Service Requests Business Features

Business Feature / Process	Description

Business Feature / Process	Description
Service Request	A Service Request is a ticket a contact or user raises (for a contact) to request a service from the business. A back-office user or Contact can submit Service Requests via self-service APIs (e.g. CRM.COM app or portal). A Service Request is always associated with a contact and a queue. A queue is a user-defined grouping method used to group similar Service Requests, for example, reward or billing requests.
Queue	Queues group and dictate the core Service Request behaviour and progress using stages. Each stage has a state. Multiple stages can be defined under the In Progress state, and there is only one New and one Closed state. New - This is the first and the default state upon Service Request creation. In Progress - This is a transitional state until a Service Request is closed. Usually, this state consists of several stages (e.g. investigation, proposal, response, follow-up) Closed - This is, by default, the final state of every queue. For each Queue created, optionally configure: Default Priority Set the default priority for Service Requests created through the back-end for this queue. Users may override this priority when submitting a Service Request. Alert Times Define escalation/alert thresholds triggered when a Service Request remains in ‘New’ status. Alert timing can vary based on the Service Request’s priority. Completion Times Set the expected resolution time (from creation to completion) per Service Request priority. App Configuration Configure the Service Request queue settings for the creation of Service Requests through front-end apps. Define the default settings, which include the queue display name, the owner or team responsible for handling the service requests, and the default priority, category, and tags that will be applied to these Service Requests. The Service Request feature must be enabled in the App settings for visibility on the front end.
Stages	Stages represent the steps a Service Request moves through in a queue until it is closed. Different stages can be defined per queue, and every stage is mapped to one of the New, In Progress, or Closed states. The stages New and Closed are automatically added to every new queue and cannot be deleted. Stages created by users are mapped to the In Progress state, and can be renamed or deleted.
Service Request 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	The owner of a Service Request is responsible for moving it through the stages of its queue until it is closed. The Service Request creator can assign the owner, which may be an individual user, a team, or determined automatically via automation rules. If no owner is specified, the creator becomes the default owner. Only the owner or users with the Owner role can edit the Service Request. When a Service Request is assigned to a team, team members can view it, add notes, or reassign it to themselves, but cannot otherwise modify it.
Priority Model	Priority models define the effort required to respond to and resolve a Service Request. They are based on urgency and impact, which are set when the Service Request is created - either by the user or automatically through a workflow rule. Impact levels indicate the importance of the request to the contact. Urgency levels indicate how quickly the request needs to be resolved. A priority is set for each Impact-Urgency combination. If a combination is not defined, the system assigns it automatically. The default priority for new Service Requests is medium impact and medium urgency.
Categories	Categories provide a business classification for Service Requests and can be organised in a hierarchical tree structure. Each Service Request Queue can have multiple applicable categories. When creating a Service Request, users can assign one or more categories based on the queue it belongs to.
Related Service Requests	It's possible to link a Service Request to other Service Requests if they are somehow related.
Related Address	An address can be associated with a Service Request, for example, when the request involves a technical issue requiring an on-site visit. The address can be one of the contact’s existing addresses or any other address..
Affected Services	If the contact linked to the Service Request is a subscription service member and the request relates to a specific subscription, then the relevant subscription service for the issue can be indicated.
Attachments	Upload attachments related to the Service Request for easy referencing. Can be performed by the contact and user alike.
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.
Service Request Operations	All details are editable, except for the Contact and the Queue associated with the Service Request. Progressing a Service Request To move a Service Request forward, select the next stage in the queue. If it is already in the final stage, it can be Closed. A comment can optionally be added when progressing. Regressing a Service Request To move a Service Request backwards, select the previous stage in the queue. A reason for regressing is required. The regression reason, date and tim are displayed beside the stage. Closing a Service Request A Service Request can be closed from either the summary screen or the request details screen by selecting Closed. The user must indicate whether the request is resolved. If resolved, the contact will be billed for any logged charges. If unresolved, no charges will apply. The Service Request is closed in both cases.
Approval of Service Request Progression	A Service Request can be configured to require approval before it progresses. Approval may be requested from one or more internal users, the contact, or both. Internal users can view and action pending approvals in the back-end system, while contacts can approve via a link received in a communication. Approval requests are configured through Automations.
Charges	Users can log charges for a Service Request, including one-time service fees and products (both traceable and non-traceable). These charges can be edited from creation until the Service Request is Closed. When the Service Request is completed and marked as Resolved, an invoice is generated for the contact covering all associated services and products. If the Service Request is deleted or left unresolved, no invoice is issued.
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 Send communications to the contact and user Service Request Provisioning (to a team or user) Activity Scheduling Fire Webhooks Approvals for actions
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 using 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