Take a tour of the 7 easy eCustomerService quickstart steps.
Cloud Customer Service Software Quickstart Severity Levels
Define Your Support Levels of Urgency
A Severity Level is an urgency rating given to each service request and it is based on the effect of the issue on the customer and the support contract purchased by the customer. The severity level is then used to set the priorities with which service requests are managed. As an option, respond and resolve times (service level agreements) can be associated with each severity level. Even if service level agreements are not announced to your customers, but are simply used to set goals by the Customer Support Department and other service groups, they will dramatically improve the quality and level of service provided to your customers.
Also as an option, you can set up default severity levels and service level agreements and associate them with each NOR. You can also set up default severity levels and service level agreements and associate them with each customer's profile. These options will automatically complete the severity level and service level agreement fields based upon either the NOR selected or the customer's profile.
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