Getting started with SupportBench. How to customize the various sections of Supportbench. Command Center and Work Queues. Asset Categories and Assets. How do I enable API access in Salesforce? Setting up Twitter for your Bench.
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https://support.supportbench.net
Getting started with SupportBench. How to customize the various sections of Supportbench. Command Center and Work Queues. Asset Categories and Assets. How do I enable API access in Salesforce? Setting up Twitter for your Bench.
support.supportbench.net
Community
https://support.supportbench.net/article/ar-8-case+policy
A case policy is defined by a case category. A policy is used to define how particular cases should be handled. For instance; if you were supporting a piece of software and the case was a feature request, you could have a case category assignment of Support case - Feature request. This case will now show custom fields related to creating a feature request for product development to action on. Each of the following policies are available:. Define what fields are displayed. Case view / updating.
Community
https://support.supportbench.net/article/ar-5-case+categories
A case category is in essence, the definition of your case. The category allows you to create different policies. For your teams or departments depending on what you need. Categories can be hierarchical, or flat, and different items in the system can be locked down based on a category. Items that can be dependant on a category:. Each item above can be created to only be a part of a certain category. A good example of why this is useful is if you have separate. Add Comment / Rate.
Community
https://support.supportbench.net/article/ar-49-setting+up+twitter+for+your+bench
Setting up Twitter for your Bench. Supportbench will setup your Bench to handle all of your Twitter handles and include incoming mentions and direct messages directly in your workflows. Using Twitter in your Bench you will be able to:. Handle multiple twitter handles. Assgin handles to companies and contacts. Watch your handles for incoming tweets and be alerted on anything new and incoming. Create workflows based on your tweets. How to setup your Twitter handle for Supportbench. Click on Create New App.
Community
https://support.supportbench.net/container/1000
Please choose from the following list:. Asset Categories and Assets. Command Center and Work Queues. Knowledge Base Authoring Interface. Building your first community. How to Post a Message or Send a Notification.
Community
https://support.supportbench.net/article/ar-10-asset+categories+and+assets
Asset Categories and Assets. Assets are items that you define to be something that you support and want to track. This could be a computer, piece of software, a car, etc. There are some special options attached to an asset that you can leverage when managing your assets. Use this field if you would like to define a simple version or additional identifier for this asset. Relate assets together for chains of related assets. i.e. Product 1 - Product Version 1. Analytics on like items. Add Comment / Rate.
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Supportbench.com | Customer Service Software | Support Ticket System
https://www.supportbench.com/pricing
Cases / Knowledge Base. Customer Satisfaction / NPS. Easy to Understand Pricing. Pay for what you use. After the first 14 agents, the cost per agent increases as more agents come online. Support Cost Per Agent. Changing the support level will increase the cost per agent. Estimated Monthly Cost (billed annualy). Estimated Monthly Cost (month-to-month). Supportbench is was created with the goal of empowering companies to deliver on the promises set by their support organizations.
Supportbench.com | Customer Service Software | Support Ticket System
https://www.supportbench.com/calendar
Cases / Knowledge Base. Customer Satisfaction / NPS. Cases and Knoweldge Base. Customer Satisfaction and NPS. Calendaring for Agents and Cases. Keep your schedules and work calendars all in one place. Have agents manage their own calendars, or have team calendars that users in those teams can view or global calendars. Create users with specific roles to manage all your calendar events and create re-occuring events. Create specific categories for your agents to use and better categorize your events.
Supportbench.com | Customer Service Software | Support Ticket System
https://www.supportbench.com/community
Cases / Knowledge Base. Customer Satisfaction / NPS. Cases and Knoweldge Base. Customer Satisfaction and NPS. A community allows your customers to get help from you whether it come from a self service knowledge base, talking to other customers, or taking to you directly by submitting cases. Right out of the box, you can start you community going with:. Case management for agents. Forum Posts Are Cases. There is no longer a differentiation between a support system and community forums.
Supportbench.com | Customer Service Software | Support Ticket System
https://www.supportbench.com/cases
Cases / Knowledge Base. Customer Satisfaction / NPS. Cases and Knowledge Base. Customer Satisfaction and NPS. Single Pane of Glass. Managing work whether it be a cases, forum posts, integrations, or managing articles are all in one view. The integrated view makes it easy to view other agent work loads, forum posts within your communities, incoming cases within queues, and articles being authored. Work is automatically managed based on the defined SLAs so that you never miss your customer expectations.
Supportbench.com | Customer Service Software | Support Ticket System
https://www.supportbench.com/features
Cases / Knowledge Base. Customer Satisfaction / NPS. It's not a mistake, all packages come with all Supportbench features. The only difference is the support plan you choose. Dedicated (25 agents ). 24x7 (4 hour response). Single pane of glass (cases, articles, queues, forum posts). Case and activity templates. Add watchers to cases, queues, companies and contacts. Add tags to cases. Case and activity merging. HTML activities and content. Advanced SLA assignment (company, contact, asset, priority, ).
Supportbench.com | Customer Service Software | Support Ticket System
https://www.supportbench.com/analytics
Cases / Knowledge Base. Customer Satisfaction / NPS. Customer Satisfaction and NPS. See whats happening in real-time. All users can have a view of themselves, team, or a global view of the entire system. View top issues, top outcomes, SLA performance, NPS score, backlog, and more at a glance. Out of the box analytics that help you make the right business decisions with easy to understand graphing. Export the graphs via PDF or extract the raw data from views or the report. Start Free 14 Day Trial.
Supportbench.com | Customer Service Software | Support Ticket System
https://www.supportbench.com/kcs
Cases / Knowledge Base. Customer Satisfaction / NPS. Search for related articles or cases from within a case or article with the click of a button. Articles are closely linked to cases with the same data and fields making finding relevant articles for your agents fast and accurate. Associate articles to cases by linking them while searching, or sending articles to customers. By relating articles, the relevancy of those articles in searches increase and are easily reported on to see exactly how much.
Supportbench.com | Customer Service Software | Support Ticket System
https://www.supportbench.com/tour
Cases / Knowledge Base. Customer Satisfaction / NPS. Cases and Knowledge Base. Customer Satisfaction and NPS. Single Pane of Glass. Managing work whether it be a cases, forum posts, integrations, or managing articles are all in one view. The integrated view makes it easy to view other agent work loads, forum posts within your communities, incoming cases within queues, and articles being authored. Work is automatically managed based on the defined SLAs so that you never miss your customer expectations.
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Getting started with SupportBench. How to customize the various sections of Supportbench. Command Center and Work Queues. Asset Categories and Assets. How do I enable API access in Salesforce? Setting up Twitter for your Bench.
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