SharePoint Case Management SystemA beginner’s Guide

‘‘SCMS is a cloud based ticketing tool that explores customer happiness’’

Contents

SharePoint Case Management System- A beginner’s guide ........................................................1

Contents..............................................................................................................................................2

1. Introduction...................................................................................................................................3

1.1. MetaOption SharePoint Case Management System..............................................................3

1.2. Key features of SCMS .................................................................................................................3

2. SharePoint Case Management System (SCMS).........................................................................3

2.1. System Compatibility ................................................................................................................4

3. Features of SCMS...........................................................................................................................5

3.1. Informative & Customizable Dashboard:-..............................................................................5

3.2. Intake of New Tickets via E-Mail:-...........................................................................................6

3.3. Secured Access to Confidential Data:-.....................................................................................6

3.4. Track Ticket Status:-...................................................................................................................7

3.5. Filter Tool:-..................................................................................................................................8

3.6. Cloud Support:-..........................................................................................................................9

3.7. Custom Fields:-...........................................................................................................................9

3.8. Admin tab:-.................................................................................................................................10

3.9. Email notification:-....................................................................................................................11

3.10. Personalized Software Training:-...........................................................................................12

4. SCMS Case Study..........................................................................................................................12

4.1. SCMS advantages.......................................................................................................................13

5. Company Overview......................................................................................................................14

1. IntroductionIn this age of growing competition, many organizations are overwhelmed by competitive intensity. Businesses are striving for excellence in every area possible so that they can stand out amongst their competitors and everyone wants to make a lasting impression on customers. If you are also among them then focus your attention on query resolution of customers because if you will not take care of your customer someone else will.

1.1. MetaOption SharePoint Case Management System

“If you are on wild goose chase to explore customer satisfaction then your search ends here with

MetaOption SCMS.”

A happy customer means successful business. This thought led our SharePoint developers at MetaOption LLC to develop a new solution for handling customer queries in a more efficient manner. After doing a deep research and understanding the need of all the businesses our team of SharePoint experts have developed a Cloud-based ticketing tool that not only offers well approached manner for query resolution but also proffers thorough business insights. Organizations can build strong customer relationship and deliver exceptional customer service with the help of SCMS.

1.2. Key features of SCMS

R To bring the customer and the business enterprises on a single platformR Find an appropriate solution of customer’s complaints R Build healthy customer relationship.R Improve brand image of the organization

2. SharePoint Case Management System (SCMS)“The depth and breadth of SCMS platform resolves customer’s issues in real-time analytics with a wide range of satisfaction.”

SharePoint case management system is simply a Case Management application, which aims towards offering complete support and assistance to a customer or user, regarding any request, complaint or issues raised up by them. This is one of the most precious resource/asset for any system, as it plays an important role in its smooth functioning.

The main advantage of SCMS is its customization feature which helps in day-to-day operational and management works. Each and every business organization have different requirement, and SCMS can be customized according to business needs.

SCMS have answer of all the following questions:-

R Who wants what?R Who’s going to work on this?R When did they ask; when was it done?R How much time did it take (billing, hours)?R What’s left to do?R Is everything is summarized and presented in a simple and intuitive manner?

2.1. System Compatibility:-

The system compatibility of SCMS is with:-

R SharePoint 2010R SharePoint 2013R Coming Soon with Office 365 version of SharePoint Online

3. Features of SCMS“Build strong customer relationship with robust and inventively designed ticketing tool”

MetaOption SharePoint Case Management System is highly sophisticated and innovative help software, which packs various advanced features and tools. SCMS is widely being used by numerous business enterprises and organizations, all around the globe. This help desk software is an ‘all-in-one’ solution for all your help desk’s requirements and needs. This ticket management system is added with various beneficial tools and features:-

3.1. Informative & Customizable Dashboard:-

CMS features a highly advanced and user-friendly dashboard that is not only very informative, but also easily customizable. Equipped with informative tabs and quick tracking tools, the SCMS dashboard serves as a one-stop solution for the users, offering them quick access to new tickets, Life cycle of tickets, Status & mail logs, user performance, and much more.

3.2. Intake of New Tickets via E-Mail:-You can submit a new ticket in SCMS by simply sending an email to your support desk, which is then required to enter the service request or complaint in the same mail. After this, a new ticket will be registered by the system automatically. The main advantage of this ticketing system is that it can accept new tickets through all the commonly used email networks.

3.3. Secured Access to Confidential Data:-

Built on the highly advanced and secure Microsoft SharePoint platform, SCMS ensures that all the confidential ticketing data is fully protected against any potential threat. All users, including the admin are required to enter a password for accessing the SCMS dashboard, which guarantees that no unauthorized user can get access to sensitive information.

3.4. Track Ticket Status:-v

Amongst the key highlights of SCMS is its extremely user-friendly interface. A dedicated tracking bar is available on every page, and the user can track the lifecycle and other details of a ticket by simply entering the ticket number in this bar.

3.5. Filter Tool:-

SCMS features an exceptional filtering tool in the “View All” section that helps the users in filtering the tickets they want to view. The Filter tool allows the users to filter the data as per their requirements, allowing them to get the specific information they need. It offers the following filters:

R Ticket StatusR PriorityR Start DateR End Date

R No. of Records

The Filter tool of MetaOption’s SCMS is immensely helpful to the support desk them as it helps them to narrow down the searches quickly, allowing them to view all the tickets with a common or specific field detail like date, priority, status, etc. For example, by using the Filter tool, you can view all the tickets added on a particular date, or view all tickets that are on high priority.

3.6. Cloud Support:-

The exceptional Cloud support sets SCMS apart from other case management systems. The ticketing database in SCMS is stored on a secured Cloud at the client side. By offering cloud storage at the client side, SCMS in a way offers unlimited Cloud storage as the clients get complete control of what they want to store, and how much storage space they require. Key advantages of SCMS Cloud support are:

R No Data lossR InvisibilityR AccessibilityR Complete SecurityR Easy Sharing & CollaborationsR Advanced Backup & RecoveryR Low-cost Backup

3.7. Custom Fields:-

Every business organization has its own unique way of fulfilling its business requirements; Custom fields in SCMS helps the users to do just that. “Manage Custom Field” option is provided in the “Admin” tab of SCMS. It allows the users to add new custom fields or delete the existing fields in the ticket format.

3.8. Admin tab:-

The “Admin tab” of SCMS gives advanced controlling powers to the administrators, allowing them to add new users, delete existing users, or change their accessing rights. Using this tab, administrators can manage the privileges of different users and decide whether or not they can view or edit the ticketing database.

3.9. Email notification:-

SCMS features automatic email notification functionality. So, whenever any new ticket is added, or any edit is made in the existing tickets, an automatic email is sent to the customers, and everyone else associated with the ticket. The notification email contains essential details like the ticket number, priority level, information of the person attending it, assigning date, status, last modification date, and information of the person who made the modifications. Hence, the Email notification functionality of SCMS keeps the customers updated with the progress made in their tickets.

3.10. Personalized Software Training:-

Though SCMS is a very user-friendly tool, we at MetaOption offer personalized software training in SCMS to our clients post its successful deployment at their workplace. The training is aimed at making the clients aware of all the advanced and innovative features of SCMS ticket management system so that they can work with them in the most efficient manner.

Moreover, our technical support team also offers 24 X 7 technical support to all our clients.

4. SCMS Case StudySharePoint Case Management System or SCMS is a cloud based ticketing tool that brings customer and business enterprises at a single platform. This is an innovative ticketing application designed by MetaOption LLC, a premier software development company based in Jersey City, NJ that specializes in developing customized business solutions for enterprises of all sizes, across all industry verticals. SCMS not only offers a better approach for ticket handling, but also provides in-depth business insights.

The main objective behind designing SCMS was to incorporate the capabilities of SharePoint for creating a robust ticketing tool. SCMS integrates the Cloud features of SharePoint online document sharing to allow the company’s support team to collaborate with each other and deliver better customer support services to its clients.

While developing SCMS on SharePoint 2010 platform, our developers faced some hiccups in handling email configurations as many junk mails were being generated by the ticketing tool. To overcome this, we carefully reviewed the technical aspects of the application and finally

were successful in restricting the generation of junk mails. Also, to build a better ticketing mail, our developers decided to add text editor selection in SCMS

Another problem that we encountered while developing SCMS was that users could not add images in the query as many browsers don’t support image pasting. To do away with this problem, our SharePoint experts came up with a browser based tab for SCMS that allowed the users to insert images in the query, seamlessly.

After thorough research and modeling, our SharePoint professional were able to develop SCMS, a world-class on-premise ticketing tool, which is functional both within and outside the domain.

Within a short span of time, SCMS has built itself the reputation of an exceptional ticketing application that enables the business organizations to get real-time analytics of customer resolution and henceforth increased operational productivity.

4.1. SCMS advantagesR Resolution of customer complaints in real-time.R Helps in building healthier customer relationship.R Improves operational productivity.

R Enhances the brand image and reputation of the company.

5. Company Overview

“Reveal unmet needs in the future with our technical experts”

Headquartered in Jersey City, NJ, MetaOption LLC is a premier software development company that offers innovative solutions to all types of small, medium and big businesses across all industry verticals. Our software developers and consultants leverage the latest technology advancements to deliver the most robust, proactive and customized IT solutions to our clients to help them streamline their business processes and increase their productivity & profitability.

Our business-oriented IT solutions help the organizations to plug-in the loopholes in their key business processes, minimize their losses, and achieve the maximum ROI (Return on Investment). At MetaOption, we offer a broad range of custom IT solutions, which include content management, inventory management, and ticketing solutions. We are a Microsoft Gold Certified Partner that delivers popular Microsoft solutions like Dynamics NAV, CRM, GP, and much more to the business enterprises at very competitive prices. Moreover, we are also experts in delivering unrivaled IT staffing and recruitment services at very competitive prices. MetaOption brings with it an ocean of opportunities that can give wings to any business, large or small. We hear our customers, carefully identify their business requirements, and try to address them in the best possible way.

“Thank You”

We would like to extend our appreciation for going through this e-book.

To know more about the capabilities of SharePoint Case Management System,

Please download our detailed product brochure.

To know more, please visit:

SCMS Website

MetaOption Website

Look forward to hear from you.

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choice. Alternatively you can reach us at: Contact

We will be glad to serve you in fulfilling your requirements and helping you excel with

SharePoint.

MetaOption LLC.Headquarters: 574 Newark Ave,Suite 210 Jersey City,NJ 07306Phone: +1(201)377-3150

Email: scms@metaoption.comWebsite: http://www.spcasemanagement.com/