Service cases let you manage cases with the same KORE tools used for ticket sales opportunities. Unlike the CRM’s built-in functionality, you open and manage service cases on the Activity screen—it doesn’t take you away from your normal workflow. Each service case connects to a campaign, providing additional functionality with tools like the To-Do List and Fan Finder. A new Service Activities tab on the To-Do List makes it easy to see what you need to do to make things right with your clients.
Note: As of June 2020, this new feature is still in the rollout process. If your To-Do List doesn't have the Service Activities tab, your organization hasn’t received this update yet. Contact your KORE Success representative if you need it enabled sooner.
Creating service campaigns
During setup, KORE creates a generic service campaign. This serves as the default campaign for new service cases.
To get more value out of this feature, create additional service campaigns to track different kinds of service cases. For example, you may receive a lot of refund requests if an event is rescheduled. You could create a “Rescheduled event refunds” campaign, or you could get even more specific and create a campaign for each individual event, such as “Rescheduled 2020-06-01 event refunds”.
Create a service campaign just like you’d create a sales campaign: in the Ticketing module, select Campaigns, then click “New”. Enter a name for the service case, and optionally choose a campaign type. The Ad-Hoc Campaigns field must be set to either “Any” or “Ticketing”. Click “Save” when finished.
Creating new service cases
Service cases are a special entity related to an Activity. You can create one from an Account or Contact page—find the Activities section and click “Create Activity”. This will open the Activity window.
In the Activity Details section, open the Regarding drop-down list and choose “New Service Case”. The window will refresh to add the Campaign field, which defaults to the generic service campaign. Choose a different service campaign if you wish, then complete the rest of the form and click “Save as Completed”.
Using the To-Do List
The Service Activities tab in your To-Do List displays the service campaigns that need attention. Expand any service campaign to show its service cases, then click a subject line to open that case’s Activity screen.
Note: If you don’t see your service campaigns or service cases listed, check the To-Do List filters.