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Predefined answers -
SupportCalls can maintain a list of predefined
answers to most asked help desk questions. These
answers can then be used to reply to frequent asked
questions quickly without needing to compose
redundant information again and again. Each
predefined
answer can be specified to belong to a problem
category and type. This is particular helpful to
build an organized library of answers that is easy
to find in time of need.
When are Predefined answers used? -
The predefined answers list is most prominently used
in the outlook case form. When launched, the
predefined answers dialog box displays questions
which are arranged and grouped in a hierarchical
tree (e.g. problem categories and types) allowing
the technician to select an answer and reply to the
caller.
The predefined answers can also be used to select an
appropriate answer and reply directly to emails
(even outside of SupportCalls folders). In fact,
they are available in appointments, tasks as well.
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