Case management enables customer service requests to be created, assigned, and managed from a central location

 Complete view of customer information promotes better understanding of specific customer needs and other account-related issues

 Automated routing and queuing of service requests is achieved using customizable workflow rules

 Auto-response e-mail generates automatic responses to customer requests

 E-mail management automatically records customer communications and associates e-mail messages with appropriate customer records

 Service scheduling makes it easy to manage service resources and to better understand resource and equipment allocation, usage, and effectiveness

 Searchable knowledge base is a repository for the publishing of support articles and information

 Service contracts can be created, maintained, and updated automatically