- Maximizer Enterprise users in Customer Service or Support management positions who are familiar with Maximizer Enterprise fundamentals (topics covered in Enterprise 9 - Level I and Enterprise 9 - Level II courses)
- Maximizer Enterprise administrator
| What You'll Learn |
1) Configure the Customer Service & Support module
- Set-up the right options for capturing customer service case details that follow your business rules, including values for Case Type, Case Reason, Priority and more
- Set-up customer service user-defined fields to capture case-related detailed information
- Configure automatic email notifications for case activities, such as emails sent to the case owner and customer when a case is escalated to a manager
- Assign customer service roles and understand the difference between representatives, managers and monitors
2) Track, assign, escalate and resolve customer service cases
- Enter a case with all the details and notes to ensure effective case collaboration
- Take the case to the next level by assigning, escalating, resolving or abandoning a case
- Use or draft articles for the Knowledge Base to share information in a central repository for future customer issues
3) Manage customer service cases effectively to ensure customer satisfaction
- Search and retrieve customer cases based on customer record, creation date, status, case age or any other option
- Generate real-time column reports or case load reports to ensure cases are resolved and customer satisfaction remains high
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| Cost and Duration |
- $55
$70 (USD) per user ( Price Promotion expires August 31, 2008. Maintenance Discount CANNOT be applied during the promotional period.)
- 1 hr. 15 min. Pre-Recorded Tutorial
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| Registration |
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Speak directly to the experts at 1-866-416-0557 or e-mail us to request further information.
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