Back to Service Requests Main Page
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Find out what configurations should be performed before the CRM.COM Service Requests module is used |
Learn to set up business processes and rules related to Service Requests.
Mandatory Configuration: Links to manuals of Service Requests configuration modules that are required for the module to work correctly.
Related Configuration: Links to manuals of configuration modules other than the Service Requests' that offer additional functionality or are required for the module to work correctly.
Optional Configuration: Links to manuals of Service Requests configuration modules that offer additional functionality but are not required for the module to work correctly.
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The following modules must be configured to use the Service Requests:
| Module Name | Manual | Description |
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| Set up Statuses | Configuring Service Request Statuses | Set up Statuses to be added to the Service Request. |
| Set up Categories | Configuring Service Request Categories | Set up Categories to be added to the Service Request. |
| Set up Response Categories | Configuring Service Request Response Categories | Set up Response Categories to be added to the Service Request. |
| Set up Final Resolution Categories | Configuring Service Request Final Resolution Categories | Set up Final Response Categories to be added to the Service Request. |
| Set up Types | Configuring Service Request Types | Set up Types to be added to the Service Request. |
Business Definition | Configuring Service Request Definitions | Define the business rules that will control the Life Cycle of a Service Request and without which a Service Request cannot be created. |
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The following modules are related to but are not a part of, Service Requests. Such entities either:
- Must be configured accordingly to be able to start using the Service Requests module (Configuration Type = Mandatory)
OR - May be configured to use the Service Requests module at its full capacity (Configuration Type = Optional).
| Module Name | Module Manual | Module Description | Configuration Type |
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Communication Templates | Configuring Communication Templates | Creates templates for use when a Communication is created. Communication Templates can be used in Service Request Definitions or Types to automatically create Communications when certain events occur. | Optional |
Communications Business Definitions | Provides configuration options for Communications. | Optional | |
| Workflow Rules | Configuring Workflow Rules | Workflow Rules are used to apply Actions on specific entities, triggered by specific Events, provided certain conditions are fulfilled. Each configured Workflow Rules refers to a specific Entity. The supported entities are:
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The following entities are available and can be configured under Service Requests. A working CRM.COM model can exist without them being configured.
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| Set up Temporary Resolution Categories | Configuring Service Request Temporary Resolution Categories | Set up Temporary Resolution Categories to be added to the Service Request. |
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