The service desk: what's open, and is it a product fault?
customers report faults on panels and lighting. Are we answering in time, and is one product behind most of it?
You are
someone running Aurora's service desk.
The situation
customers report faults on panels and lighting. Are we answering in time, and is one product behind most of it?
Issues, warranty claims and service contracts are separate lists. Here you ask across them.
Step by step
Each step as it looks in the demo installation, on Aurora Components (Demo).
Open Dynocortex → Chats and ask
"Which customer issues are still open, and are we inside our response times?"
Ask
"Which products cause the most issues and warranty claims?"
Open Support → Issue Summary and First Response Time for Issues (search for them) from the answers.
Open Lakeside Hospital Trust's service contract (CRM → Contract) and ask in the Ask panel
"When does this contract end, and what has the service cost us against what it bills?"
What a good answer contains
- The issues not yet closed, with their priority, and how fast issues are answered and resolved.
- All the warranty claims are on the 12-way distribution panel (
DEMO-PNL-12): a product question for Morgan. - The open high-priority issue for the field service team.
- Lakeside's contract ends within weeks: its renewal is due, for Rachel, with the quarterly visits it covers.
What the full product does beyond the demo
The Executive watches response times as issues come in, and raises a contract's renewal on the sales manager's Home a month before it ends.
Answers are worded afresh each time, so yours will read differently. The demo company is made up, and its data goes back to the start every night.