The Cases and Solutions functionality empowers you to streamline the organization-wide Customer Support process and enables a better integration between Sales & Customer Support processes in a single system.
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Solutions are the resources within the organization that enable solving repetitive problems encountered by customers.
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Over a period of time, direct customer support helps your organization to build a rich knowledge base for future reference. A Knowledge Base in the form of solutions (also called as articles or frequently asked questions,) enables your organization to solve the repetitive problems encountered by customers using limited resources. The Solutions module integrated with Cases is very useful for organizations that are mainly focusing on post-sales support, particularly technology and knowledge-based industries.
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Manage product-wise solutions (knowledge Base articles) in an easily accessible centralized location for a better case resolution in the least possible time with less effort. Periodically update the solutions based on customer suggestions & feedback Customize the solutions module to suite your organization knowledge base requirements Customize the knowledge base reports and dashboards
Cases are the feedback received from the customers on various issues pertaining to the use of your products or services.
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Zoho CRM provides the Customer Support & Service management (Help Desk) features such as Cases (Trouble tickets), Solutions (Knowledge Base), Case Assignment & Escalation through Workflow rules, and easy to deploy Web-to-Case forms for capturing customer-specific cases through Web sites. In addition, you can also synchronize customer-specific email messages as Cases from Microsoft Outlook mail client to Cases module in Zoho CRM.
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Entering data in the case details form, Importing cases from external source, Capturing cases from website, Adding from Microsoft Outlook
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