Field Service Management Features

Natural & personal customer service capabilities

Streamlined Case Management
Take advantage of intuitive case management capabilities to streamline case creation, tracking, resolution, and escalation.

Native Outlook Client
Centrally manage contacts, calendaring, service tasks, and email through a familiar Microsoft Outlook interface for improved efficiencies.

Advanced Personalization
Spend less time looking for information and more time serving customers with personal views, most recently used lists, and record pinning.

Full Interaction History
Track the details of every interaction, including offers, orders, contracts, and cases, so you can provide the right service at the right time.

Service Response
Enable faster, more effective responses with built-in mail-merge, email templates, and one-click conversion of email messages to cases.

Insightful and Actionable Information

Service Scheduling
Manage field service appointments, facilities, and resources with the powerful unified service scheduling feature.

Purchase History
Track product purchasing history, contracts, and key renewal dates so agents can take proactive action and offer relevant services or products.

Insightful Service Analytics
Deepen insight with out-of-the box or configurable dashboards, drill-down analysis, and inline data visualization capabilities.

Service Queue Management
Build queues against any entity, user, or team and streamline work state management for improved efficiency.

Service Record Auditing
Improve visibility into service and support activities and effectively meet service level agreements (SLAs) with system-wide auditing.

Guided Service Processes
Streamline case resolution and escalations with guided dialogs, automated processes, and conditional formatting rules.

Service Goal Management
Instantly track service goals, such as first call resolution, average call time, and more with comprehensive goal management capabilities.

Connected, Collabortative and Responsive Service

Centralized Document Management
Manage cases, service contracts, FAQs, and more with embedded Microsoft SharePoint® document management capabilities.

Knowledge Management
Up-level your customer service skills by creating, retrieving, and sharing knowledge through a shared knowledge repository.

Service Team Management
Facilitate internal collaboration and coordinated problem resolution with team management capabilities and real-time communication tools.

Web Self-Service
Empower customers to find answers, create their own cases, and schedule service appointments through the web 24 hours a day, 7 days a week.

Unified Desktop
Use your CRM solution to deliver a unified service desktop that combines service applications within a single, streamlined interface.