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Understand the usage of Service Requests within CRM.COM

What does this section cover?

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What are Service Requests ?

Service Requests  Glossary

Term

Description

Resolution

A resolution determines that the issue described by the service request was resolved and can either be a temporary or a final resolution.

Resources

A resource is a user that works in order to deliver the service request for a specific period of time.

Service Requests  Key Processes and Concepts

 

Processes / ConceptDescription

EXAMPLE

Allocation Process & Allocation Principles

EXAMPLE

The allocation process is used to allocate credit transactions against debit transactions to settle them.
The allocation process is an automated process triggered every time a financial transaction becomes 'Posted'.
Within CRM.COM, you have the option to select between one of 2 main allocation process principles, that will be applied to all financial transactions within the system;

  • FIFO :Where a credit is allocated against the oldest available (non-allocated) debit automatically
  • FIFO & Against Item :Where a credit is allocated first against a designated debit and any remaining amount is allocated FIFO
  

Service Requests  Network Characteristics

Network Characteristics define the level of access for each record. i.e. Whether it will be available for selection, for viewing or editing etc.

EntityNetwork Characteristics

 

EXAMPLE

Service Requests
Service Requests Types

 

Service Requests  Related Modules 

Interaction EntityHow
ActivitiesActivities can be performed for Service Requests
  
  
  

 

Service Requests  - Business Examples

 

The following section provides business examples to help you understand how CRM.COM Service Requests  module is used.

Retrieve Service Requests that are Overdue

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titleRetrieve Service Requests that are Overdue

Business Requirement

Company ZX would like to know any Service Requests that should have been completed the previous week.

 

CRM.COM Solution

  • User Process

    • The retrieval of the Service Requests should be done every Monday. The Back Office Manager should access the Service Requests Summary Page and search for Service Requests by defining the following criteria:

      • Expected Completion Date: 
        • To: 3 days before current date (Friday of previous week)
      • Life Cycle State: 
        • Pending
        • Responded
        • Temporary Resolved
        • Final Resolved

      The search will retrieve all Service Requests that have expected completion date up to and including the date defined in the Expected Completion Date To field

 

Note

More Information on Retrieving Service Requests can be found at: Retrieving Service Requests

 

Scheduling an Activity from Service Requests

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titleRetrieve Scheduling an Activity from Service Requests that are Overdue

Business Requirement

Company ZX would like to know any Service Requests that should have been completed the previous weekaccepts requests from its subscribers to make any required Installations with an extra charge. Once installation is completed then the subscription will need to be activated.

 

CRM.COM Solution

  • User Process

    • The retrieval of the Service Requests should be done every Monday. The Back Office Manager should access the Service Requests Summary Page and search for Service Requests by defining the following criteria:

      • Expected Completion Date: 
        • To: 3 days before current date (Friday of previous week)
      • Life Cycle State: 
        • Pending
        • Responded
        • Temporary Resolved
        • Final Resolved

      The search will retrieve all Service Requests that have expected completion date up to and including the date defined in the Expected Completion Date To fieldA Service Request will need to be configured in the system with 2 allowed Activity Types.

      • Installation Activity
      • Activation Activity

      Once the Service Request is created then the 2 activities can be created. Back Office personnel will be responsible to schedule the 2 activities, using the Schedule Activity action. Once Installation Activity is completed the Activation Activity will be executed.


 

Note

More Information on Retrieving Service Requests Scheduling an Activity can be found at: Retrieving Scheduling an Activity in Service Requests

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