User Manual

QoS-IT User Manual

QoS-IT Solution Overview
Solution Overview

QoS-IT Best Practice
Roles and Responsibilities
Service Charges (Allotment vs Invoice)
Measuring Customer Satisfaction Level (CSL)
"Commodity" Businesss Model for IT Managed Service Providers

CRM QoS-IT Program Setting
How to logon to Microsoft CRM
How to add Users to Microsoft CRM
CRM Services Settings
Workplace Setup
QoS-IT Program Settings
Templates
Routing Incoming Emails to Case (Email to Case)
Create New Queue
Email To Case Workflows

Service Level Management (SLM) Framework
About Service Level Management (SLM)
Service Catalog Settings
Contract Template
SLA Contract & Contract Lines
Create New Contract
Contract Lines
Adding Services to Contract Line
Activating Contract
Maintenance (Recurring) Services
SLA Template

Case Resolution Process
Create New Case
Create New Job
Job Control Panel
Schedule Service Activity
Billing & Invoicing

Managing Accounts
QoS-IT fields in Account & Contact entities

Glossary