Feature Suggestions for Maximizer CRM

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  1. 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 →
  2. When adding a new case display current open cases to prevent duplications

    To help customer service staff add new cases without creating duplicates it would be useful to show the currently open cases before creating a new one.

    This can be done in Maximizer but it is time consuming when the customer is holding on the phone. Our Maximizer database has 8 years of customer service cases so some customers have quite a history.

    So in the LAN client when I darg a contact onto the customer service window I would like to see a list of currently open cases for this customer before being asked to add a new case.

    This…

    43 votes
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    4 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  3. Allowing companies to have products

    If companies had products it could be made quicker to create a customer service case. i.e. when creating a case for a company show the products that the customer has and not the whole list (with the option for the user to see the whole list).

    In our environment it would be unusual for a case to be created for a product that the company doesn't own.

    At the moment we have to store this in a seperate UDF at the company.

    We have products at case, campaign and opportunity why not Company?

    40 votes
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    2 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  4. When adding a case only allow 1 category

    When adding cases it would be good if the option existed to select that category was single select

    33 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  5. Provide a Details tab for Customer Service view

    To create a Details tab in the Customer Service view so that you can see an overview of the customer service case. This is already available for Address Book and Opportunities where the details tab is a really useful feature.

    The details tab should contain an overview of the contact, the type and description of the case and the current status, along with the ability to use Key fields to customise the view

    33 votes
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    3 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  6. 'Products/Services' at company level

    We currently have a UDF for this, but want to automatically fill in a case with the companies product/service when a case is created for them. Out-of-the-box functionality for this would be an excellent improvement.

    28 votes
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    2 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  7. Attach multiple contacts to a custoemr service case

    Sometimes you need to attach multiple contacts to a case. This is particularly important if the case is created from an incomming email where muliple people are CCd. At present this would create multiple cases.

    27 votes
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    2 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  8. Option to initiate a service case from a phone call result

    Sometimes an incoming or outgoing call starts as a call but eventually ends up as a service case. Provide the option when saving the call to generate a service case.

    26 votes
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    3 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  9. 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 →
  10. Outlook toolbar "Create Case" should allow entry of key fields

    The 'create case' option in the Outlook add-in should allow full entry of the case - UDFs, basic fields and all key fields.

    24 votes
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    2 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  11. Ability to create a customer service case from an appointment

    An appointment can lead to a customer service case - during an appointment a problem is identified discussed and action is planned. The counterpart that an appointment can lead to an opportunity is already a suggestion elsewhere.

    24 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  12. transfer case

    Option to move an existing case to a different address record. Perhaps the "duplicate current case" could request the address record you wish the case to be duplicated against.

    22 votes
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    4 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  13. Provide more system fields when creating a case from an email

    Allow users to define the fields that must be completed when creating a case from an email when using the Outlook add-in toolbar. At present I can complete only Products/Services, Categories, Subject and Description. I would like to be able to complete Owner, Assigned To, Follow Up Deadline, and Priority as well. Other people may want to have other fields.

    21 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  14. We would like the campaign email system have the option to have the complete email to go into the address book contact’s documents. Thanks

    We would like the campaign email system have the option to have the complete email to go into the address book contact’s documents.

    We need this option as soon as possible. This would only be an option as it is dependent on the type of campaign we are sending out.

    21 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  15. Signature trapping on Mobile for Customer Service cases

    The ability for field engineers to be able to start and stop the time they are on-site and allow for the customer to sign an electronic Job Card on the engineers mobile devices. This is then saved in Maximizer against the customer service case as a record of the engineers time completed on site in agreement with customer.

    18 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  16. All Cases following window / tab for specific cases

    Can we have a customer service case following window / tab for the main cases window, so when working on one case for a company we can easily see all the other cases (any status) for the same company? This is similar to another request but this is for all existing cases, not just when creating a new case.

    18 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  17. Customer service case at the record level there should be ability to control Full Access and Read Access for the users

    Currently there is no access control on the customer service cases

    due to this for the mid size and bigger organizations find difficult to manage with this limitation of Maximizer

    Preferably there should be Record Level Access control similer to Address book

    or similer to opportunities (team concept)

    18 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  18. All Cases, My Cases, My CURRENT Cases, why isn't there an ALL CURRENT cases options?

    As stated there is an All Cases, My Cases, and My Current Cases options, in Customer Service, but to get All Current Cases, you have to load all Cases and then filter it, which takes extra time. It would be GREAT if there was a one step option like there used to be.

    18 votes
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    2 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  19. Case Follow-up Deadline

    Case Follow-up Deadline email reminder

    16 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
  20. 16 votes
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    0 comments  ·  Customer Service  ·  Flag idea as inappropriate…  ·  Admin →
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