Getting Started With Issue Management
Using the Support Management feature lets you improve your customer support by enabling and setting up the Issue Management feature.
To set up this feature, a user with the Issue Administrator role must customize issue record selections and set up your company's issue resolution workflow.
Enabling the feature and giving employees access to issues require the account Administrator role.
To get started with Issue Management:
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Enable the feature at Setup > Company > Setup Tasks > Enable Features.
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Click the CRM subtab, and then under the Support section, check the Issue Management box.
Note:This requires the Administrator role.
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Set issue management preferences at Setup > Issues > Preferences > Issue Preferences. For more information, see Setting Issue Management Preferences.
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Customize and add to the following lists:
If you're not sure how to customize these lists yet, you can edit them later after using the feature with the default lists.
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Set up product records with modules, versions, and builds at Issues > Setup > Products. For more information, see Working with Products and Modules.
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Create or edit the issue role types that define how employees with different responsibilities handle issues and the default settings for issue records. For more information, see Creating Issue Role Types.
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Give employees access to issue records in one of two ways:
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Assign the issue role types to roles already used by the employees at Setup > Users/Roles > User Management > Manage Roles.
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Assign the issue user roles to employees on employee records at Lists > Employees > Employees.
Note:This requires the Administrator role.
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Create employee groups from lists at Issues > Relationships > Groups > New. Set up groups of people for the following purposes:
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Product Team groups – Can be selected in the Product Team field on issues. Product teams decide who's responsible for resolving an issue. Team members get an email when an issue is first entered so everyone is aware of the problem.
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Functional Team groups – Can be emailed copies of the issue from the Communication subtab on issue records. You can check this box for all product team groups. Then create additional function team groups for any other teams you want to email.
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Issue Role – When you select a role that corresponds to the role of this group's members, this group can be assigned to issues.
For more information, see Creating Employee Groups for Issues.
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Customize the email notification your employees and customers receive when issues are created or updated. For more information, see Customizing Issue Notification Email.
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Create issue tags to set constant keywords for issues at Setup > Support > Issues > Issue Tags. For more information, see Setting Up Issue Tags.
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Create and edit issue statuses at Setup > Issues > Setup Tasks > Issue Statuses. For more information, see Setting Up Issue Statuses.
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Create and edit external issue statuses at Setup > Issues > Setup Tasks > Issue External Statuses. Customers can see these statuses in the Customer Center when you allow access. For more information, see Creating an Issue External Status.
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To set how issues move through the resolution process. Creating an Issue External Status
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Go to Issues > Setup > Manage Status Transitions. For more information, see Managing Issue Status Transitions.
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For example, you don't want an issue that's been set to In Progress to be changed back to Submitted. In the In Progress row, you check the boxes in every column except the Submitted column.
If you edit or create issue statuses after setting this page, you must return to this page to reset the status workflow.
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Set your individual preferences for issue email notification at Home > Set Preferences. On the General subtab, set the Default Issue Email Notification and Notify Me Upon Issue Assignment fields.