Successforce Blog
Archived post “New Service and Support Process Map”. Click here for all posts in Successforce Blog.
Search
Categories
- All Categories
- AppExchange Developer
- Custom Formulas
- Customizer
- Data Quality
- Developers
- Evaluation Resources
- In the News
- Management Strategy
- Marketing Administrator
- Mashups
- Mobile CRM
- New Admins
- New Marketing Execs
- New Sales Execs
- On-Demand Vision
- Partner Management
- Personal Productivity
- Personalized Account Review
- Polls
- Reporting and Analytics
- Reporting and Dashboards
- ROI / TCO
- Sales
- Sales Force Automation
- Sales Managers
- Service and Support
- Success Stories
- Support Administrator
- System Administrator
- System Update
- Training
- Website Integration
Recent Comments
- David Cromartie on Get Your Free Copy of AppExchange for Dummies
- David Cromartie on Get Your Free Copy of AppExchange for Dummies
- Anna Kraulis on Get Your Free Copy of AppExchange for Dummies
- Anna Kraulis on Get Your Free Copy of AppExchange for Dummies
- Spazure on Converting Date/Time function output into HH:MM:SS
- Spazure on Converting Date/Time function output into HH:MM:SS
- Darren on New Service and Support Process Map
- Darren on New Service and Support Process Map
- Tim Fields on Get Your Free Copy of AppExchange for Dummies
- Tim Fields on Get Your Free Copy of AppExchange for Dummies
This diagram is a good beginning to support. However it misses some key concepts that improve support services. For instance support isn't just a matter of logging, tracking and escalating cases. It is important to track trends and understand Root Causes.
Also what about configuration Management. Assets should be an important factor as we need to know which system (and potentially which component) has failed.
I could write pages about this more specifically however this is already done using a global best practices called Service Management (or ITIL) go to http://www.itsmf.com/ for more information.
Salesforce.com follows a methodology for Sales why can't it do the same for support?
Posted by: Darren | July 09, 2006 at 05:50 PM
Thanks for the input Darren. Are there other methodologies you think we should consider?
Posted by: Kingsley Joseph | July 09, 2006 at 07:46 PM
doe anyone else get a feedburner window while submitting a comment?
Posted by: Kingsley Joseph | July 09, 2006 at 07:46 PM
I strongly agree with Darren. Salesforce.com has an excellent SFA tool and potentially as good Service and Support. With small improvements in Products, Assets and Workflow areas it can be adapted as a basic ITIL compliant tool.
Regardless of what IT community thinks ITIL is one the best frameworks we can get to became measurable and controllable unit.
Personally I would like to see closer alignment of SFDC functionality with ITIL processes.
Posted by: Tomasz | July 10, 2006 at 12:46 AM
The key feature that will help us support ITIL will be case hierarchy relationships. The ability to have parent and child cases. I expect this by middle of next year.
Posted by: Larry Robinson | July 14, 2006 at 04:43 PM
Thanks Larry that sounds like a step in the right direction.
Posted by: Darren | July 16, 2006 at 05:43 PM