Case study—step-by-step implementation
We will now implement the service module for the Lemonade Stand enterprise. This will allow us to establish a guaranteed response time for all customers who have reached a specific number of orders within the last twelve months of operation. This way, we can ensure that an experienced account manager will be assigned to all customer interactions. In addition, I can document all of the interactions and monitor the status. By using the service module for this task, it can be guaranteed that the response time based on the contract type is met.
You start in the Admin Section and open the contract template setup via Administration | Setup | Service | Contract Templates. As you can see in the following screenshot, the Key Customer Care contract template was created. This contract will be assigned to every customer who has placed at least one sales order with us. You may define more detailed criteria for your own business. The criteria you use can easily...