FAQ: What are the differences in events and support calls modules?

QUESTION: What are the differences in events and support calls modules?

ANSWER: That is a great question? A support call is a business event, so it can be a little confusing. I guess you would think of events as smaller action items that might be included within an event. For example, say a laser printer has stopped working and the support call record is created to fix it. It is possible that support call could have many smaller events that need to be handled by different staff members such as ...

- verify the printer is under warranty
- if not under warranty, make sure client know they are responsible for the repair bill
- if possible, get a warranty extension from the laser printer vendor
- pick up the machine from the clients onsite address
- fix the machine in the office
- deliver the machine back to the office

So it is possible that there is a one to many relationship between a support call and events.