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Caller Identification

Product Identification

On-line Service Verification

Setting up Service Requests

Service Request Defaults

Linking Service Requests

Return Material Authorizations (RMAs)

Defining Items for Return

Service Request Updating

Service Requests Special Menu

Service Request Action Updating

Tasks

Entering Service Request Details

Searching the Knowledge Base

Entering Comments

Creating Messages

Viewing and Responding to Messages

Viewing Message History

Recording Customer Interaction

Viewing Service Request Audit History

Creating Service Request Links

Entering Service Request Actions

Viewing Action Audit History

Viewing and Updating Service Requests