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Managing Service Requests

Service Requests are customer requests submitted either by a back-end user using CRM.COM, or a Contact via a self-service platform (e.g. an app or portal). CRM.COM helps you log, track and manage your customer’s requests quickly and efficiently.

Navigate to CRM > Service Requests

Select the queue to view the Service Requests for. Service Requests are visible in either Kanban view or List view, switch between the views using the icon in the top right-hand corner.

When a Service Request is being created, it’s mandatory to provide the queue, relate it to a Contact and provide a description of the issue.

Queues

A queue consists of a set of statuses which a Service Request progresses through during it’s life cycle. Multiple queues can be setup to cater for different types of Service Requests, when a Service Request is created it’s assigned to a specific queue which determines it’s course. Queues can be configured via Settings.

Assign Owner

The owner is the person (a system user) to whom the Service Request will be assigned to. If not assigned, then the Service Request will by default be assigned to the user creating it.

Linked Service Requests

It's possible to link a service request to another, if the service requests are related.

Categories

Categories provide a business classification for the service request, multiple categories can be defined for a single Service Request.

Tags

Assign tags associated to the Service Request. Tags can be used as a filtering option on summary screens and can be configured via Settings > Platform > Tags.

Priority

The priority of a Service Request will be based on the Impact and Urgency selection, which is calculated based on the priority matrix set up in Settings. The default priority is based on medium urgency and medium impact configuration.

Affected Services

If the Contact associated to the Service Request is a subscription service member, and the Service Request is being raised for a particular service, then select the options button (…) > Edit option to specify the service.

Activities

An Activity can be created if a task needs to be scheduled as part of the Service Request. To create an Activity navigate to options (…) > Create Activity.

Refer to the Activities manual for further information on configuring and managing Activities.

Notes

Create notes relevant to the Service Request for internal use only. Important notes can be pinned to appear at the top of the list of notes.

Attachments

Upload attachments related to the Service Request for easy referencing. Acceptable file types include: .png, .doc, .docx, .jpeg, .jpg, .pdf, .json, .log, .svg, .eml, . xls, .xslx, .msg, .txt, .csv. Maximum file size is 4GB.

Charges

Any applicable charges can be added to the Service Request, the Contact will only be invoiced for these charges once the Service Request has been Closed and marked as Resolved.

It is only possible to add physical goods, expenses and one-time service type products as Charges to a Service Request.

Ad Hoc Discount

An amount or percentage discount can be applied on the total amount of all charges. The discount will be distributed equally between the charges on the Service Request.

Handling a Service Request

Select a Service Request from the Summary screen.

All values of a service request are editable except the Contact and the Queue associated to a Service Request.

Progressing & Regressing a Service Request

To progress a Service Request simply select the next status in the queue. A Service Request can only progressed to the next status, following the current status. Alternatively, the Service Request can simply be Closed.

To regress a Service Request, simply select the previous status in the queue, the user will have to provide a reason for regressing. The history of regression is displayed below the progress bar.

Progressing and regressing a Service Request can also be done from the summary screen in Kanban View, use the hamburger icon to drag-and-drop the request to the desired queue status.

Closing a Service Request

Close a Service Request by selecting the Close button either from the summary screen or from the Service Request screen itself. The user will be prompted to specify if the request has been resolved or not, if resolved, then the Contact will be billed for the itemised charges on the Service Request, if not resolved, then no charges will be applied.

Delete

A Service Request in any queue status can be deleted. This action is not reversible.

Service Request Settings

To configure Service Request settings click on your logged-in user name in the top right-hand-corner of the screen > Settings > CRM > Service Requests.

Queues

Queues define the statuses that a Service Request will progress through until it’s closed. Multiple queues can be defined, and one of these must be assigned to each Service Request when it’s created.

The New and Closed statuses exist by default and it’s not compulsory to define any others if not required. The New status will be automatically assigned to a Service Request upon creation, and Closed is always the final status where a request terminates. A description and unique (to the queue) colour code must be provided for each, select the green tick button to save a status.

  • Use the hamburger icon to drag-and-drop the statuses in another order.

  • A Queue is set by default to Active state when created, but can be deactivated either from the summary screen in Kanban view, or by selecting the Queue and navigating to the options button (…).

Once a Queue has been saved, 3 additional options are available to the user:

  • Edit alert times for queue

  • Edit completion times for queue

  • Configure application settings

Edit Alert Times for Queue

Configure alerts to notify users when a Service Request has not progressed from the New status yet. The alert times can vary depending on the priority of the Service Request.

Notifications for overdue progression will appear as below on the Service Request screen.

The overdue notification appears on the Service request card on the summary screen.

Edit Completion Times for Queue

Set how long a Service Request should take to be completed from time of creation based on it’s priority.

Closure dates are calculated and shown as below on the Service Request.

Configure Application Settings

If you will be allowing your Contacts to create Service Requests themselves for this queue (using another platform such as an app or portal), then you will need to enable the Self Service feature and complete the following information:

  • Classification - Define the classification option the Contacts will see, and be able to select for their request. Upon creation, the service request will be created in the respective queue related to the classification selected by the Contact

  • Resource - Set the system user to whom the requests of this queue will be automatically assigned to

  • Default priority - Set the impact and urgency to calculate the priority of requests assigned to this queue

  • Default tags - Select the optional tags to be assigned to all requests of this queue

The Service Requests module must also be enabled via Settings > Platform > Applications > Features for Service Requests to be available on apps or portals. Refer to the Applications manual for further information.

Numbering Schemes

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

Priorities

Set up the model to be used by the system for prioritising Service Requests. Select the priority based on impact and urgency combination.

  • Impact - Represents how important the request is for the customer  

  • Urgency - Relates to how quickly a resolution must be provided 

 

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

Categories

Optionally setup Categories to provide a business classification for Service Requests, categories can be defined in a hierarchical structure. Service Request can be assigned multiple categories, and can be used for reporting and filtering purposes.

Closure Reasons

Define the closure reasons that will be available to the select from, if a Service Request is closed without being resolved.

Reference Material

You may also find it useful to refer to the following manuals for further reading in relation to Service Requests.

Contacts

Contacts

Activities

Activities

Applications

Configure application Settings for consumer app for Service Requests.

Applications

Generic Settings

Configure Tags for Service Requests.

https://crmdevelopment.atlassian.net/wiki/spaces/TFDv2/pages/1435795459/Generic+Settings#tags

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