Company Logo

The company logo must be accessible via the Internet if you wish it to be visible on documents emailed to customers. If the logo is an image on a web site, then right click on the image, select and open the properties window, highlight and copy the Address (URL) field of the image and paste it into "URL for business logo" field in QoS-IT Setting entity (in the Settings Module).

Invoices Print and Email    

Highlight and select Invoices from the invoice list view and click the button QoS-IT Actions on the toolbar to select one of the following options: Print Invoice - Print the selected invoices. Email Invoice - Email the selected invoices to the Primary Contact of the Account the invoice is billed to or Print Envelops - Print envelops with the Account address of the selected invoices.

Accounts & Contacts

An Account in CRM can have one or more Contacts. It is recommended to assign one Contact as Primary Contact of the Account. Each Contact has an Email address preferably with the same domain name as in the Web Site field of the Account. We also recommend having an Email address for the Account itself such as info@AccountDomain. QoS-IT associates incoming Emails by the sender Email address and matches it with an Account with the same domain name. It is recommended not using Email addresses such as of Hotmail & Gmail in the Contact's primary Email address. QoS-IT assigns the Primary Contact of an Account privileges common with a person responsible for the IT infrastructure at the Account (such as an IT manager) for the purpose of receiving and viewing invoices.

Duplicated Cases Deletion with CRM Duplication Rule

It is a commonly known experience finding duplicated Cases created by a frustrated customer submitting support Emails again and again during the weekend. If you wish to save yourself time spending Monday mornings browsing through duplicated cases then consider the following strategy:

- An automated response via workflow,  to the sender Email address, is an immediate feedback that the customer’s support request has been received

- Confirmation Email that includes details such as Case number, the Contact and / or Account name of the sender or even the expected response time (based on SLA) is more convincing as a confirmation for a support request that is in progress, rather than a short automated response that lacks details.

- Every morning run an automated Duplicate Detection Job (click: Settings>Data Management>Duplicate Detection Job) which runs the Duplicate Detection Rule and displays all records that are found duplicated as set by Duplication Rule. The following example demonstrates a duplication rule for all Cases that are for exact same customer, created on the same date and the first 200 characters of the fields Issue Description & Issue Details are the same.