Use case: EWU has been awarded grant funding to conduct virtual cybersecurity audits of small businesses. Software is needed to track clients, document client interactions, schedule audits, hold notes, and report outcomes. Required features: • Collect user information through a custom web form • Client self-serve appointment scheduling on a web interface using real-time agent availability, day/time automatically populate on the ticket/customer profile • View all scheduled appointments in one view • Automated reminder emails for appointments • Interview-style prompts for agents to walk through audits • Automated, customized follow-up emails after appointments • Help-desk style ticket system • Customizable knowledge base • Extensive reporting capabilities (ex: how many calls have been conducted, ability to break down by attributes shared in the web form, etc.) • Ability to deactivate users, retain their data/activities, and reassign their license to a new user
