Offering Support for Items

You can offer support for items in addition to support issues. This helps you filter your case load more accurately, and lets you assign cases about specific item to the support rep who specializes in it.

For example, Wolfe Electronics decides to offer support for the Creativo 2400. Tom, a support rep, is an expert on it, so any cases about the Creativo 2400 are quickly assigned to him.

You can offer support for the following types of items:

• Inventory

• Assembly/Bill of Materials

• Kit/Package

• Noninventory items for sale or resale

• Other charge items for sale or resale

• Service items for sale or resale

You choose to offer support for an item on the item record.

To offer support for an item:

1. Go to Lists > Accounting > Items.

2. Click Edit next to the item you want to offer support for.

3. On the item record, click the Preferences subtab.

4. Check the Offer Support box.

5. Click Save.

Support reps or customers can choose this item in the Item field on case records or online case forms. You can then quickly assign it to the person or group who has the most expertise on the item.

Related Topics

• Creating Case Types
• Creating Case Origins
• Creating Case Statuses
• Creating Case Priorities
• Creating Case Issues
• Setting Up Support Groups
• Setting Customer Service Preferences
• Marking Employees as Support Reps
• Setting Up Support Checklist

General Notices