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Sugar Case Reports monitor customer problems and how well your customer support team is solving these issues. Case Reports can be used to measure open cases by time period, support representatives, priority, and entitlement. With Sugar Case Reports, managers gain a better view into customer satisfaction and support organizational performance.
Impact
- Monitor the effectiveness of case responses
- Identify and prioritize customer problems
- Measure how issues are resolved across individuals and teams
Reporting: Case Reports
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Case Ranking
Rank cases based on importance of account and severity of problem.
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Open Case Monitoring
Monitor open cases across support representatives, account, time period or other attributes.
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Entitled Accounts
Create and manage support entitlements for given accounts to ensure SLAs are enforced.
