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Three Use Cases for Service & Support
1.
Three Use Cases
for Service and Support Chris Robbins, Chevron Kimberly Jansen, Misys Steve Petrofsky, VeriSign Track: Service and Support Executives
2.
3.
Chris Robbins Technology
Manager, Service Center Center of Focus [email_address]
4.
5.
6.
7.
8.
9.
10.
Kimberly Jansen CRM
Programme Manager [email_address]
11.
12.
13.
14.
15.
16.
Impact on Case
Turnaround Times
17.
Case Origin Trend
Case Origin COMMON PORTAL ROLLOUT
18.
The Self-Service Effect
19.
20.
21.
22.
23.
Enhanced Portal –
Log a Case Field values dependent on Case Product area
24.
Enhanced Portal –
Solutions Enhanced Solution Searching per Category
25.
26.
27.
28.
29.
30.
31.
Steve Petrofsky Customer
Care [email_address]
32.
33.
34.
Content Purchase at
Media Site
35.
Integrated Web2Case
36.
Subscription Ringtone Purchase
37.
3 rd
Party Access to Web2Case
38.
Common Consumer Case
Form
39.
Sample Dashboard of
Consumer Support Demo Dashboard
40.
41.
42.
Kimberly Jansen CRM
Programme Manager Chris Robbins Technology Manager Steve Petrofsky Customer Care QUESTION & ANSWER SESSION
43.