Overview

Service requests are used to register problems that customers experience with their products and subscriptions and to check whether products are under warranty.  Service request types support the responsible agent by predetermining the category, priority level and possible statuses of the fault.

Throughout its life cycle, a service request progresses through the following states: 

• Pending: the service request is registered and is ready to be assigned to an agent or department.  Requests assigned to a department must be accepted by an agent before they can be processed.
• Responded: the agent acknowledges receipt of the request and provides an initial response, which is communicated to the customer.
• Temporary Resolved or Final Resolved: the agent provides an interim or final solution to the issue and communicates it to the customer.  Interim solutions must be followed by a final solution.  The final solution has to be accepted by the customer; otherwise another solution must be provided. 
• Completed: once the customer accepts the final solution, the service request is completed and no further processing can take place.

The handling priority of a service request depends on the impact of the issue on the customer's business as well as its urgency. Both values are provided by the agent when registering a new request while workflow rules can be established to assign requests of a particular priority to a specific agent.  Additional actions necessary for the handling a service request, such as scheduling an appointment to repair a decoder or ordering a new one, can be planned directly through the service request page by using activities and jobs.

Communication with customers can be automated to take place each time progress is achieved.  Customers can respond through links available in their communication or by calling their agent.

Setting Up Service Requests

Types

Types are used to determine the operational characteristics of service requests.  
Configure the following entities before creating service request types and then add the ones you would like to make available from each type.

• Statuses are used to label service request life cycle states (used to progress a service request) in a way that is meaningful to your organisation. 
• Categories are used to provide a business classification to the service request, such as, information or request for a change. These classifications provide the user with input on how to handle the request, and can also be used by the business to analyse the type of calls they receive.
• Response categories provide a business classification to responses provided to customers, and can be used by the business for future analysis. They are added to a service request when it progresses to a 'Responded' state.  You can configure a response category to designate whether a response must be accepted by the customer before it can be temporarily or finally resolved.
• Final resolution categories provide a business classification for how the call was resolved, and can be used by the business for future analysis. They are added to a service request when it progresses to a 'Final Resolution' state. 
• Temporary resolution categories provide an optional business classification for temporary solutions provided before the call is resolved, and can be used by the business for future analysis. They are added to a service request when it progresses to a state of 'Temporary Resolution'. 

Category is a label which describes the purpose of the request.  For example, Information, Technical support.

Classification: Service request classifications are predefined in the system.  They are calculated based on the selected category.

Impact Level describes how important the request is for the customer.
The default Impact Level depends on the type of the service request.

Urgency describes how quickly a resolution must be provided.
The default Urgency Level depends on the type of the request.

Priority Level is set automatically and is based on the selected impact and urgency level, depending on the prioritisation model in the service request definition.
Set workflow rules based on priority to assign the request to specific users.

Caller/contact is the customer who initiates a service request.  The caller contact is selected from a contact list. The first and default choice is the account owner, followed by related contacts.
A contact can be related to the account owner in the Contact Information module.

Contact Email Address is the electronic address to which all communications will be sent. It can be typed by the agent or selected from a list of available contact addresses.
The address is mandatory if there are communication settings enabled in the service request types.

Contact Phone is the phone number used to communicate with the contact.  It can be typed by the agent or selected from a list of available phone numbers.
The phone number is mandatory if there are communication settings enabled in the service request types.

A section that confirms the receipt of a service request. The section appears on the page once the life cycle state of the request changes from 'Pending' to 'In progress'.

Response Date: Defaults to the time and date on which the response category is added.

Responded By: Defaults to the current logged in user editing the request.

Description: Can be used to keep track of changes.

Accepted by Contact:  Only contact information related to the account owner can be selected. This information is visible and applicable if the selected response category requires customer acceptance. If customer acceptance is required but not provided, the service request cannot transit to a 'Temporary Resolved' or 'Final Resolved' life cycle state. 

A section that indicates that an interim solution has been provided for the service request. The section appears on the page once the life cycle state changes to 'Temporary Resolved'.

Temporary Resolution Date: The date and time on which the temporary resolution is created.

Temporarily Resolved By*: Defaults to the current logged in User editing request.

Description: Can be used to keep track of changes by the user.

Accepted by Contact: Only contact information related to the account owner can be selected.

A section that indicates that the service request has been processed and the issue is resolved. The section appears on the page once the life cycle state changes to 'Final Resolved'.

Final Resolution Date: The date and time on which the final resolution is created and the final resolution category is selected.

Final Resolved By: Defaults to the current logged in user editing the service request.

Description: Can be used to keep track of changes by the user.

Accepted by Contact: Only contact information related to the account owner can be selected.

Life Cycle State: The progression of steps of a service request from the time it is created until it is completed.  For example, in order to be able to provide information on the final solution of a request, its status must be updated to one that has a 'Final Resolved' life cycle state. The state of the service request depends on the selected status set in the 'status configuration'; it is not manually set by the user. The allowed states are the following:

• Pending
• Responded
• Temporary Resolved
• Final Resolved
• Completed

Shared Notes: Use this section to record information regarding the request. Every time the notes are updated the time and the name of the agent are registered.

Owned by Group:  Refers to the Group that is responsible for executing the request. The Group defaults to that of the currently signed in user or it is automatically set based on the geographical area of the contact. Refer to Groups for more information.

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Creating and processing a service request

Selecting and creating a service request

Specify the criteria that match the requests you are interested in or use NEW from the Actions Menu to create a new request. Provide the mandatory information in the service requests fields table before you SUBMIT the request.

Modifying a service request

 Additional Information

While service requests that are assigned to a unit and are pending acceptance by a user can be modified, the 'Assigned to User' can only be set through the Accept action.  Refer to Accepting Service Requests.

Deleting a service request

 
Use DELETE from the Actions Menu to delete 'Pending' requests.

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New service requests are assigned to a unit or a user.  Requests assigned to a unit can be accepted by a unit member, by using the Accept action from the Actions Menu in the Data Entry page.  For example, a request regarding an issue with a Roku box is assigned to the repairs department and then accepted by a specific agent.

Responding to a service request

 
A response is used to confirm the receipt of a request.  The Response section, which the agent is required to complete, becomes available once the life cycle state is set to 'Responded'. 

'Accepted By Contact' field is mandatory if defined in the configuration of the Response Category.

Additional Information

• A communication is created when the request is responded, provided 'communication settings' are enabled in the active service request definition.
  

• Customers can automatically accept responses through email/SMS links. Once the customer clicks the respective link, the response of a service request is set as 'Accepted by Contact'. For more information refer to the Communications manual.

Resolving a service request

Additional Information 

• Providing a temporary resolution is optional; service request types can be set up to skip this state.

• A communication is created when the request is provided with a resolution, provided 'communication settings' are enabled in the active service request definition.
  

• Customers can automatically accept solutions through email/SMS links. Once the customer clicks the respective link, the resolution of a service request is set as 'Accepted by Contact'. For more information refer to the Communications manual.

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Completing a service request

Additional Information

A communication is created when the request is completed, provided 'communication settings' are enabled in the active service request definition.

Scheduling an activity for a service request

View Activities for more information.

• The contact information and service request number are carried over onto the activity from the service request.
• Activities scheduled through the service request must be completed, deleted or cancelled to complete the request. 

Planning a job to complete a service request

View Jobs for more information.  

Additional Information

• The accounts receivable specified on the service request is carried over onto the job.
• Jobs planned through the service request must be completed, deleted or cancelled to complete the request.

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Approving a service request

Relating service requests

1. Go to the Related Service Requests section in the service request Data Entry page
2. Click on EDIT from the Actions Menu
3. Click on NEW under Outward Relations to create a new request or ADD to select an existing request.

Communicating service requests

Links in email/SMS communications enable the customer to review the agent's responses and solutions and accept them.

You can use tags related to service requests (text that is automatically replaced by values specific to selected records) when creating communications. Tags are available for selection by typing '#'. 
Refer to the Communications manual for a complete list of service request tags.

Applying warranties on service requests

ADD the faulty item in the Affected Physical Goods tab of the Affected Products section. Check for coverage by selecting the coverage reason from the drop-down menu. The Covered field indicates whether a free replacement is available.
Use service requests to check whether the good is under warranty and plan a job to replace it.

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Related configuration areas

The following modules are related to service requests and may be configured for the service requests module to operate at its full capacity.

Using Service Requests

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Service request fields

This table contains an explanation of the sections of the service requests Data Entry page, a description of the usage of its fields and additional information.

 Mandatory    Configurable

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Creating and processing requests

Selecting and creating a service request

Specify the criteria that match the requests you are interested in or use NEW from the Actions Menu to create a new request. Provide the mandatory information in the service requests fields table before you SUBMIT the request.

Modifying a service request

Use EDIT from the Actions Menu to enter edit mode.

 Additional Information

While service requests that are assigned to a unit and are pending acceptance by a user can be modified, the 'Assigned to User' can only be set through the Accept action.  Refer to Accepting Service Requests.

Deleting a service request

 
Use DELETE from the Actions Menu to delete 'Pending' requests.

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Accepting a service request

New service requests are assigned to a unit or a user.  A unit member can Accept requests assigned to a unit from the Actions panel in the Data Entry page.  For example, a request regarding an issue with a Roku box is assigned to the repairs department and then accepted by a specific agent.

Responding to a service request

 
A response is used to confirm the receipt of a request.  The Response section, which the agent is required to complete, becomes available once the life cycle state is set to 'Responded'. This can be triggered by clicking Respond in the Action Panel.

The 'Accepted By Contact' field is mandatory if defined in the configuration of the Response Category. It can be set by clicking on the 'Manage Response' action, which opens the 'Response' modal.

Additional Information

• A communication is created when the request is responded, provided the 'Event Based Communication Definition' is configured accordingly.
  

• Customers can automatically accept responses through email/SMS links. Once the customer clicks the respective link, the response of a service request is set as 'Accepted by Contact'. For more information refer to the Communications manual.

Resolving a service request

A solution to the request can take the form of a temporary or final resolution. The Temporary Resolution or Final Resolution sections, which the agent is required to complete, become available once the life cycle state is set to 'Temporary Resolved' or 'Final Resolved', which can be triggered by clicking on Temporary or Final Resolve in the Action Panel.

Temporary and Final resolutions can be further modified and accepted by customers by using the Manage Temporary or Manage Final Resolution actions. 

Additional Information 

• Providing a temporary resolution is optional; service request types can be set up to skip this state.

• A communication is created when the request is provided with a resolution, provided the 'Event Based Communication Definition' is configured accordingly.

• Customers can automatically accept solutions through email/SMS links. Once the customer clicks the respective link, the resolution of a service request is set as 'Accepted by Contact'. For more information refer to the Communications manual.

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Completing a service request

Change the life cycle state of a service request to 'Completed' by clicking on 'Complete' action and selecting the appropriate status, indicating the issue is resolved.

Additional Information

A communication is created when the request is completed, provided the 'Event Based Communication Definition' is configured accordingly.

Changing the status of multiple requests

Multiple service requests can be progressed or assigned to a unit/user simultaneously, through the service requests Summary page.

1. Select the service requests that should be updated.
2. Click on Actions > Update Multiple service requests.
   
   1. Select the destination status for each of the selected service requests
      AND/OR
      
   2. Assign the service request to a unit/user.
3. Submit the action.

Additional Information

Applying business flows

Providing service request feedback

It is possible for customers to rate your company's services (in this case service requests) by providing a rating as well as comments. Both rating and feedback is only possible through the WEB API.

The provided feedback can be viewed through the Display Feedback summary page available under Analytics.

Scheduling an activity for a service request

Use 'Schedule An Activity' from the Action Panel area of the Data Entry page, in order to schedule additional necessary actions for service requests, such as scheduling an appointment.

View Activities for more information.

• The contact information and service request number are carried over onto the activity from the service request.
• Activities scheduled through the service request must be completed, deleted or canceled to complete the request. 

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Service Requests Analytics

Segmenting service requests

You can group service requests with common business characteristics. Use the lists in system business processes for identification of customers or for simple statistical calculations. 
For more information on Segmentation and how you can create service request lists refer to Segmentation.

Dashboards 

Dashboards make information regarding the key performance indicators of the progress of the service request available from a single integrated view. Dashboards are made up of components such as charts and summary tables. Refer to Dashboards for information on their use and set-up.Image Removed

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Service request dashboard components

Completed Service Requests per Type and Month

The component displays the service requests which that were completed within each of the last 12 months, in a vertical stacked bar chart, grouped by service request type and month.  The results can be filtered by service request type. 

New Service Requests per Type and Month 

The component displays the service requests whose processing was planned to start on a specific date in the last 12 months, in a vertical stacked bar chart, grouped by service request type and month.  The results can be filtered by service request type. 

Overdue Service Requests per Type

The component displays the service requests whose processing completion is overdue,  ii.e., the requests included in the component are not a 'Completed' state and are past their expected completion date.  The results are displayed in a stacked bar chart, grouped by service request type and predefined period buckets (the difference between the current and expected completion date), and can be filtered by service request type.  

Pending Service Requests per Type

The component displays pending service requests , i.e. (those not in a 'Completed' state,) in a pie chart, grouped by service request type.  The results can be filtered by service request type. 

Service Requests assigned to logged in user 

The component displays the pending service requests, i.e., those not a 'Completed' state, that are assigned to the logged in user, in a summary table.  The results are sorted on the expected completion date, starting from the date closest to the current date, and can be filtered by service request type. 

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Reports

Service Request information can be extracted in a structured format for analysis by using reports. The service requests included in the report are selected and grouped based on user-defined criteria. The user can select the fields displayed in the report.
Refer to Reports for information on their use.

Service request status report

The report displays a list of service requests extracted based on their type and status.

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Service Requests Business Example