Customer Support Software - System Requirement Specification sample page

Sample pages


	CRM - Customer Support Software - System Requirement Specification Checklist sample



		Key - for tick boxes


	CRM System Checklist - click here to return to details

C Currently in Use
E Essential (Expected future requirement)
D Desirable (Expected future requirement)
N Nice...to have (Expected future requirement)


	Ref


	Customer Support continued (page 86)


	C


	E


	D


	N


	7.2


	Activity management


	7.2.1

Strategic and tactical service planning


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	7.2.2

Resource planning


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	7.2.3

Service administration


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	7.2.4

Support single and multi tiered service operations


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	7.2.5

In-house or external repairs


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	7.2.6

Receive customer support requests from multiple channels


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	7.2.7

Segment support requests based on user defined criteria eg by product categories, type of customer, service level


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	7.2.8

Create service / support plans, schedule tasks and delegate actions to others, to resolve requests / issues


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	7.2.9

Facilitate customer support staff collaborating to resolve issues


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	7.2.10

Facilitate global support with:


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	7.2.10.1

- multi lingual and multi currency capabilities


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	7.2.10.1

- local and global time zone settings


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	7.2.11

Track the status of customer support requests


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	7.2.12

Maintain full history of previous support issues and customer interactions


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	7.2.13

Synchronise activities, contacts and calendar information with personal information managers eg Outlook, Lotus Notes


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	7.3


Customer support ticket management


	7.3.1

Access, view, update all information necessary to resolve the customer issue


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	7.3.2

Unlimited free format text for problem description / nature of the issue


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	7.3.3

User defined problem areas, categories, issues


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	7.3.4

Multiple problem statuses eg assigned, in process, closed


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	7.3.5

Multiple urgency or priority levels eg high, medium, low


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	7.3.6

Automatic system generated ticket id or reference number


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	7.3.7

Multiple activity plans, to trigger activities in the correct order to drive service requests through to completion


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	7.3.8

Date / time problem received and name


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	7.3.9

Date / time assigned and name


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	7.3.10

Date / time resolution needed by


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	7.3.11

Date / time system last updated and name


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	7.3.12

Date / time problem completed, name completed by


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	7.3.13

Monitor and track time to problem resolution


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	7.3.14

Unlimited free format text for problem resolution details


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	7.3.15

Follow up email, letter, call and date


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