"Day in the Life" Demonstration

Business-to-Business Customer Support

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Create a Service Request

Betty checks the Giva eCustomerService "Quick Ticket" drop-down menu because she knows that case library requests frequently occur. She finds the menu item, "Request Case Info", from the drop-down menu. If the appropriate request subject does not appear under, "Quick Ticket", then she would select the subject from the Nature of Request menu.

When she clicks the "Quick Resolution" link, Giva eCustomerService use the currently selected Nature of Request and automatically searches for similar service requests. The objective is to find similar service requests and leverage/reuse the problem resolution. Throughout the lifecycle of the ticket, Giva eCustomerService can automatically notify Carol with progress made on the service request. If Betty did not know the answer or have a Quick Resolution available, she could have clicked the "Search eKnowledgeManager" link. Giva eCustomerService automatically fills the knowledge search string with the contents in the Service Request Description.

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