QoS-IT self-service portal gives customers direct access by permissions to submit and view case resolution process, knowledgebase, invoices and account & allotment statements, allowing CSR dedicating more time for service and support instead of answering repeated phone calls about case status and issues that can be resolved using the portal’s knowledgebase articles.
QoS-IT self-service portal communicates with Microsoft CRM and QoS-IT via web services allowing two way link between MSP and customers. Knowledgebase articles are read from CRM knowledgebase and CRM Sales Literatures are presented as products & services information / promotions on web portal. Customer’s comments regarding an invoice can be submitted via the portal and updated in CRM Invoice entity to trigger workflow to Accounts or case manager to attend to the customer’s request. MSP can configure the web pages and their content.
When new problem is submitted via the portal, a new case is created in QoS-IT and incident details including supportive documents and images are uploaded to the case to ensure that case manager has clear picture and understanding of the issue and how it can be repeated if required.Customers that have a record in CRM Contact entity can access web portal using their Email address as user name while password is automatically generated by QoS-IT on registration. Password can be modified by the customer using Change Password function on portal.
User’s permission to submit case, view invoices and prepaid allotments is assigned in the Web-Portal entity which is linked to Contact. Web-Portal entity stores statistics for each user on how many times the user logged on portal, which pages were viewed and last login date.
Enter QoS-IT Web Portal
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