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 the satisfaction of its customers and the performance of the support organization.

Impact

• Monitor the effectiveness of case responses
• Identify and prioritize customer problems
• Measure how issues are resolved across individuals and teams

Case Ranking

Rank cases based on importance of account and severity of problem.

Open Case Monitoring

Monitor open cases across support representatives, account, time period or other attributes.

Entitled Accounts

Create and manage support entitlements for given accounts to ensure SLAs are enforced.