When using Maximizer to handle Customer Service Cases
it is often a good idea to configure the options for monitoring
and notification so that customers and staff are kept in the loop about
Within Maximizer the key differences between case
monitoring and case notification are who the alerts go to. Case
Monitors are internal Maximizer users who will receive updates
on all cases and case actions where are the Case Notifications
go only to the customer the case was created for. All alerts
are sent out as e-mail.
Before configuring the alerts you should take a moment
to create an e-mail template you are happy within the Maximizer Editor
(this template can contain merge codes to allow it to be personalised as
needed). Once complete you should export these templates as plain .txt
files and keep them handy for use later on.
To setup the case monitoring/notification you will
need to start the Maximizer Administrator and click File>>Preferences.
Once in the preferences screen click the Customer
Now you can use the Monitoring & Notification buttons
to configure the options.
The Monitoring screen allows you to add Maximizer
users to the list of monitors (they will be alerted to all case activity
for all cases).
The notification screen allows you to setup the
templates you want to use for e-mailing out details of the actions
undertaken. It is from here you assign the templates you created
earlier to the actions you want them to trigger off. You do this simply
by clicking the Assign button and importing the template.
Further information on case monitoring and
notification is available in the manual under the Customer Service