Feature Suggestions for Maximizer CRM

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  1. Optional Case Emails

    This is something a customer questioned me on and it is quite a good suggestion.

    Would there be anyway that when creating Cases the automated email that is generated and sent to the customer could be an optional thing? I.e some kind of UDF flag Yes\No style thing?
    There are some instances whereby a Case creation email is not required.
    Thanks

    1 vote
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  2. Notes in Customer Service Cases should indicate the CS Case they are related to

    Notes printed from Customer Service cases should include the CS Case number field in the printout. Currently when printed, the CS notes and contact notes look the same. In the event you pass the printed note to an admin they may not realize that that the note relates to a CS Case. This results in wasted time.

    1 vote
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  3. Add all the required fields when logging a service case via the Outlook tool

    Currently, the basic fields of Company, Product / Services, Categories, Subject and Description's available when logging a case via the Outlook app. We have a number of additional fields set as required and currently a user needs to log the case via Outlook and then additionally would have to log in via the web interface to complete the additional fields. The ideal would be to have these fields available when logging the service case so the additional log in to the web app is not required to fill in these fields.

    3 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  4. Multicurrency in Customer Service Module

    The billing fields are not in any currency even though multi-currency is selected. For companies that have support rates by country, this is very important. This feature request is to enable multicurrency support for the CS module.

    4 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  5. When sending emails from customer service save email to customer service documents only

    When sending emails from customer service save email to customer service documents only. At the moment it saves in both general documents and customer service documents

    1 vote
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  6. Case Follow-up Deadline

    Case Follow-up Deadline email reminder

    16 votes
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  7. 3 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  8. Add a Quick button to the Customer service area of the Address book to enable a Note to be added to a selected case with out entering it.

    Currently with a Company selected in the Address book, when selecting a case from the Customer Services tab and then clicking Add Note it gets added to the Company. Would it be possible, If selected or ticked that a quick button could be added next to the current buttons for Resolve, Sign & Escalate to add a note to that case.

    12 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  9. Customer Service - Last Modified Date

    Whenever a note or email is added to a case in Customer Service, the 'Last Modified Date' doesn't change. Please can this change to reflect the last time anything is added to the case? This would allow easier tracking of case handling.

    7 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  10. Customer Service Module - ability to remove billing fields

    It would be useful if it was possible to remove the billing fields in a customer service case as a lot of customers who do use the module, have no need to enter billing information and makes the screen look overly complicated.

    15 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  11. Global edit customer service cases

    Sometimes you need to resolve multiple cases at the same time. The current global edit does not allow you to update the "Resolved by" or "Solution Notes". It would be ideal if the Global edit dialog included the fields to correctly close multiple cases.

    62 votes
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    8 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  12. Viewing past cases

    Cases used to open in a pop up window, this no longer happens. There are many times when you are on a call to a customer and they refer to another case/call. You cant just look at these, but have to make the customer wait while you close the case you are dealing with, switch screens and open.
    Making the customer wait while having to wait for screens to refresh and finding past cases/conversations is a great concern

    6 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  13. customer service case email

    Allow ability to modify or customize the customer service emails, allow different subject, fields and notes included in the body of email.

    1 vote
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  14. Date Last Case Created - show me range of companies with last case(s)

    A large part of monitoring Customer Service Tolerance is to be able to look at the Customer Service Cases thresholds as a reporting point.

    Ideally to be able to do a SEARCH, Last Case Creation Date and extend a report showing LAST '5' Cases Created, so that you can measure Case Volume Sensitivity and set case threshold notifications, would allow organizations to deploy sensitivity treatment activities and be more customer intimate

    3 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  15. set up a dependency relationship between 2 UDFs

    set up a dependency relationship between the two UDFs--for example, if you select engine "A" in the first UDF, then the available horsepower options in the second UDF is filtered to display only the options applicable to engine "A".

    25 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  16. customer service merge

    We have identified a few times where a customer has called in and the items they report are very similar, and would like to be able to merge a customer service file with another one that is assigned to the same entry. Similar to how you merge two individuals.

    4 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  17. Customer Service Process

    Create Customer Service Processes similar to Opportunity Processes in 2017. The ability to create various process for servicing various products/services would be a great feature. Also include the stage time gaps UDFs also to track the progress of the service cases.

    15 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  18. Ability to choose the resolution date when resolving a case

    Provide the ability to choose the resolution date when resolving a case. Default to current date but make the field editable.

    7 votes
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  19. Add Customer Service Case Status Timeline

    Please add a timeline for tracking the progress and time for the Status on Customer Service cases. Basically, provide a bar similar to the Opportunity Stage timeline for Customer Service cases.

    7 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  20. Provide "Contact email" as Basic Fields for Address Book Entry

    Provide "Contact email" as Basic Fields for Address Book Entry

    1 vote
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