The service management module of CRM4Legal consists of these core components:
Service Requests
Service management is about creating, managing, and tracking service requests. Service requests can include client service requests (assistance with legal advice, copy of an invoice – supplied through a Help Desk) and client complaints (someone complaining about an unresolved issue) to mini-projects (an internal request to the law firm IT department to add a new user or supply / setup a new PC).
Knowledge Base
The Knowledge Base is a repository of articles containing firm information, best practices, technical details, or any other documentation that business users access to address and resolve issues.
Queues
Queues are containers for work items, such as service requests or inbound emails. By default, each user of service requests has access to a personal “Assigned” and a personal “In Progress” queue. You can also define other shared queues to route cases to a holding place where users can access and move them to their personal queue. An example of a queue found in many services groups is an escalation queue. If a case is not resolved within a specified time frame or if it has a specified severity, it can be assigned to the escalation queue.
You can also configure queues based on expertise or area. For example, all service requests regarding HR may go to the “HR” queue, while cases regarding Property may go to a “Property” queue. Client service representatives (CSRs) with expertise in HR monitor the HR queue and CSRs with expertise in Property monitor the Property queue.
These elements can also be used as part of service management:
Product Catalog
In law firms that sell subscriptions or non-legal services (eg. room and facility bookings), the product catalog lists the products available for sale by the organization. Service only organizations may or may not use a product catalog.
Contracts
Contracts are the service agreements associated with products or services. For example, a law firm may use contracts as an internal tool to represent its guidelines for responding to client issues.
Service Scheduling
Service scheduling allows a firm to schedule resources (people, facilities, and so on) and time slots to resolve service requests.
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