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Business Feature / Process

Description

Service Request

It

A Service Request is a

request

ticket

for service by

a contact or system user raises (for a contact) to request a service from the business.

Service requests can be submitted by a

A back-office user or

a contact

Contact can submit Service Requests via self-service APIs (e.g.

,

CRM.COM app or portal).

A

service request always belongs to a Queue. A Queue is a CRM.COM

Service Request is always associated with a contact and a queue. A queue is a user-defined grouping method

that is

used to group similar

service requests (e.g.

Service Requests, for example, reward or billing requests

)

.

Queue

Queues group and dictate the core

SR behaviour, such as allowed

Service Request behaviour using stages. Multiple stages can be defined under the In Progress state, and there is only one

new

New and one

closed

Closed state.

  • New

:
  • - This is the first and the default

status
  • state upon

SR
  • Service Request creation.

  • In Progress

:
  • - This is a transitional

stage until an SR
  • state until a Service Request is closed. Usually, this

stage is divided into
  • state consists of several stages (e.g. investigation, proposal, response, follow-up)

  • Closed

:
  • - This is, by default, the final

status
  • state of every queue.

Closed SRs are not visible in the Kanban view.

Once a Queue has been saved,

three

four additional options are available to the user:

  • Edit Default Priority for Queue

    • Set the default priority for Service Requests created through the back-end for this queue. The user has the option to change it when creating the Service Request.

  • Edit Alert Times for Queue

:
    • These are notifications to users when a Service Request has not progressed from the New

status
    • state yet. The alert times can vary depending on the priority of the Service Request.

  • Edit Completion Times for Queue

:
    • This setting indicates how long a Service Request should take to be completed (from creation) based on its priority.

  • Configure

Application Settings: In case contacts are allowed to
  • App Settings

    • Set up this configuration for Service Request queues where Contacts can create Service Requests

for a specific queue by using another platform
    • using customer-facing applications (e.g., contact mobile app or web portal)

, then the Self-Service feature should be enabled
    • . Define the default settings, such as the owner/team, priority, category, and tags, that will be applied for such Service Requests. Ensure that the Service Request feature is also activated in App settings.

Stages

Stages are

back-end, user-defined discrete process

the steps in

a queue.

the queue that a Service Request progresses through one by one until it’s Closed. Each queue may have different

stages based on the relevant process it supports (e.g., billing issues). The

stages

are completed and moving to the next as the service request progress until 'Closed'. Each

and each stage in the queue

represents the service request 'state'. 'New', 'In-Progress' and 'Closed' default queue stages are automatically mapped to the default SR states, respectively

is mapped to one of the states (New, In Progress and Closed).

The default system

states

stages (New

,

and Closed) cannot be

renamed or

deleted as they are automatically assigned to each new queue upon creation.

User-specified stages are mapped to the

'

In Progress

' service request

state

; The owner of a service request

, these can be renamed or deleted as they are specified and created by a key user specifically for a type of queue.

Owner

Numbering Scheme

Select the numbering format for your Service Requests. Each new Service Request will be assigned a sequential number based on the given format.

Owner

A Service Request's owner is a CRM.COM back-end user

that is assigned to a service request ticket. This user is

responsible for progressing the

ticket progress

Service Request and

ensures that this ticket moves

ensuring that it progresses through the

statuses

stages in the respective queue until it is closed.

The

SR

Service Request creator specifies the

Owner and

owner, who can be a system user and/or a team of users

. By default

, or Automations can be utilised in order to automatically assign a Service Request to a user and/or a team.

If not specified, the owner is the

SR creator unless otherwise specified. The owner can be changed even after SR is executed on the queue

Service Request creator by default. Only the Service Request’s owner or any user with the Owner user role can edit it. When a Service Request is also assigned to a Team, then team members have viewing access to the Service Request and they can only add notes or re-assign the Service Request to them.

Priority Model

Priority models define the required effort for responding to and resolving a

service request

Service Request by the user. Priorities models can be arranged according to

SR

Service Request urgency and impact. The urgency and impact levels will be set upon Service Request creation (either by the user or assigned automatically through a workflow rule).

  • Impact

Levels represent
  • levels represent how important the request is for the

customer
  • contact.   

  • Urgency

Levels relate
  • levels relate to how quickly a resolution must be provided.

  Priority Model - select
  •  

Select a priority for each Impact-Urgency combination. If no combination is defined,

then it is

the system auto-

populated by the system

populates it

The medium urgency and medium impact setting is the default priority when creating a new Service Request. 

Categories

Categories can be defined in a hierarchical

-

tree structure and

are used to

provide a business classification for the service request.

Each Service Request Queue can

have its own

be assigned multiple applicable categories

Once categories are defined, each service request can belong to multiple

.

When a Service Request is created, the user can assign it one or more categories based on the queue it belongs to.

Charges

On a service request, the back-end user will be able to charge for one-time services (activities) that are required to resolve the service request and for products (traceable/ untraceable physical goods).

Upon completion, this will generate an invoice, and if the SR has been resolved(closed), the contact will be invoiced for associated services and products supplied.

These charges are editable from the moment of creation of the service requests until the SR is resolved and closed. If the service request is cancelled, the invoice will not be posted.

SR Operations

First, the owner has to select the specific Service Request from the Summary screen and edit it.

All values of a service request

Related Service Requests

It's possible to link a Service Request to other Service Requests, if they are somehow related.

Related Address

Optionally specify an address related to the Service Request, if for example, the Service Request has been raised for a technical issue requiring an on-site visit. The address can be one of the Contact’s addresses or any other address.

Affected Services

If the Contact associated with the Service Request is a subscription service member, and the Service Request is being raised for a particular subscription service, then select the subscription service related to the issue.

Notes

Add internal notes related to the Service Request. Important notes can be pinned to appear at the top of the list of notes. Notes can be added by the owner and team member (if the Service Request is also assigned to a team). However, only the latest Note can be deleted and only by the user who added it.

Attachments

Upload attachments related to the Service Request for easy referencing.

Activities

If additional tasks need to be scheduled as part of the Service Request, create an activity and assign it to another user or team to complete.

Charges

The back-end user can log charges related to the Service Request, including fees for one-time services required to resolve the Service Request and products (both traceable and non-traceable physical goods). These charges can be edited from the moment the Service Request is created until it is Closed.

Once the Service Request is completed and marked as resolved (when Closed), an invoice will be generated for the Contact, covering the associated services and products provided. If the Service Request is cancelled or left unresolved, the invoice will not be issued.

Service Request Operations

The owner selects a Service Request from the summary screen to edit it.

All Service Request details are editable except the Contact and the Queue associated with a Service Request.

  • Progressing a Service Request

:
    • To progress a Service Request, select the next

status
    • stage in the queue

. A Service Request can only be progressed to the next status, following the current status or
    • or if it’s the last stage it can be closed.

  • Regressing a Service Request

: Select
    • To regress a service request, select the previous

status
    • stage in the queue

to regress a Service Request
    • . The user

has to
    • must provide a reason for regressing. The history of regression is displayed

below
    • beside the progress bar.

Close
  • Closing a Service Request

:
    • By selecting the Close button from either the summary screen or the

service request
    • Service Request screen, the user will be prompted to specify whether the request has been resolved. If resolved, the Contact will be billed for all the items listed in the Service Request charges

on the service request
    • . If not resolved,

then
    • no charges will apply. In both cases, the

SR ends up as closed.
    • Service Request will be closed.

Automations

Automations for Service Requests can be created based on the following trigger events:

  • Events

    • New Service Request

    • Update Service Request

    • Update Service Request Stage

    • Regress Service Request

    • Close Service Request

    • New Service Request Note

    • Update Service Request Note

    • Approval on Service Request Queue Stage Change

    • Service Request Owner Changed

Available actions depending on the selected event:

  • Actions

    • CRM.COM Communications

    • CRM.COM Service Request Provisioning

    • CRM.COM Activity Scheduling

    • CRM.COM Webhooks

    • CRM.COM Approvals

Approval of Service Request Progression

It’s possible to block a Service Request from progressing unless one or more users or the contact have given their approval. The users can see their pending approvals from the back-end system, and the contact can give their approval by clicking on a link sent in a communication. Approval Requests are configured using Automations.

Print the Service Request

Print the Service Request using a configurable template to determine the layout.

Email the Service Request

Email the Service Request to the contact’s email address using a configurable template to determine the layout.

Events History

View the actions taken for the Service Request and the user who performed them.

Tags

Assign tags associated with the Service Request. Tags can be used as a filtering option on summary screens and reports.

Custom Fields

If you require additional information not supported by CRM.COM, you can create custom fields of various formats to meet your specific needs.

Custom Forms

Configure your own custom data screen for Service Requests.

This is an external implementation designed using CRM.COM’s Back-Office APIs and hosted outside of CRM.COM, which can be loaded and used via the back-end system.

Analytics

  • Dashboards

    • View summarised Service Request numbers from the following dashboards:

      • Home

      • CRM Overview

  • Reports

    • Generate or schedule Service Request reports to run regularly according to selected criteria.

      • Service Requests Summary - View a list of your Contacts with summarised financial information

      • Service Requests Analysis - A detailed analysis of logged Service Requests, grouped by queue, with the final outcome and charges information

  • Insights

    • Set up insights for Service Requests using customisable criteria and filtering options using events:

      • Service Request Created

      • Service Request Closed