|
Latest version 1.1
SupportCenter Plus - Product Roadmap (Version 1.0)
Note: This is only a tentative schedule. The
implementation of feature(s)
may vary based on internal priorities and
time.
|
( Last Updated : 22nd Aug 2008)
(Last Updated : 16th Mar 2009)
|
Q4 2008
Multi Channel Support - I
- Chat Integration (Moved to Q2 2009)
- A chat interface embedded into the
customer portal
- Ability for customers to chat with
Support Reps online
- Ability to
convert the chat
conversation
into a new request or attach it to an existing request as a
conversation
|
|
|
Customer Portal Enhancements
- A completely configurable web portal including
what should appear on login & what should appear after login (7.5
Release)
- A simple url for the portal like for example
http://server_name/portal (Moved to Q2 2009)
- Configurable option for contact to close a
request (7.5
Release)
- Ability for contacts to search through their
requests (Moved
to Q4 2009)
- Ability for contacts to run already created
reports (7.5
Release)
- Ability for users to register themselves (or)
with administrator approval (7.5 Release)
|
|
Contract Enhancements
- Support Rep based billing to be incorporated as
one of the billing types (just like the hour-based, incident-based) (Moved
to Q4 2009)
- Display the whole contract history with
renewals in a single view (7.5 Release)
- Service Entitlement - Ability to configure to
warn/do not allow to create requests/disable login/disable solution
browsing etc when the contract has expired (Moved
to Q4 2009)
|
|
Request Module Enhancements - I
- Ability to mark request conversations as
public/private (Completed)
- Support for secured email fetching (POPS, IMAPS
protocols) (7.5
Release)
- Moving request description from database to
files (Moved
to Q2 2009)
- Reply Templates (Canned Responses) (Completed)
- Navigating to the Next/Previous requests from
the request view page (Moved to Q2 2009)
- Option to record the "Last Action Performed" on
the request and report based on it (Moved to Q3 2009)
- Ability to auto-cc a set of people
(technicians, account managers, customers, customer managers) per
account when a request is created for an account (Moved to Q2 2009)
|
|
Solution Enhancements
- Ability for
Support Reps to submit solutions for approval and Support Reps with
higher privileges would be able to approve solutions (Completed)
|
|
Active Directory Integration
- Ability to
import & periodically synch Support Reps with Active Directory (Completed)
|
|
|
|
Q1 2009
Department based settings (7.5 Release - Will be called
Business Units)
- Every organization, big or small, is
divided into departments based on the activity they do, based on the
products they develop or handle. The needs and configurations of
one Support Team representing one department may not be the same for
another department. For example, the Support department handling
the queries of a Chat software would like to set the Categories as
Connection related Queries, Editor Queries, Chat Transcript Export
Queries. On the other hand the Support department handling the
queries of a Network Management Product would have categories as
Monitoring Queries, Alert Queries, Discovery related Queries, Protocol
related Queries etc. So, there is a need for every department to
have configurations that suit their job.
- Almost all configurations based on
Department
- Support Reps will be able to view data
from their departments only.
- Please note : When including this feature
there will be license implications
|
|
|
Brand New Interface (Major part in 7.5 Release and more UI
enhancements
to follow)
- We are bringing
in a brand new interface. The main goal of this interface is
ajax-based faster loading pages with loads of usability
enhancements. Every piece of software revisited to improve the
usability and performance.
|
|
Search Enhancements (Moved to Q2 2009)
- Search is one of
the most important enhancements that is required in SupportCenter. A
tool like SupportCenter should be able to quickly dig out any
information.
|
|
Multi-Channel Support - II
- Computer Telephony
Integration (CTI)
- Integration for most common EPBAX software
(Integration with Asterisk included in the 7.5 release.)
- Ability to display the caller history to the
Support Reps as soon as a call lands on the line. (7.5
release for Asterisk)
- Ability to pick the call through the software
(Moved to Q2 2009)
- Ability to dial a number through the
software. (Moved
to Q2 2009)
- Ability to convert a telephone conversation
into a new request or attach it to an existing request as a
conversation (Moved
to Q2 2009)
|
|
Request Module Enhancements - II
- Form customization
enhancements
- Different templates having different set of
fields (7.5
Release)
- Ability to define the order of appearance of
fields (7.5
Release)
- Ability to define a set of tasks along with
templates (7.5
Release)
- Ability to define dependent fields (Will be
considered
later)
- Ability to define more additional fields like
boolean fields,
check boxes, radio buttons etc. (Will be
considered
later)
- Automatically search the knowledge
base/solutions (ajax-based) when creating requests & suggest
solutions to the user creating the request. (Moved to Q2 2009)
- Request Event Timeline - Graphically
representing each event that occurred on the request on a time line. (Will be
considered
later)
- Chronological order of events on the requests
(7.5 Release
- Notes moved to the conversations section)
- Changing rate/hr when entering the time entry (Moved to Q2 2009)
- Ability to define formulae, operators etc for
additional fields. (Will be
considered
later)
- Different rates during working hours &
after hours,weekends, holidays etc (Moved to Q2 2009)
- Including response times in SLAs (Moved to Q2 2009)
- Ability to define personalized signatures (Completed)
- Ability to configure the print options - what
to be included, the order etc (Moved to Q2 2009)
- Ability to "Add Request & Close" from
Request Creation screen for adding a request & then setting the
status to close in one action (Moved to Q2 2009)
|
|
Calendaring (Moved to Q3 2009)
- Technician Calendar
- Integration with Outlook Calendar
|
|
PDA Client Support
- Ability to connect to Supportcenter server
using a PDA. This would help field technicians to check their
requests and act upon them remotely. (Moved to Q3 2009)
|
|
Account & Contact Enhancements
- Ability to add products for sub-accounts (Moved
to Q4 2009)
- Automatically assigning a new contact to an
account based on domain (Moved to Q2 2009)
- Role support for Account Managers (Please note
: When including this feature, there will be license implications.) (Moved to Q3 2009
- Feature redefined)
|
|
|
| |
|
Q2 2009
Exposing APIs for third-party application
access
- Integration
with third party applications through APIs (Moved
to Q4 2009)
|
|
|
Defect Tracking System (Will be
considered
later)
- A module that will work in conjunction with the
Request module.
- Defects & enhancements can be tracked and
customers can be kept posted.
|
|
Admin Module Enhancements
- Ability for administrator to define the default
view for Support Reps, Contacts & Account Manager (Will be
considered
later)
- Marking configurations as
inactive/obsolete. (Will be
considered
later)
- Enhancements in Business Rules (Will be
considered
later)
- More fields like the reports
- Ability to define notifications as an action
- Configurable option to run through multiple
business rules
- Configurable option to apply business rules
even when editing a request.
- Ability to define rules to automatically
assign Support Reps based on various factors like the Support Rep load
etc. (Moved
to Q3 2009)
- Business rules in conjunction with
operational hours, shift timings etc.
|
|
Data Archiving
- Ability to
archive the data that was created before a given time period. (Moved
to Q4 2009)
|
|
Survey Settings (Moved to Q3 2009)
- Configurable options when & whom to send
the survey ( per
department, per account, per Support Rep etc )
- More options when creating survey (regarding
the question types and answer options etc)
- Enhanced survey based reports
|
|
Report Enhancements (Moved to Q3 2009)
- Reports where parameters are dynamic & got
at the time of running the report
- Reports to be run on last n days.
- Top N, Highest N, Least N, Lowest N options
when running reports
- Defining the layout (where the entities like
header, footer, data, chart etc) of the reports
|
|
Role Enhancements (Will be
considered
later)
- Ability to provide more fine grained
permissions to Support Reps & Account Managers not just the simple
view, edit etc . For
eg. Authorized to edit/reset the due date, change the status,
approve time entries etc
|
|
Request Module Enhancements - III
- Time sheet approval module (Moved
to Q4 2009)
- Enhancements in the Reminder section (Moved to Q3 2009)
- Ability to view the replies sent out from
Supportcenter in a separate view (Will be
considered
later)
- Improved Request/Reply Editor (Moved to Q2 2009)
- Trash Support - Deleted requests can be
retrieved from the Trash View (Moved to Q3 2009)
|
|
|
|
|
|
