Products
The Products page is accessible by clicking on the "Products" in the main navigation bar on the top of the screen.
A product can be a physical or a software product, as well as a service provided by your company. Products allow you to keep track of how much service a specific product or product family provides. We also get an overview of all cases for a specific product.
Key parts of a product
- Product Description
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Here we store the essential information regarding the product, such as it’s product code, name, family and optionally an entitlement template.
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We can use entitlement templates to automate the creation of more common entitlements, such as a hardware warranty for a product. |
- Cases totals
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Here we see the total time and cost that a specific product has required so far. The system calculates these fields, so we don’t need to worry about that!
- Cases related to this product
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Here we find all the cases that we created for the product. It can help us identify the most problematic products and the most common issues.
- Entitlements for this product
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Here we find all of the entitlements that we created for this product.
- Knowledge Base items related to this product
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The knowledge base allows us to provide some information regarding the product, so our support agents can provide quality answers without the need for experts.
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The knowledge base is accessible from the case creation screen. |