CRM Service Mgmt – Delivery Capabilities Assessment

CRM - Service Process Assessment - Part B

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1. Field Service Management

1.1 Resource Management

1.2 Customer Engagement

1.3 Scheduling/Incidents Management

1.4 Document management

1.5 Mobile Solutions

1.6 Offline Access

1.7 Billing and Inventory

1.8 Automation

1.9 Integrations

1.10 IoT Capabilities

1.11 Preventative Maintenance

1.12 Warranty Management

1.13 Reporting and Analytics

1.4 KPIs

1.15 General

1.6 Franchisee/Service Agents Management

2. Service Management

2.1 Process

2.2 Service Level Management

2.3 Incident Management

2.4 Problem Management

2.5 Change Management

2.6 Configuration Management

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