Hi everyone,

We are currently studying how we could use the Call Center for our internal and external support to replace our old external call center system(s). At the moment we are using Apps9 UPD14, but we are planning to go forward with upcoming IFS version.

What we are curious about, how others are actually using the system (in Apps9 or Apps10).

1. How are you sending case report to customer? Are you using “Send e-mail message” function and writing/copying the resolution to customer or have you created custom printout that will be attached to case? Something else? Our customers are requiring quite extensive report for the cases, with dates, locations, all communication, resolution, hours used etc..
2. Where “sensitive data” e.g. software code changes, of the case could be saved that way the customer cannot see it. “Our Description” or “Our Resolution” could be one place as we are only offering support in English.

And in general would love to see how others are using the Call Center in General..