Business-to-Consumer Customer Service Demo

Agent Creating a Web Based Service Request

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Create a Service Request

Betty quickly documents and prioritizes the new service request. Betty knows that this is not a camera failure so she properly classifies it as a Service Request and chooses "Training" from the dynamic menu. She tells Carol that she needs to have a special memory card designed specifically for panorama pictures. If Betty did not know the answer, she could have clicked on "Search eKnowledgeManager". Giva eCustomerService automatically fills the knowledge search string with the contents in the Service Request Description. When Betty finds the correct solution, a click of another link automatically loads the solution into the Service Request Resolution field saving time and ensuring resolution consistency.

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