SSM provides a number of complementary functions that work together to enable a service organization to take calls, keep visibility over their current status, automatically change call status based on user-defined criteria, select an appropriate engineer for the call, order items to service a call, record activity (items, labor, expenses) for a call, and create invoices for service activity.

This chapter will concentrate on call creation and call tracking, which involves call setup, the actual opening of a call, and features related to managing calls. Creating Call Quotes, recording service activity, and call invoicing are discussed in subsequent chapters.