Incident Tracking Key Terms

Understand the important elements of incident tracking for customer service success

Every day, businesses have a to-do list in place and work to achieve goals on tasks and projects. They also deal with customer service inquiries and issues. The bigger the business, the more difficult it can be to make sure everyone is on schedule, on task and providing the customer service that will make the business a success. Incident tracking is a great way to make sure employees accomplish all of the necessary elements for your business. As you look into incident tracking software or companies, there are some key terms you need to know.

 

Task management

Task management, also known as project management, is overseeing the tasks your company is to accomplish and making sure they are done on schedule and in the right way. Incident tracking can help with task management.
Try: Access the Free Management Library for more details on project management.

CRM

CRM stands for customer relations management. It refers to the methods and software that companies use to maintain their relationships with customers, such as organizing customer information or logging customer encounters.
Try: Soffront provides incident tracking methods and software that focus on CRM solutions.

PCI DSS compliance

The PCI DSS is a set of security standards for businesses processing credit cards, debit cards and other payment account information. This is one of the many areas in which incident tracking is crucial.
Try: Visit the PCI Security Standards Council for more information on PCI DSS. GSI Hosting works through its incident tracking program to help your company achieve PCI DSS compliance.

Software hosting

Many businesses that offer incident tracking software will also offer to host the software for your company. These businesses, otherwise known as application service providers (ASPs), put the incident tracking software on their equipment at their facility and your business accesses it remotely through the Internet or via network access.
Try: The Free Encyclopedia of Ecommerce explains software hosting in more detail. IssueTrak offers software hosting of their incident tracking program.

Open source

When a company offers open source incident tracking software, this means that it makes the source code for the software available to you, allowing you to copy, modify and redistribute the source code without additional fees.
Try: Visit the Open Source Initiative (OSI) for a list of distribution terms that companies offering open source incident tracking software have to meet.

Interface

Interface is the communication link between hardware and software components in a computer. User interface refers to the means in which a user communicates with his or her computer. Many companies that offer incident tracking software may refer to a user-friendly interface.
Try: Shareware Connection may describe some software programs as having a user-friendly interface.

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