The customer support product should also enable you to implement your policies by defining your own categories of users and the permissions for each category. At a minimum the system should include customers, staff and administrators in its categories. The system should enable you to define additional categories and sub-categories of users with differing permissions. According to some policies, on-line support should be freely available to all customers with no login screens or passwords required. The customer support system should implement this policy if required.
Some policies require each customer logging in to be identified by name and password.
The customer support system should implement this policy if required. It should not require custom development to implement these policy options in your customer support system. This can save time for your staff. It should also be possible to take unregistered users directly to the search screen or to a self-registration screen. It should be possible to evolve the system using a web interface with full automation and no disruption of your on-line service.