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SharePoint Case Management SystemA beginner’s Guide‘‘SCMS is a cloud based ticketing toolthat explores customer happiness’’

ContentsSharePoint Case Management System- A beginner’s guide .1Contents.21. Introduction.31.1. MetaOption SharePoint Case Management System.31.2. Key features of SCMS.32. SharePoint Case Management System (SCMS).32.1. System Compatibility .43. Features of SCMS.53.1. Informative & Customizable Dashboard:-.53.2. Intake of New Tickets via E-Mail:-.63.3. Secured Access to Confidential Data:-.63.4. Track Ticket Status:-.73.5. Filter Tool:-.83.6. Cloud Support:-.93.7. Custom Fields:-.93.8. Admin tab:-.103.9. Email notification:-.113.10. Personalized Software Training:-.124. SCMS Case Study.124.1. SCMS advantages.135. Company Overview.14

1. IntroductionIn this age of growing competition, many organizations are overwhelmed by competitiveintensity. Businesses are striving for excellence in every area possible so that they can stand outamongst their competitors and everyone wants to make a lasting impression on customers.If you are also among them then focus your attention on query resolution of customersbecause if you will not take care of your customer someone else will.1.1. MetaOption SharePoint Case Management System“If you are on wild goose chase to explore customer satisfaction then your search ends here withMetaOption SCMS.”A happy customer means successful business. This thought led our SharePoint developers atMetaOption LLC to develop a new solution for handling customer queries in a more efficientmanner. After doing a deep research and understanding the need of all the businesses ourteam of SharePoint experts have developed a Cloud-based ticketing tool that not only offerswell approached manner for query resolution but also proffers thorough business insights.Organizations can build strong customer relationship and deliver exceptional customerservice with the help of SCMS.1.2. Key features of SCMSRRRRTo bring the customer and the business enterprises on a single platformFind an appropriate solution of customer’s complaintsBuild healthy customer relationship.Improve brand image of the organization2. SharePoint Case Management System (SCMS)“The depth and breadth of SCMS platform resolves customer’s issues in real-time analyticswith a wide range of satisfaction.”SharePoint case management system is simply a Case Management application, which aimstowards offering complete support and assistance to a customer or user, regarding any request,complaint or issues raised up by them. This is one of the most precious resource/assetfor any system, as it plays an important role in its smooth functioning.

The main advantage of SCMS is its customization feature which helps in day-to-day operationaland management works. Each and every business organization have different requirement,and SCMS can be customized according to business needs.SCMS have answer of all the following questions:-RRRRRRWho wants what?Who’s going to work on this?When did they ask; when was it done?How much time did it take (billing, hours)?What’s left to do?Is everything is summarized and presented in a simple and intuitive manner?2.1. System Compatibility:The system compatibility of SCMS is with:-RRRSharePoint 2010SharePoint 2013Coming Soon with Office 365 version of SharePoint Online3. Features of SCMS“Build strong customer relationship with robust and inventively designed ticketing tool”MetaOption SharePoint Case Management System is highly sophisticated and innovative helpsoftware, which packs various advanced features and tools. SCMS is widely being used bynumerous business enterprises and organizations, all around the globe. This help desksoftware is an ‘all-in-one’ solution for all your help desk’s requirements and needs. This ticketmanagement system is added with various beneficial tools and features:-3.1. Informative & Customizable Dashboard:CMS features a highly advanced and user-friendly dashboard that is not only very informative,but also easily customizable. Equipped with informative tabs and quick tracking tools, theSCMS dashboard serves as a one-stop solution for the users, offering them quick access tonew tickets, Life cycle of tickets, Status & mail logs, user performance, and much more.

3.2. Intake of New Tickets via E-Mail:You can submit a new ticket in SCMS by simply sending an email to your support desk, which is then requiredto enter the service request or complaint in the same mail. After this, a new ticket will be registered by thesystem automatically. The main advantage of this ticketingsystem is that it can accept new tickets through all the commonly used email networks.3.3. Secured Access to Confidential Data:Built on the highly advanced and secure Microsoft SharePoint platform, SCMS ensures that allthe confidential ticketing data is fully protected against any potential threat. All users,including the admin are required to enter a password for accessing the SCMS dashboard,which guarantees that no unauthorized user can get access to sensitive information.

3.4. Track Ticket Status:-vAmongst the key highlights of SCMS is its extremely user-friendly interface. Adedicated tracking bar is available on every page, and the user can track the lifecycleand other details of a ticket by simply entering the ticket number in this bar.

3.5. Filter Tool:SCMS features an exceptional filtering tool in the “View All” section that helps the users infiltering the tickets they want to view. The Filter tool allows the users to filter the data as pertheir requirements, allowing them to get the specific information they need. It offers thefollowing filters:RRRRTicket StatusRNo. of RecordsPriorityStart DateEnd DateThe Filter tool of MetaOption’s SCMS is immensely helpful to the support desk them as ithelps them to narrow down the searches quickly, allowing them to view all the tickets with acommon or specific field detail like date, priority, status, etc. For example, by using the Filtertool, you can view all the tickets added on a particular date, or view all tickets that are on highpriority.

3.6. Cloud Support:The exceptional Cloud support sets SCMS apart from other case management systems. Theticketing database in SCMS is stored on a secured Cloud at the client side. By offering cloudstorage at the client side, SCMS in a way offers unlimited Cloud storage as the clients getcomplete control of what they want to store, and how much storage space they require. Keyadvantages of SCMS Cloud support are:RRRRRRRNo Data lossInvisibilityAccessibilityComplete SecurityEasy Sharing & CollaborationsAdvanced Backup & RecoveryLow-cost Backup3.7. Custom Fields:Every business organization has its own unique way of fulfilling its business requirements;Custom fields in SCMS helps the users to do just that. “Manage Custom Field” option isprovided in the “Admin” tab of SCMS. It allows the users to add new custom fields or deletethe existing fields in the ticket format.

3.8. Admin tab:The “Admin tab” of SCMS gives advanced controlling powers to the administrators, allowingthem to add new users, delete existing users, or change their accessing rights. Using this tab,administrators can manage the privileges of different users and decide whether or not theycan view or edit the ticketing database.3.9. Email notification:SCMS features automatic email notification functionality. So, whenever any new ticket isadded, or any edit is made in the existing tickets, an automatic email is sent to the customers,and everyone else associated with the ticket. The notification email contains essential detailslike the ticket number, priority level, information of the person attending it, assigning date,status, last modification date, and information of the person who made the modifications.Hence, the Email notification functionality of SCMS keeps the customers updated with theprogress made in their tickets.

3.10. Personalized Software Training:Though SCMS is a very user-friendly tool, we at MetaOption offer personalized softwaretraining in SCMS to our clients post its successful deployment at their workplace. The trainingis aimed at making the clients aware of all the advanced and innovative features of SCMSticket management system so that they can work with them in the most efficient manner.Moreover, our technical support team also offers 24 X 7 technical support to all our clients.4. SCMS Case StudySharePoint Case Management System or SCMS is a cloud based ticketing tool that bringscustomer and business enterprises at a single platform. This is an innovative ticketingapplication designed by MetaOption LLC, a premier software development company basedin Jersey City, NJ that specializes in developing customized business solutions for enterprisesof all sizes, across all industry verticals. SCMS not only offers a better approach for tickethandling, but also provides in-depth business insights.The main objective behind designing SCMS was to incorporate the capabilities of SharePointfor creating a robust ticketing tool. SCMS integrates the Cloud features of SharePoint onlinedocument sharing to allow the company’s support team to collaborate with each other anddeliver better customer support services to its clients.While developing SCMS on SharePoint 2010 platform, our developers faced some hiccups inhandling email configurations as many junk mails were being generated by the ticketing tool.To overcome this, we carefully reviewed the technical aspects of the application and finallywere successful in restricting the generation of junk mails. Also, to build a better ticketingmail, our developers decided to add text editor selection in SCMS

Another problem that we encountered while developing SCMS was that users could not addimages in the query as many browsers don’t support image pasting. To do away with thisproblem, our SharePoint experts came up with a browser based tab for SCMS that allowedthe users to insert images in the query, seamlessly.After thorough research and modeling, our SharePoint professional were able to developSCMS, a world-class on-premise ticketing tool, which is functional both within and outsidethe domain.Within a short span of time, SCMS has built itself the reputation of an exceptional ticketingapplication that enables the business organizations to get real-time analytics of customerresolution and henceforth increased operational productivity.4.1. SCMS advantagesRRRResolution of customer complaints in real-time.REnhances the brand image and reputation of the company.Helps in building healthier customer relationship.Improves operational productivity.5. Company Overview“Reveal unmet needs in the future with our technical experts”Headquartered in Jersey City, NJ, MetaOption LLC is a premier software developmentcompany that offers innovative solutions to all types of small, medium and big businessesacross all industry verticals. Our software developers and consultants leverage the latesttechnology advancements to deliver the most robust, proactive and customized IT solutionsto our clients to help them streamline their business processes and increase their productivity& profitability.