HEAT’s Call Logging module provides all the tools you need to log and track 100% of your calls and resolve them more quickly than ever before.

The Information Center consists of two major features:

• The HEAT Call Map gives you a quick overview of “key” information for the currently displayed Call Ticket. This allows the user to quickly determine if the call requires immediate action.

• HEAT AutoTask lets you create templates within Call Logging. You can create templates with HEAT AutoTask that will run reports, page a technician, write files to a disk, or combinations of such actions, all with one click. HEAT AutoTask gives you a quick, easy way to set up activities that can be launched from your toolbar or Call Logging menu.

Hot Lists are calls that you can group together as a Reminder or To Do list. Calls do not have to be related, and Hot Lists can be personal or shared among team members.

HEAT Quick Calls provide the ability to define simple, repetitive calls, assignments, and journals that can be accessed through the click of a single button.

Enhanced configuration / Asset Window – For companies that do not yet have the need for a full-blown Asset Management Solution, but still want to be able to do basic Asset Tracking, HEAT’s configuration tracking capabilities have been strengthened to make finding, transferring and logging issues about assets much easier.

Contacts in customer profile – Provides the ability to define a hierarchy of customers and contacts, so that calls can be tracked at, for example, a department and employee level.

First Level Support is a fully customizable, diagnostic knowledge base to help you resolve calls and maintain and distribute Help Desk knowledge.

MobileHEAT lets you copy calls from a host system to a mobile system (typically a laptop), work on calls, and transfer the updated calls back to the host. The mobile system can also open new calls and transfer them to the host.

From within the Administrator module, you can customize virtually all of HEAT’s fields, screens, and tables, maintain your databases, and set detailed security rights for HEAT users.

The HEAT Quick Customize feature provides the ability to quickly change Forms, View Sets, Grids, and Rules such as validations and required flags.

The HEAT New Field Wizard guides you quickly and easily through the field creation process.

HEAT offers Field-Level Security in Security Based Form Sets. Depending on the needs of the group that will be using this View, you can change the field definition to meet the needs of the group.

The HEAT Quick Start Wizard lets new HEAT users quickly and easily make initial design changes to tailor the system to suit their business environment.

Alert Monitor is a module that alerts you to new HEAT messages, assignments, or other conditions, whether or not you are logged into HEAT. You decide what conditions HEAT Alert will check, how often it will check the HEAT database, and what it will do when it is activated.

The Business Process Automation Module (BPAM) module lets you to automate many of your business processes as well as monitor your system for items that are not being handled quickly enough.

The Business Rule Editor provides a wizard interface that allows you to quickly and easily set up your escalation business rules.

The Business Rule Monitor runs in the background as an NT service and monitors your call tickets against those business rules.

Automatic Ticket Generation opens HEAT call tickets automatically by linking to a variety of systems, including many MAPI or VIM e-mail systems, or even ASCII text files.
You can let customers e-mail requests to the Help Desk in addition to calling. The customer receives a return notification in their email system with the Call ID number to acknowledge that the Help Desk received the message.

Help Desk and Call Center managers can get help in gathering important information from their HEAT data to make business decisions. The HEAT Answer Wizard provides a step-by-step series of questions to lead Help Desk Managers through the process of choosing the best report out of a selection of 250 predefined reports that can provide answers to key business questions. 

The HEAT Manager’s Console monitors key information that allows you to see, at a glance, the overall status of the Help Desk. In addition, you can use this information to implement proactive problem management, automate the delegation of problem resolution, and facilitate future responses to problems previously encountered.