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Understanding Service Requests

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Table of Contents

What are Service Requests?

A Service Request is a request from a Customer varying from:

  • Information
  • Advice
  • Standard Change: A common and straightforward change, that can be made under a strict, well-defined procedural control, without the need of RFC, therefore a risk-free change
  • Access to an IT Service
  • Request for Change (RFC)
  • Report an incident

Service Requests Glossary

Term

Description

Resolution

A resolution determines that the issue described by the service request was resolved and can either be a temporary or a final resolution.

Resources

A resource is a user that works in order to deliver the service request for a specific period of time.

Service Requests  Key Processes and Concepts

Processes / ConceptDescription
Caller Contact

The caller contact of the service request is the caller/customer who initiated the service request. Available caller contacts retrieved are:

Service Request Resolution Flow

A Service Request State Flow consists of:

  1. Create: raise the service request with the related entities affecting the request (job or subscription)
  2. Accept: an agent accepts the request
  3. Respond: an agent responds by acknowledging the request
  4. Resolve:
    1. Temporary Resolution: a temporary resolution is provided to the service request
      1. In case a temporary resolution has been provided, the customer needs to accept it in order to be able to proceed to the next step
    2. Final Resolution: a final resolution is provided to the service request
  5. Completed: the final resolution has been accepted by the customer
Plan A Job

When a Service Request is created, a Job can be planned as part of the service request resolution. Once the "Plan A Job" action is performed:

  • The accounts receivable specified on the service request is carried over on the job
  • The list of job types is additionally filtered based on the job types which are allowed to be used, as specified on the type of the related service request
  • The related service request cannot be completed unless the Job is cancelled, deleted or completed.
Schedule An Activity

When a Service Request is created, an Activity can be scheduled for a specific service request. Once the "Schedule An Activity" action is performed:

  • The contact information and the performed for service requests values, are automatically set on creating an activity for a new Service Request.
  • The activity types which can be used for activities performed for the service request are filtered based on the allowed activity types specified on the service request type. 
Accepting Service RequestsWhen a Service Request is created, it can be assigned either to a Unit or to a specific User. If you don't want to assign specific tasks to specific people, then you have the option to assign the Service Request to a whole department (i.e., Unit) and employees of the department can access the Service Request and accept it; in this way assigning the Service Request to themselves. A Service Request cannot be processed any further unless it is assigned to a specific user.

Service Requests Access & Viewing Controls

Network Characteristics define the level of access for each record. i.e., whether it will be available for selection, viewing, editing etc.

EntityNetwork Characteristics
Service Requests
Service Requests Types

 

Service Requests  Related Modules 

Interaction EntityHow
ActivitiesActivities can be performed for Service Requests
Accounts ReceivableAccounts Receivable owning Service Requests
Contact InformationContact Information owning Service Requests through ACRs
JobsService Requests referring to Jobs and Jobs performed for SRs
SubscriptionsService Requests referring to Subscription
Physical GoodsPhysical Goods delivered by Service Requests
ServicesServices applied on Service Requests
Units and UsersService Requests assigned to Units & Users
CommunicationsCommunications performed for specific Service Requests and for specific life cycle state changes as per service request definitions

 

Service Requests  - Business Examples

The following section provides business examples to help you understand how CRM.COM Service Requests  module is used.

Raise Service Requests

Raise Service Requests

Business Requirement

  • Company ZX allows its customers to call the Call Centre and raise a request for technical support including problems with their subscriptions, the installed items etc.
  • Customers have the option to relate this technical problem with a Job or Subscription
  • Agents will then proceed the service request based on the issue

CRM.COM Solution


Configuration
Note that the configuration is only specific to the requirements of the above business requirement. Additional required configuration not related to the solution is skipped. (i.e., Job Statuses or the full configuration of a Job Type) 


Service Request

Service Request Statuses (Life Cycle State)
  • Service Request Categories
Service Request TypeService Request Definitions
  • To be approved (Pending)
  • Assigned (Responded)
  • Workaround (Temporary Resolved)
  • Final Solution (Final Resolved)
  • Completed (Completed)
  • Cancelled (Cancelled)
  • Technical Support
    • TSS
    • UTSS
  • Response Categories:
    • Approved for Resolution
  • Temporary Resolution Categories:
    • Workaround Resolution
  • Final Resolution
    • Reinstallation (default)
    • Change of Decoders
    • Change of Smartcards
  • Technical Issue
    • Estimated completion time: 2 hour
    • Allowed statuses: all statuses with to be approved as the default
    • Allowed categories (SR Categories, Response, Temporary Resolution, Final Resolution)
    • Job Types
      • Installation
    • Allowed organisational units:
      • Support team 1
      • Installation team 1
  • Create and activate a Service Request Definition adding:
    • Provide the created Service Request Types
    • Enable all communication settings

 

The following should also be configured:

  • Job Types: Installation
  • Price Plans: that allow creating billable Jobs
  • Communications: Templates for each Service Request state

 

User Process

  • New Service Request
  1. Create a new Service Request
    1. Type: Technical Issue
    2. Related Entities: Job / Subscription
    3. Affected Products
      1. Services
      2. Physical Goods
  • Accept and Respond to Service Request
  1. Support Team 1 should go in Service Request page.
  2. Search using:
    1. Assigned to Unit: Support Team
    2. Life Cycle State: Pending
    3. Type: Technical Issue
  3. Accept the Service Request
  4. Change the status to Assigned
     
  • Progress Service Request
  1. Support Team 1 should go in Service Request page.
  2. Retrieve assigned Service Request (Responded)
  3. The agent decides how to proceed with the Service Request depending on the issue raised. Options are:
    1. Schedule an Activity
    2. Plan a Job
    3. Provide a Temporary Resolution
    4. Provide a Final Resolution

 

  • Complete Service Request
  1. Support Team 1 should go in Service Request page.
  2. Retrieve Final Resolved Service Request (Final Resolved)
  3. Contact Caller and confirm that the resolution has been accepted
  4. Change the status to Completed

More Information on modules referred in these example can be found here:

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