Download - Customer Support
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©2010 SugarCRM Inc. All rights reserved.
Customer Support Excellence with Sugar
Jeff Tichenor
Technical Support Manager
04/12/2023 1
![Page 2: Customer Support](https://reader033.vdocuments.site/reader033/viewer/2022052410/5559f952d8b42ad00a8b4a19/html5/thumbnails/2.jpg)
Coping with cases
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![Page 3: Customer Support](https://reader033.vdocuments.site/reader033/viewer/2022052410/5559f952d8b42ad00a8b4a19/html5/thumbnails/3.jpg)
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Case management for users
Dashlets
Reports
Saved Searches
Knowledge Base
Sugar Wireless
![Page 4: Customer Support](https://reader033.vdocuments.site/reader033/viewer/2022052410/5559f952d8b42ad00a8b4a19/html5/thumbnails/4.jpg)
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Dashlets
![Page 5: Customer Support](https://reader033.vdocuments.site/reader033/viewer/2022052410/5559f952d8b42ad00a8b4a19/html5/thumbnails/5.jpg)
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Reports
![Page 6: Customer Support](https://reader033.vdocuments.site/reader033/viewer/2022052410/5559f952d8b42ad00a8b4a19/html5/thumbnails/6.jpg)
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Saved Searches
![Page 7: Customer Support](https://reader033.vdocuments.site/reader033/viewer/2022052410/5559f952d8b42ad00a8b4a19/html5/thumbnails/7.jpg)
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Support Manager Overview - Dashlets
![Page 8: Customer Support](https://reader033.vdocuments.site/reader033/viewer/2022052410/5559f952d8b42ad00a8b4a19/html5/thumbnails/8.jpg)
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Support Manager Overview - Reports
![Page 9: Customer Support](https://reader033.vdocuments.site/reader033/viewer/2022052410/5559f952d8b42ad00a8b4a19/html5/thumbnails/9.jpg)
Implementing Your Support Process
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![Page 10: Customer Support](https://reader033.vdocuments.site/reader033/viewer/2022052410/5559f952d8b42ad00a8b4a19/html5/thumbnails/10.jpg)
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Implementing Your Support Process
Support Workflows and Logic Hooks Customer notifications
New cases submitted
When a case is assigned
Case status changes
Manage internal processes Case assignment routing
Customer responds through portal
Case reassignment to tier 2
![Page 11: Customer Support](https://reader033.vdocuments.site/reader033/viewer/2022052410/5559f952d8b42ad00a8b4a19/html5/thumbnails/11.jpg)
Case Surveys
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![Page 12: Customer Support](https://reader033.vdocuments.site/reader033/viewer/2022052410/5559f952d8b42ad00a8b4a19/html5/thumbnails/12.jpg)
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Case Surveys
Custom Module built in Module Builder
WorkflowsSends an invite to the customer
Notification to us when survey submitted by customer
Customized web to lead form
![Page 13: Customer Support](https://reader033.vdocuments.site/reader033/viewer/2022052410/5559f952d8b42ad00a8b4a19/html5/thumbnails/13.jpg)
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![Page 14: Customer Support](https://reader033.vdocuments.site/reader033/viewer/2022052410/5559f952d8b42ad00a8b4a19/html5/thumbnails/14.jpg)
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![Page 15: Customer Support](https://reader033.vdocuments.site/reader033/viewer/2022052410/5559f952d8b42ad00a8b4a19/html5/thumbnails/15.jpg)
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Case Survey: (Web-to-Lead form)
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Case Survey: Workflow alert email
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Questions?
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