When you solve a customer’s issue; you can resolve the Customer Service case in Maximizer. You can document the details of how the case was resolved; add a new solution (if any) to the knowledge base; and notify the customer and user to whom the case is assigned to.
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Click on the Customer Service case to make it the current entry.
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Right-click and select Resolve.
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In the Details tab; select the Resolve icon.
- Specify the billing information for the case.
- Select a Billing type.
- Specify the number of hours worked on the case in the Billable time (hrs) field.
- Enter the hourly rate in the Billing rate field.
- If Maximizer prompts you to update the Case fee automatically by multiplying the Billing rate by the Billable time; click either Yes or No to specify your preference. Otherwise; enter the Case fee.
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Enter the Solution notes for the case. These
notes would include any specific information about how the case was resolved.
You can also select a knowledge base article to link to the case; or create a draft knowledge base article from the solution note.
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Under Case Users/Case Monitors Notification and Address Book Entry Notification;
specify how you want to notify other Maximizer users and the Address
Book entry associated with the case.
In either section; select Include related article as attachment to attach the knowledge base article associated with the case to the email message.
- Click OK to finish.