Support Fusion builds 100% web-based, database-driven solutions. Below are
a list of features that run across our products:
Support Fusion Feature Set
Profile-Based - Every user that is entered into the system is
assigned a Profile. Profiles can be shared across users and are the
primary way of identifying the user's functions in the system.
A Profile is made up of a Security Level, a Site Wrapper, a set of Site
Parameters, a Dynamic Menu, Menu Attributes, a WorkFlow, a Field Level Security
set, a set of Forms, and a KBase Layout.
Each of these items that make up a profile are also distinct and can be shared
among other profiles. They are explained below.
Protected Pages - Every page in the system is wrapped with code
that effectively gives it a security level. This means that if a user or
non-user tries to access a page that is above their assigned security level,
they will be denied.
Page security levels can be changed by a system administrator via the web
interface. Pages can also be set so they are available to a user that is
not logged in or a user that is not entered into the system.
- The system comes with three sets of menus, one for a Customer, one for a
Representative, and one for an Adminstrator, but you can add as many as you
want. These menus are completely dynamic and can be changed by an
Administrator. Menu items can be removed, renamed, and added (to point to
any web address). Pages tied to these menus can be opened in a separate
window or made to be the opening page on login. Menus can also be created
in different languages and manipulated to only show relevant features.
Menus are tied to users via their Profile.
Treeviews - This navigation method allows for the user to group
data in variety ways giving them quite access to the information.
|Look and Feel
- This is HTML that defines the header and footer of the page. An
unlimited of number of Site Wrappers can be created. Sitewrappers can be
created to match your web site or your partner's web site. Site Wrappers
are tied to users via their Profile.
- Controls certain items in the system for users tied to that particular Site
Parameter set. From what colors and fonts are used (which manipulates the
style sheet, this can also be overridden in the Site Wrapper) to turning
certain functionality on and off. Site Parameters are tied to users via
Menu Attributes - Controls colors, fonts, padding, and
highlighting for the menus. Menu Attributes are tied to users via their
- Contacts in the system may have unlimited email addresses, phone numbers, and
mailing addresses. They are given a profile, userid, and password.
The system tracks when they enter and exit the system, what emails they
receive from the system, issues they are tied to, activities they created, and
attachments uploaded. They only can see the issues they have created and
ones created on their behalf along with any Knowledgebase issues made available
Companies - Companies can also be created and contacts tied to
them allowing contacts to see all the issues created by anyone from that
- Dynamic Forms allow you to basically define any business process that you
want, such as Sales Force Automation, Software Defect Management, Customer
Support, HR Provisioning, Partner Management, and more. Unlimited custom
fields (below) can be tied to different forms giving them the necessary
uniqueness. Business Process forms can also be tied to profiles.
- You can create an unlimited number of custom fields in the system.
These fields can take several forms, a textbox, dropdown list, date field
(with pop up calendar), or a multi-item field. In creating these fields
you can make them required, filter them off each other, require a minimum or
maximum length, and/or require a prefix for a value. Custom fields can be
tied to forms and/or products.
Field Level Security
- Field Level Security allows you to enable, disable or hide certain fields
from a form based on the user. This means the form may only show a subset
of fields on the form for a customer as opposed to a rep. Field Level
Security sets are tied to users via their Profile.
- Workflow allows accountability to be transferred to other people based on a
status change. Once a state change occurs the system will automatically
determine who gets it next. Workflows are tied to users via their
Smart Routing/Load Balancing
- Businsss Processes that are initiated whether via the web or email can be
routed to an appropriate destination (person, queue) based on flexible criteria
you set (such as product, contact, etc). Smart Routing also emulates a
standard phone Automated Call Distribution (ACD) system assigning the process
first to people that are logged into the system and available. This
functionality also load balances issues assigning them to the person or queue
with the least amount of open items, if more than one matches the criteria.
Built-in Rich Text Editor
- You do not need to know HTML to build beautifully formatted web pages for
your knowledgebase. Our Built-In Rich-Text editor lets you manipulate
text, add tables, and more.
- Every issue is made up of a set of activities. Some generated by the system
and some created manually. You can set up an unlimited number of activity
types in the system. An activity's type determines if the activity will
generate an email and who will get that email. Activities can also have
time associated with them allowing you to determine how much time is spent on
- Attachments can be documents, spreadsheets, images, zip files, etc. and can
be uploaded to any issue. They can be made public so the customer can see
them and download them or kept private for internal use only.
- Tracking allows people other than the Originator of the issue and the
internal person assigned to the issue to track its progress via email.
- Allows business processes to be associated to any other issue.
- Sometimes sending email via activities is not enough. With Status Alerts you
can create custom emails that can be emailed at a specific time or generated
repeatedly. This is a great way to add automatic, follow-on activity to
any business process.
Security - Business Processes can be made more security with
security. Raising the security on an business process will limit who is allowed
to view it. Details about business processes can also turned directly
into Knowledgebase articles making them immediately available for
Email Monitor - With our Email Monitor you are able to process
email from an unlimited number of mailboxes. When tie an email account to
our email monitor all email sent to that address is processed based on email
exceptions that you define. Each email that gets read first checks itself
against these exceptions. Exceptions can be defined to check an email
based on its sender and/or subject line. Only email you want processed by
the system will be processed.
You can control what emails are forwarded, replied to, deleted, left in the
mailbox, and/or processed. Processed emails are converted into issues and
routed to the appropriate representative. A log of all emails is also
maintained. Email attachments are also processed and added to the issue.
You can also control what type of form is generated in the monitor.
Email Blaster - Email Blaster gives you the ability to send email
to multiple recipients by selecting them from your contact list. Blasts
can be sent immediately or saved and scheduled to be sent at a future time.
Email Blaster also utilizes our Rich-Text Editor so creating nicely formatted
newsletters is a snap.
- Building knowledgebase articles is as easy as checking a box within a
business process form. Only people of a particular security level (which
you define) are allowed to approve processes to the KBase. Once approved
they can be made accessible to anyone that comes to your site or just users
that have log in ability. You can configure KBase articles to be rated,
emailed, saved as favorites and printed. There is also the ability to
report on how many times a KBase article has been opened. You also have
the ability to define what additional fields can be displayed, as well as
segmenting the KBase based on category.
FAQs - FAQs are a variation of a KBase article that are heavily
utilized. Like typical KBase articles which are usually greater in number and
require a serach to be done, they can be displayed on your site's login page
much like we have done (see the Client Login link above).
n-Tier Representatives - With our system you can add partners and
give them the same access as an internal representative. This is a great
way to give a partner internal access to your support system (which you
could even charge them for) while carving out a customer-base for them to
support directly. This capability also enables your Partners to manage
their own companies and contacts to effectively facilitate OEM and Reseller
Flex-Port Report Writer
- Our Flex-Port Report Writer allows a user to generate and save reports using
pre-defined views (which present the user with column names) or freeform SQL
for users who have better understanding of the database structure. These
reports can incorporate drilldowns via hyperlinks deeper into our system or
into external systems. You can make the reports public or private and set
a security level on them. You can specific filters and also allow for
additional filters upon running them.
Easy-Port Report Writer - Our Easy-Port Report Writer is a bit
simpler. It only allows reports to be built from pre-defined views and
does not allow for drilldowns. Reports can be filtered, security set on
them, and saved but cannot have additional filtering when being run. These
reports are easy and faster to generate and in many case will be just as
effective as reports generated with the Flex-Port Report Writer.
Error Detection - Part of Support Fusion's code base includes a
base class that is used on every page. The code in the class is utilized
everytime a page is rendered. It determines who the user is, if they are
allowed to see the page they are trying to access, and renders the page's
header and footer. Another important function it provides is error
management. If the system ever encounters an unexpected error, the user
is shown a page with a general description of the problem, but behind the
scenes the code in this base class is packaging up this error complete with a
system dump, timestamp, and information about the user that encountered it.
It is then automatically emailed directly to the development team at
Support Fusion. So before a customer can even notify us of a potential
problem, we already know about it.