---
title: Call Center (Incidents) In Infor CloudSuite Industrial
description: Learn about the call center functionality within the Service Management module of Infor CloudSuite Industrial.
image: https://www.visualsouth.com/hubfs/call%20center%20cloudsuite.png
---

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# [Call Center (Incidents) In Infor CloudSuite Industrial](https://www.visualsouth.com/blog/call-center)

 6/19/25 6:48 PM

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![call center cloudsuite](https://www.visualsouth.com/hs-fs/hubfs/call%20center%20cloudsuite.png?width=700&height=300&name=call%20center%20cloudsuite.png)

This article is part of our **CloudSuite Industrial Feature Focus** series.

Each post highlights a specific feature within [**Infor CloudSuite Industrial (CSI)**](https://www.visualsouth.com/cloudsuite-industrial). In this one, we’re exploring the **Call Center** functionality within CSI’s Service Management module, which is designed to help service teams track, prioritize, and respond to customer issues.

Here’s what we’re focusing on today:

- **Feature:** Call Center (Incidents)
- **Module:** Service Management
- **Product:** Infor CloudSuite Industrial ERP

## Call Center Overview

![Service-1](https://www.visualsouth.com/hs-fs/hubfs/Service-1.png?width=975&height=548&name=Service-1.png)

The Call Center in CSI’s Service module is a central hub for capturing and managing customer issues—whether warranty-related, service contract-related, or product concerns. When a customer calls in with a problem, service representatives can create an **incident** in CSI to log the issue and kick off a workflow for resolution.

Incidents can be categorized, prioritized, and assigned to the right resource. The Call Center also supports **Service Level Agreements (SLAs)**, helping teams meet time-bound commitments by escalating unaddressed issues automatically. If an incident can’t be resolved remotely, the system supports seamless handoffs to service orders, RMAs, or on-site visits.

Because the Call Center is part of the core ERP, all item, customer, and financial data is fully integrated, eliminating duplicate entries or external system syncs.

## Expert’s Take: Nick Mendolia on CSI's Call Center

**Nick Mendolia**, Director of Client Solutions at Visual South, describes the power of having the Call Center inside the ERP:

> “You don’t need a third-party support system. You cal log incidents, track response times, assign follow-ups, and convert to service orders, all inside of CSI.”

He points out the value of SLAs: “If someone doesn’t respond in time, it kicks off a workflow to escalate it to the next level automatically.” This ensures customer expectations are met, especially in high-stakes service environments.

Another strength: integrated knowledge base search. “The person answering the phone can look up common issues and resolution steps in real time.”

Most ERPs require an add-on for support ticketing, but CSI includes it natively, so there’s no need to manually sync issue logs, service orders, or billing records across systems.

## Service Management Micro Demo

Want to see how service management works in CloudSuite Industrial? Watch this short micro-demo, part of our [20-video demo series on CSI](https://www.visualsouth.com/cloudsuite-industrial-syteline-demo-gallery).

 

## Related CloudSuite Industrial Resources

- [Labor and Expense Management](https://www.visualsouth.com/blog/labor-expense-management)
- [Field Service Inventory Optimization](https://www.visualsouth.com/blog/field-service-inventory-optimization)
- [Service Analytics](https://www.visualsouth.com/blog/service-analytics)

Want to explore more about CSI’s service capabilities? [Let’s talk](https://www.visualsouth.com/contact).

Want to see CloudSuite Industrial in action? Access the full demo gallery below.

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 Topics: [CloudSuite Industrial](https://www.visualsouth.com/blog/topic/cloudsuite-industrial) [CSI Features](https://www.visualsouth.com/blog/topic/csi-features)

![Nick Mendolia](https://app.hubspot.com/settings/avatar/75653e503ec504d99073dd77fc6dc5f7)

#### Written by [Nick Mendolia](https://www.visualsouth.com/blog/author/nick-mendolia)

Nick is the Director of Client Solutions at Visual South and has been working in the Manufacturing industry for over 35 years, including roles as Tool & Die Maker, Machine Shop Foreman, and Director of Manufacturing. He has been involved in many ERP implementations as a customer and consultant. Nick has been with Visual South since 2003.

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## Something Powerful

### Tell The Reader More

The headline and subheader tells us what you're [offering](https://www.visualsouth.com/blog/call-center#), and the form header closes the deal. Over here you can explain why your offer is so great it's worth filling out a form for.

Remember:

- Bullets are great
- For spelling out [benefits](https://www.visualsouth.com/blog/call-center#) and
- Turning visitors into leads.

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