A typical use of GoServicePro is a customer issue/resolution cycle. This is where a customer will contact your organization via phone or email to report an issue they are having. You then use GoServicePro to log the issue and begin working to get the issue resolved.
How to Help a Customer with an Issue
Create or Find a Case
When a customer first contacts your organization, click the “New Case” icon in the upper-left Quick Access Toolbar. In the New Case window you can either create a New Case by filling out the fields to the left or search for an existing case by clicking the “Previous Cases” tab on the right.
Work the Case
Once a new or existing Case is open, if you can fix the issue over the phone or by email, the Case can be closed directly in the “Workflow” ribbon menu, using the menu icon “Close”. A Close Case dialog box asks the user for a Resolution Code, Status, Date, Time, and Notes.
If the case cannot be fixed immediately over the phone or through email, then a Work Order needs to be created to continue working on the issue. All of these Case work types are located in the left accordion menu and require a case to be opened first:
- Work Orders are used when technicians go on-site to solve a customer issue.
- Subcases are used when in-house support staff work the problem remotely.
- Part Orders are used when parts need ordered to fix the customer’s issue.
Work Orders are unique in that they have a dispatching element that assigns a field technician to a customer site at a scheduled time. Typically this is done while on the phone or via email with a customer. Read a full description on how to dispatch a Work Order.
GoServicePro has many ways to log activities in all Cases, Work Orders, Subcases, and Part Orders. In the Workflow area of the ribbon menu, depending on the Case work type, there are various icons for logging activities. Here is where we can log notes, expenses, and parts used. Logged activities will show up in the left, within “Activities” found under the Details menu.
Closing the Case
Once the issue has been resolved for the customer, any open Case work types should be closed before closing the parent Case. For example, if a Work Order was needed for the Case, the Work Order would need to be closed before the Case could be closed. A Subcase and Part Order is closed in the same way.