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Understand the usage of Service Requests within CRM.COM

What does this section cover?

Table of Contents
minLevel2

What are Service Requests ?

A Service Request is a request from a Customer, varying from:

  • Information
  • Advice
  • Standard Change: A common and straightforward change, that can be made under a strict, well-defined procedural control, without the need of RFC, therefore a risk-free change
  • Access to an IT Service
  • RFC (Request for change)
  • Report an incident

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
Caller Contact Information

The caller contact information of the service request is the caller/customer who initiated the service request. Available caller contacts retrieved are:

Service Request Resolution CycleFlow

A Service Request cycle State Flow consists of:

  • Response: in which a service request has been acknowledged by an agent
    • Resolution
    1. Create: raise the service request with the related entities affecting the request (job or subscription)
    2. Accept: an agent accepts the request
    3. Respond: an agent responds by acknowledging the request
    4. Resolve:
      1. Temporary Resolution: a temporary resolution is provided to the service request
        1. In case a temporary resolution has been provided, the customer needs to accept it in order to be able to proceed to the next step
      2. Final Resolution: a final resolution is provided to the service request
    5. Completed: the final resolution has been accepted by the customer
    Plan a Job

    When a Service Request is created, a Job can be planned as part of the service request resolution. Once the "Plan a Job" action is performed:

    • The accounts receivable specified on the service request is carried over on the job
    • The list of job types is additionally filtered based on the job types which are allowed to be used, as specified on the type of the related service request
    • The related service request cannot be completed unless the Job is cancelled, deleted or completed.
    Schedule an Activity

    When a Service Request is created, an Activity can be scheduled for a specific service request. Once the "Schedule an Activity" action is performed:

    • The contact information and the performed for service requests values, are automatically set on creating an activity for a new Service Request.
    • The activities types which can be used for activities performed for the service request are filtered based on the allowed activity types specified on the service request type. 
    Accepting Service RequestsWhen a Service Request is created, it can be assigned either to a unit or to a specific user. If you don't want to assign specific tasks to specific people, then you have the option to assign the Service Request to a whole department (i.e. unit) and employees of the department can access the Service Request and accept it; in this way assigning the Service Request to themselves. A Service Request cannot be processed any further unless it is assigned to a specific user.

    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
    Service Requests
    Service Requests Types

     

    Service Requests  Related Modules 

    Interaction EntityHow
    ActivitiesActivities can be performed for Service Requests
    Accounts ReceivableAccounts Receivable owning Service Requests
    Contact InformationContact Information owning Service Requests through ACRs
    JobsService Requests referring to Jobs and Jobs performed for SRs
    SubscriptionsService Requests referring to Subscription
    Physical GoodsPhysical Goods delivered by Service Requests
    ServicesServices applied on Service Requests
    Units & UsersService Requests assigned to Units & Users
    CommunicationsCommunications performed for specific Service Requests and for specific life cycle state changes as per service request definitions

     

    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

    Raise Service Requests

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    titleRaise Service Requests

    Business Requirement

    • Company ZX allows its customers to call the Call Centre and raise a request for technical support, including problems with their subscriptions, the installed items etc
    • Customers have the option relate this technical problem with a Job or Subscription
    • Agents will then proceed the service request based on the issue

    CRM.COM Solution


    Configuration
    Note that the configuration is only specific to the requirements of the above business requirement. Additional required configuration not related to the solution is skipped. (i.e. Job Statuses, or the full configuration of a Job Type) 


    Service Request

    Service Request Statuses (Life Cycle State)
    • Service Request Categories
    		Service Request TypeService Request Definitions
    • To be approved (Pending)
    • Assigned (Responded)
    • Workaround (Temporary Resolved)
    • Final Solution (Final Resolved)
    • Completed (Completed)
    • Cancelled (Cancelled)
    • Technical Support
      • TSS
      • UTSS
    • Response Categories:
      • Approved for Resolution
    • Temporary Resolution Categories:
      • Workaround Resolution
    • Final Resolution
      • Reinstallation (default)
      • Change of Decoders
      • Change of Smartcards
    • Technical Issue
      • Estimated completion time: 2 hour
      • Allowed statuses: all statuses with to be approved as the default
      • Allowed categories (SR Categories, Response, Temporary Resolution, Final Resolution)
      • Job Types
        • Installation
      • Allowed organisational units:
        • Support team 1
        • Installation team 1
    • Create and activate a Service Request Definition adding:
      • Provide the created Service Request Types
      • Enable all communication settings

     

    The following should also be configured:

    • Job Types: Installation
    • Price Plans: that allow creating billable Jobs
    • Communications: Templates for each Service Request state

     

    User Process

    • New Service Request
    1. Create a new Service Request
      1. Type: Technical Issue
      2. Related Entities: Job / Subscription
      3. Affected Products
        1. Services
        2. Physical Goods
    • Accept & Respond to Service Request
    1. Support Team 1 should go in Service Request page.
    2. Search using:
      1. Assigned to Unit: Support Team
      2. Life Cycle State: Pending
      3. Type: Technical Issue
    3. Accept the Service Request
    4. Change the status to Assigned
       
    • Progress Service Request
    1. Support Team 1 should go in Service Request page.
    2. Retrieve assigned Service Request (Responded)
    3. The agent decides how to proceed with the Service Request depending on the issue raised. Options are:
      1. Schedule an Activity
      2. Plan a Job
      3. Provide a Temporary Resolution
      4. Provide a Final Resolution

     

    • Complete Service Request
    1. Support Team 1 should go in Service Request page.
    2. Retrieve Final Resolved Service Request (Final Resolved)
    3. Contact Caller and confirm that the resolution has been accepted
    4. Change the status to Completed

    Note

    More Information on modules referred in these example can be found here:

    Panel
    nameblue
    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 modules referred in these example can be found here:

     

    Scheduling an Activity from Service Requests

    Panel
    nameblue
    titleScheduling an Activity from Service Requests

    Business Requirement

    Company ZX accepts 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

      • A 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 Scheduling an Activity can be found at: Scheduling an Activity in Service Requests

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