Using Predefined Answers
There might be times when technicians just need
to answer briefly to a frequently asked question from callers. Instead of framing the answer over and over again,
just imagine how easy it would be if you can compose a
predefined answer
lists with relevant answer categorized by problems. With
such a setup, it is very easy to reply to a support request
email by just
selecting the appropriate predefined answer and embedding it to the email.
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Creating a predefined answer -
A new predefined answer can be created using the
predefined answers
manager. With supports for HTML formatting and a
graphical designing WYSIWYG interface, all answers are
saved under SupportCalls setting. An answer can also be
tagged with a problem category and type.
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Inserting a predefined answer into the support case
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A technician can select an existing predefined answer and
insert into a support case. A dialog window allows
the technicians to browse through all predefined answers,
even preview it before it can be chosen for
embedding into the particular support case.
Steps to embed a predefined answer to a support case.
| Open a support
case and click the 'Insert a predefined
answer' button to
display the predefined answers selection dialog.
Browse through the listed questions listed by
problem type and category. Then click a question from the treeview to preview the
content. Finally when you have found the
appropriate answer item, select 'Insert'. |
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| The selected
predefined answer would be then embedded to the
problem body field if the selected support
case. |
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Replying a predefined answer to an email/Outlook
contact -
Predefined answers are not only limited to support cases.
They can be used to reply to normal emails or
forward it to an Outlook contact. Replying a
predefined answer to an email
Sending a predefined answer to an Outlook contact
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