GoodBooks CRM Service- Feature Highlights
Case Management
Organize and manage customer service cases with structured categorization, assignment rules, and status tracking. Maintain complete case records, workflows, and service histories to ensure standardize...
Service Request Logging
Record service requests through a predefined intake process with fields for category, issue type, priority, and customer details. Auto-assign requests to the appropriate service teams based on configu...
Ticket Management
Handle service tickets with routing, escalation logic, reassignment controls, tagging, and full activity logs. Maintain a centralized ticket repository with complete incident history for reference and...
Customer Incident History
Maintain a chronological record of all previous customer service interactions, issues, resolutions, and communications. Provide service teams with a centralized repository of incident data for referen...
SLA Definitions & Monitoring
Set up response and resolution SLAs for different service categories. Track SLA performance with automated timers, alerts, and compliance monitoring to ensure service operations follow defined timelin...
Central Knowledge Base
Create a unified repository for troubleshooting steps, resolutions, SOPs, checklists, and FAQs. Enable agents and technicians to resolve issues faster with proven, reusable knowledge accessible throug...
Field Service Scheduling
Schedule field service tasks based on technician skill sets, availability, job requirements, and location. Manage assignments with dashboards that visualize workload distribution and upcoming service ...
GPS & Mobile App for Technicians
Enable technicians to access tasks, update job status, record check-ins, upload photos, and capture proof-of-work through a mobile app. Use GPS to track field movements and verify job visits.
Onsite Service Updates
Capture field service details including spare consumption, notes, photos, and customer signatures directly on-site. Sync updates instantly to the service system to maintain accurate and real-time serv...
Reverse Logistics (RMA)
Manage RMA processes such as pickup requests, part replacements, repair routing, and item movement. Track the entire return lifecycle through predefined workflows and status updates.
Warranty Tracking
Track warranty periods, claim eligibility, service entitlements, and coverage rules for customer assets. Automatically validate warranty information during case creation or service assignment.
Spare Parts Planning & Consumption
Manage spare parts availability, field kit requirements, and technician-wise consumption in one system. Track usage patterns, link spares to service tasks, and ensure the right components are planned ...
AMC Management
Maintain and manage AMC contracts with details on duration, coverage, entitlements, renewals, and service terms. Link AMC information to service requests to auto-apply contract rules.
Coverage & Exclusions
Configure coverage terms, excluded parts, service limits, and replacement rules for warranties and AMCs. Ensure consistent application of service eligibility criteria during ticket handling.
Customer Portal
Provide customers with a self-service portal to log service tickets, check ticket status, view warranty details, download reports, and access service history records.
Customer Feedback & Surveys
Collect customer feedback with structured surveys capturing ratings, comments, CSAT, and NPS. Store feedback data with each service record to support performance tracking and quality management.
Service Invoicing
Generate service invoices based on completed tasks, rate cards, spare usage, and taxable items. Auto-create billing documents immediately after service updates are recorded.
RMA & Returns
Handle return pickups, repair tasks, replacement approvals, and lifecycle status updates through a structured RMA management workflow with end-to-end tracking.
Experience the GoodBooks CRM Service Platform
Walk through the product screens to understand how complaints, requests, field tasks, and service records come together in a single organized system.