公开版本号：RTO日期：2013/07/01编写：产品部CRM系统使用手册CRM系统使用手册CRM系统使用手册1软电话介绍..............................................................................................................................41.1软电话安装..................................................................................................................41.2功能介绍......................................................................................................................42业务操作介绍..........................................................................................................................52.1业务受理......................................................................................................................52.1.1业务受理...........................................................................................................52.1.2待处理工单.......................................................................................................62.2工单查询统计..............................................................................................................92.2.1工单查询...........................................................................................................92.2.2工单统计.........................................................................................................112.2.3信息来源.........................................................................................................122.3运营监控....................................................................................................................132.3.1坐席监控.........................................................................................................132.3.2详单查询.........................................................................................................142.3.3录音质检.........................................................................................................152.3.4质检管理.........................................................................................................172.4客户管理....................................................................................................................182.4.1客户资料管理.................................................................................................182.4.2户资料添加.....................................................................................................202.4.3客户价值统计.................................................................................................212.4.4客户来源统计.................................................................................................212.4.5客户区域统计.................................................................................................222.5辅助功能....................................................................................................................232.5.1知识库............................................................................................................232.5.2通知管理.........................................................................................................252.5.3通知查询.........................................................................................................262.5.4发送短信.................................
