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Understand the usage of Service Requests within CRM.COM

What does this section cover?

Table of Contents
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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

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
Priority Level Calculation 
Resolutionthat they can skip temp resolution
Plan a Job 
Schedule an ActivityCaller 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 Cycle

A Service Request cycle consists of:

  • Response: in which a service request has been acknowledged by an agent
  • Resolution:
    • Temporary Resolution: a temporary resolution is provided to the service request
    • Final Resolution: a final resolution is provided to the service request
  • 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
Communications Communications 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

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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 modules referred in these example can be found at: Retrieving Service Requestshere:

 

Scheduling an Activity from Service Requests

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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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