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I haven't been able to catch any saury lately, which is sad...

Fall delicacy "Saury" becomes "luxury fish" due to poor catches. How about horse mackerel, sardines, and bonito instead?: J-CAST Trend [Full text]

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This time we will explain your Customer Service rights!

What is a Customer Service Entitlement Entity?

What comes to mind when you hear the word "rights"?
Mortgages, debts, human rights, etc.

There are various rights, but in Customer Service, rights are more like the remaining time a customer can receive service.
It's a simple image, but it might be helpful to imagine a support ticket with a set limit on the amount of work required.

Below is an image showing the remaining time.

For example, if a project is initially allotted 40 hours of work time, and 10 hours are spent on the work, then 30 hours will remain.
In this case, you can receive the service."right"This indicates that there are 30 hours remaining.
The Rights Entity allows you to manage the remaining available time for each customer, as shown above.

As a side note, the above example shows the remaining available working time, but rights can also be calculated using the remaining number of inquiries that can be made.

How do I use it?

First, to use a right, you need to create a new right from the Right entity.

First, enter the name of the customer in question and the period to which the rights apply in the information section on the left side of the screen.

Next, enter the entitlement period below.

For Entity Type, enter the entity that the entitlement applies to.
This time, we will create it with the policy of inputting man-hours when a support case is resolved and reducing the remaining man-hours for the rights entity.
For Allocation Type, select whether you want to count entitlements by hours or by number of cases.
This time, I want to record how much time I spent, so I'll select the number of hours.

For remaining savings, choose whether to enter and count the time when the case is created or when it is resolved.
For hours, Case resolution is automatically selected.

For this time, enter 30 hours as the total available time.

Finally, activate the created entitlement.
Activation allows you to set up and use the entitlement in your support cases.

Let's try it out

Now let's create a support case and set up your rights!
When creating a case, set the Entitlement field to the record of the entitlement you created.

*Please note that the customer name set in the support case must match the customer name set in the entitlement.

And when I saved the record...I could confirm that the rights had been set!

Now let's resolve the case. Click Resolve Case.

A screen will appear where you can enter details about the resolution and the amount of work time consumed.
Fill in the required fields and click Resolve.
*This time, we have entered 5 hours.

If that happens...

We were able to confirm that the remaining work time was actually decreasing!
By configuring the settings as described above, you will be able to check the remaining time available to respond to customers.

That concludes the explanation of rights entities!