The optional Customer Service module in QAD CRM provides features designed to administer service functions. Typically service and support activity is managed through customer service issues. The Issue Management module provides mechanisms for managing customer service issue activity.

A service issue may mean a phone call from a customer, a service visit, a call by a field technician, or any other contact with a customer or potential customer. A customer service issue is contact that generates a service response, even a brief response to a customer’s question.

The issue describes the service situation, and issue management provides processes and tools for managing the service contact. For example, for each service contact you can record various details such as the product item, product warranty details or associated service contracts, and so on. You also can assign a service issue to a service queue or CSR.

To track the progress of service issue resolution you assign a status to an issue. You close an issue when you have resolved the customer’s service problem.

Using filters you can restrict the display of customer service issue records to those that have specific characteristics—status, product ID, product lines, and so on.

Typically a customer service or support department within a large organization may handle issues that originate in different time zones, even other countries. Dates and times can be displayed in the time zone of the contact’s location.