Active Caller and CRM Admin: Managing Cases, Contacts, and More
Welcome to the Active Caller and CRM Admin section of our knowledge base. This guide is designed to help you understand and effectively utilize the powerful tools available for managing customer cases, contacts, accounts, and more within our hosted IP PBX system. Whether you're an agent handling multiple customer issues or a CRM administrator, this article will provide valuable insights into how these features work and how you can leverage them to deliver exceptional customer service.
What is Active Caller and CRM Admin?
Active Caller is a feature that provides live queue metrics and phone controls to callers. On the other hand, CRM Admin is a tool designed for managing cases, contacts, accounts, case assignment, notes, and case closure within our system.
Why it Matters
Effective case management is crucial for delivering high-quality customer service. With CRM Admin, you can track the contact, account (if known), assigned agent, ticket number, open date, issue paths, notes, callback details, and closure article for each closed issue. This level of detail ensures that each customer issue is addressed thoroughly and efficiently.
How it Works
Each case starts with Issue #1, and additional issues can be added as the caller has separate problems. Each issue requires an opening Nature / Problem Type / Description path. Case-level notes and selected-issue notes are both entered using popup notes and are saved with the case. Closing a case automatically closes all issues and completes linked scheduled callbacks.
Each issue should have a resolving Article selected, which is a full N##P##D##A#### path. If every issue is closed, the backend automatically closes the parent case.
What to Expect
By using CRM Admin, you can expect to have a comprehensive view of each customer issue, including all associated notes, contacts, accounts, assigned agents, ticket numbers, open dates, issue paths, callback details, and closure articles. This information is essential for providing timely, accurate, and effective customer service.
Common Questions and Issues
- Q: How do I create a new case?
A: To create a new case, navigate to the CRM Admin section and click on the "New Case" button. From there, you can enter the necessary details, such as the Nature, Problem Type, Description, and more.
- Q: How do I add a new issue to an existing case?
A: To add a new issue, navigate to the case in question and click on the "Add Issue" button. From there, you can enter the necessary details for the new issue.
- Q: How do I close a case?
A: To close a case, navigate to the case in question and click on the "Close Case" button. This will close all associated issues and complete any linked scheduled callbacks.
How Bigfoot Voice Handles This
At Bigfoot Voice, we ensure that all customer issues are represented, notes are saved under the correct issue or case level, and closed cases have resolving articles for every issue. Our system is designed to make case management as efficient and effective as possible.
We hope this guide has provided you with a better understanding of the Active Caller and CRM Admin features within our hosted IP PBX system. By leveraging these tools, you can deliver exceptional customer service and ensure that every customer issue is addressed thoroughly and efficiently.