Help Customers Help Themselves Reduce costs by empowering customers to find the solutions they need online — at their convenience. The powerful web knowledge base in SalesLogix puts the same intelligence used by your support team on your website — along with a search engine that simplifies the self-service experience with automatic FAQ and keyword highlighting. Plus, with SalesLogix WebTicket, customers and employees around the world can submit new tickets, attach related files, and update changes to existing tickets via the web. Streamline Support Center Activities With advanced problem tracking and resolution tools in SalesLogix, you can manage call and defect tracking, service contract renewals, and return material authorizations (RMAs). Better yet, the power of SalesLogix Support can be further enhanced with Integrated Service Alerts, a version of SalesLogix KnowledgeSync. This powerful solution generates rules-based alerts you and your team can receive via phone, e-mail, or pager when the situation demands SALESLOGIX SUPPORT TOP FEATURES Account and contact information Support ticket management Defect tracking Contract management Return material authorizations (RMAs) Standard problems and resolutions SpeedSearch Reporting Knowledge management Escalation management Web self-service Have Critical Information Ready When Customers Call Your support reps will respond faster, and help reduce support costs, with the powerful SpeedSearch™ knowledge base. SpeedSearch quickly recalls call tickets, defects, and standard problems and resolutions. Or reps can use a full-text search engine or access external files such as manuals, FAQ, and white papers — all to help customers get what they need, when they need it. Share Information with Your Front-Office Team SalesLogix Support is a fully-integrated component of the SalesLogix customer relationship management suite. All modules — Sales, Marketing, Support, and Web — share the same customer database to give your entire organization a consistent picture of your customers. Customize to Meet Specific Business Needs As your business grows and changes, you can customize SalesLogix Support to meet your business needs. Create or modify tabs, fields, tables, views, scripts, pick lists, reports, and security settings — it's up to you.