R9 - Responding to Service Requests

Owned by Persia Xenopoulou (Deactivated)
Last updated: Jan 18, 2016

What does this section cover? 

What is Service Request Response?

Once a Service Request is accepted by the Unit or User then it can be responded. Responded Service Requests demonstrate that the record was acknowledged. As soon as a response is added to the service request, all response fields are mandatory to be completed. The response fields will be available and applicable based on the related service request life cycle state (responded).

Accept Responses via email links

AVAILABLE FROM CRM.COM R9.0.0 

Customers will have the option to automatically accept Responses to their Service Request by clicking on links on the emails sent to them via Communications module. Once the customer clicks the respective link on the email, the response of a specific service request will be set as accepted by the customer.

For more information visit Understanding Communications - Tracking Emails

Validations and Restrictions

Life Cycle StateValidations
Responded
  • All the statuses of life cycle state Responded are available
  • All mandatory response fields must be completed
    • AVAILABLE FROM CRM.COM R9.0.0 - Accepted By Contact is only mandatory if the Response Category requires one

Explaining Service Requests Response Category Fields

Response

A section that indicates that the service request record was acknowledged. As soon as a response is added to the service request, which is based on the related service request life cycle state, all response fields are mandatory to be completed but they can also automatically be completed based on the service request's type settings:

  • Response Category *: The response category of the service request. It defaults to the type's default response category
  • Response Date *: The date and time that the response is created. It defaults to the time and date that the response category is added
  • Responded By *: The user who responded to the service request. It defaults to the current logged in user editing the Service Request
  • Description : The description of the response which can be used to keep track of any changes on the description by the user.
  • AVAILABLE FROM CRM.COM R9.0.0 - Accepted by Contact:  The contact who accepted the response. Only contact information related with the account owner can be selected 
    This information is visible and applicable only if the selected response category requires customer acceptance.
    In this case the service request cannot transit to a temporary resolution or final resolution status, unless the response is accepted by the customer

 

Responding to Service Requests

  1. The following fields may be updated in Service Requests  by using the "EDIT" button in order to respond to the entity. (Mandatory fields are marked by the asterisk *)

    • Status *: a status of life cycle state Responded should be selected
    • Response Category *
    • Response Date *
    • Responded By *
    • Accepted by Contact *
  2. The  service request will be responded to
  3. A communication will be created if communication settings have been enabled in the active Service Request definition

 

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