1. Customer Support Excellence with Sugar ©2010 SugarCRM Inc. All rights reserved. Jeff Tichenor Technical Support Manager 4/15/2010 1

2. Coping with cases 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 2

3. 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 3 Case management for users Dashlets Reports Saved Searches Knowledge Base Sugar Wireless

4. 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 4 Dashlets

5. 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 5 Reports

6. 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 6 Saved Searches

7. 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 7 Support Manager Overview - Dashlets

8. 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 8 Support Manager Overview - Reports

9. Implementing Your Support Process 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 9

10. 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 10 Implementing Your Support Process Support Workflows and Logic Hooks Customer notifications New cases submitted When a case is assigned Case status changes Manage internal processes Case assignment routing Customer responds through portal Case reassignment to tier 2

11. Case Surveys 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 11

12. 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 12 Case Surveys Custom Module built in Module Builder Workflows Sends an invite to the customer Notification to us when survey submitted by customer Customized web to lead form

13. 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 13

14. 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 14

15. 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 15 Case Survey: (Web-to-Lead form)

16. 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 16 Case Survey: Workflow alert email

17. Questions? 4/15/2010 ©2010 SugarCRM Inc. All rights reserved. 17