Collaborative Support Management within Tour de Force

• Create Account, Contact, or Opportunity-based Support Items for yourself or assign to others


• Set-up user-defined fields to track and report Support cases by product, vendor, or any other method


• Automated email notification of Support Items on creation, due and reminder dates


• Link Support-related documents directly to Support Item for reference and historical record


• Maintain extensive user Notes as a Support Item passes through the resolution process

The Tour de Force Support form can be configured to meet the business needs of service departments or organizations that provide technical support to prospects, customers, and other business relationships such as a dealer channel. This form allows customer service representatives and support technicians to efficiently track and manage every detail related to support request.

Microsoft Outlook also allows users to track the progress of these Support items, as well as to assign these Support items to other users. When a Support item is assigned to another user, a Support Request is sent to that user.

A Support Request is a request in an email message asking the recipient to complete that Support item. The user who receives the Support Request becomes the temporary owner of the Support item. The recipient can decline the Support item, accept the Support item, or assign the Support item to another user.

Tour de Force offers ways to organize Support items to help users manage these Support items more efficiently. Support items can be created and maintained in Task lists, as well as tracked for all support requests associated with prospects, customers, and other business relationships that need to be monitored until completion.

When a Support item is created in Tour de Force , the Support item is associated with the Account, Contact, or Opportunity record, as well as placed on the Tasks list of the owner associated with the Support item. The Support item in Tour de Force is a public copy of the Support item, while the Support item on the Tasks list of the owner is a private copy of the Support item.

The owner of the Support item in Tour de Force is the user that created the Support item. The user that created the Support item is always the TDF Owner , even when that user assigns the Support item to another user.

When Support items are assigned to another user, and that user accepts the assignment, a Microsoft Outlook Support item is added to the Task List associated with that user.

When viewing a Support item in Tour de Force , the Support item and form that opens depends on the owner of the Support item. If the owner of the Support item views the Support item, the private copy of the Support item of that user displays. If a user that is not the owner of a Support item views the Support item, then the public copy of the Support item displays.