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- Navigate to CRM > Service Requests > Manage Service Requests
- Click New
Alternatively, as part of Customer Care: - Navigate to CRM > Communication Centre > Access Communication Centre
- Retrieve the customer that the service request will be raised about
- From the action panel select the Raise A Service Request action
- The Service Request window opens
- On the Customer Information section enter caller email
- Click Next
- On the Service Request Terms select the service request type and update all necessary information if needed
- If the service request is related to another entity specify it on the Related Entities section
- Click Nextand provide a description of the service request
- On the Key Dates & Assignments specify the start date, the estimated and the expected completion time
- Specify assignment information by assigning the service request to a unit or/and user
- Click Next and go to the Affected Products tab
- On the Affected Products specify the physical goods and services that the service request is raised for
- Continue to the rest of the areas tabs and fill out all necessary information
- On the Key Dates & Assignments specify the start date, the estimated and the expected completion time
- Specify assignment information by assigning the service request to a unit or/and user
- Click Save
- Click Save
- You can then view the Service Requests and track their progress through the Service Requests tab of the Communication Centre page
Note: For more information on Service Requests click on the link below:
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