Each CRM user updates his / her own working hours, time off work and whether they observe / do not observe business closure days. CRM users are grouped in one or more Resource Groups based on the user’s skills and ability in providing particular IT services. CRM Service is a set of rules on the number of users required from one or more resource groups for the purpose of providing Service Activity for a customer at a scheduled time. Service activity’s status is updated from Reserved to In-Progress and Completed as the service activity progresses. All service activities for all users are presented in the Service Calendar, user’s workplace calendar, Microsoft Outlook if CRM client for Outlook is deployed, PDA and other mobile devices with Internet access.
Service activities are linked to QoS-IT remote, in-house, onsite and helpdesk Jobs. When new job is created an associated service activity is also created, assigned and scheduled to the CSR that performs the job. QoS-IT provides case managers with powerful tool to assign the best fit CSR to perform a job and schedule service activities without conflicts and the ability to accommodate customer’s requirements for a service activity to be performed at specific date and time slot. Case manager can then monitor job progress on the service calendar and reshuffle service activities to achieve maximum CSR time utilization.
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