Evaluación Scp

Comparison Document
Your Customer Support Software evaluation is not complete until you check out the comparison between different features of SupportCenter Plus. Here is a list prepared based on customer queries.

SupportCenter Plus Comparison Documents

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Features
SupportCenter Plus @ a glance A complete and comprehensive customer support software Easy web-based access Easy to installand configure Clear separation of Users (Administrators, Support Reps, Contacts, Account Managers) Fine grained access roles Comprehensive case/ticket tracking module Account & Contact Management module for tracking customer information Multitenancy through Business Units - Ability for multiple departments of an organization to track & manage their support process within a single installation ofSupportCenter Plus. A tightly integrated Contracts module that manages the contracts, SLAs & the billing options Reporting options to slice & dice data with options to create custom reports, schedule & email them. Options to enable server to be running in the secure mode Options to completely backup application configuration & data and ability to reconstruct the server from the backup. User andConfiguration Management Ability to define roles for Support Reps to provide fine grained access to the application Decide Customer HelpDesk settings like: Mail server settings, Business rules, Notification rules, Work Groups, Time, Requests templates etc Design Accounts and Contact settings such as: Industry, product type, web-portal configurations etc Define contract settings: Support plans,Support Services, Service Level Agreements, Operation hours, holidays User and Related Settings: Define roles, Add Support rep details, Account managers information, Active Directory and Operating System settings, User Survey settings

ManageEngine SupportCenter Plus
With difference in edition features Yes Yes Yes Yes Yes Yes

Compare With

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Yes Yes Yes

Yes

Yes

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SupportCenter Plus Comparison Documents

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Features
Business Units - This feature allows each Business Unit to create their custom configuration to suit their workflow for eg. different business rules, SLAs, contracts etc. Ability for user to set timezone & datetime format preferences Other Organizational details related settings

ManageEngine SupportCenter Plus
Yes

CompareWith

Yes Yes

Application WorkFlow - Customer SupportDesk Call and Case Tracking Customer Interaction Management Case Modes * Email to ticket conversion (Create tickets from incoming e-mail) * Phone * Customer Portal Ability to provide support to contacts using Remote Assistance tools Central repository to log and track issues Auto-generation of tickets Ability to notify support rep, contacts,primary contacts or account manager at different stages of the life cycle of the case. Receive SMS (short message services) from the application on assigning a trouble ticket Support for POP and IMAP Protocol Automatic classification and routing of messages based on workflow rules or business rules Automatically assigns a due-by time based on customer & the related contract (if available) Abilityto assign a priority, level, category to a case. Yes No Yes Yes Yes No Yes Yes

Yes Yes Yes Yes Yes

SupportCenter Plus Comparison Documents

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Features
Ability to assign a Group & a Support Rep to the case Ability to add notes to a case and mark it as public or private Ability to add additional case fields (text, numeric, date) to suit the business needs. Automatic grouping allconversations of a Cases/ Tickets that helps easy management of case Reply & Forward option in Cases/Tickets Ability to add attachments to case replies Ability to CC & BCC members who would be interested in the case Ability to define and use canned replies to Cases/ Tickets that would immensely reduce the time consumed for routine replies Ability to add time entry for the Cases/Tickets Time entry...