Configure service requests

Overview

Before you begin

• Use a ShareService administrator account, or an account with system settings, online customer service channel, and connected-role permissions.
• Clarify the submission methods that need to be opened this time: customer service submission, self-service submission by registered users, visitor submission or automatic email generation.
• Customer service personnel and customer service groups have been prepared; when it is necessary to transfer a work order, the mapping relationship between service request fields and work order fields has been clarified.
• Self-service submission requires a published customer service portal entry. Automatic email generation requires a bound system mailbox in normal status.
• Prepare internal customer service, registered end-user, guest, and intake-agent test accounts as needed for the enabled scope.

Configuration sequence

Enable service request

• Online Customer Service > Service Request Settings: Click the Enable button.
• ShareService > System Settings > Value-added Plug-ins: Find Service Request and enable it.

Configure assigned personnel

1. In the Basic Settings of the service request, find Assignees.
2. Click Settings to add employees responsible for service request assignments.
3. After saving, use one of the accounts to verify whether the service request assignment can be performed.

[!NOTE] Assigned personnel are used to perform service request assignments and are not equivalent to accepting customer service groups. Which customer service group will accept requests submitted by self-service? You also need to continue to configure service request distribution.

Configure customer service workbench to submit on behalf of customers

1. Go to Online Customer Service > Web Access Settings and select the target channel.
2. Open Workbench Extension Information > Related Information and click Manage.
3. Add Service Request to the associated object and confirm to save.
4. Click Select usage scope in the Service Request row and select the web access channels where the entry must appear.
5. Use the customer service account of the target channel to enter the customer service workbench and confirm that Service Request and the new entry are displayed in the related information area.

Configure end-user self-service submission

Enable end-user submission

1. Enter the Basic Settings of the service request.
2. Enable End User Submission.
3. If only registered connected users can submit, leave guest access disabled.

Configure external user permissions

1. Enter Admin Backstage > Internet Role > Personal User > Permission Settings.
2. Grant at least the View List, View Details and New permissions required by the business under the Service Request object.
3. Continue to configure field permissions and data sharing permissions based on the enterprise’s data boundaries. Do not infer that users can view all requests based on object permissions alone.
4. After saving, use an individual-user test account to create a service request from the Web customer service site.

Configure guest submission

1. Enter Admin Backstage > Internet Management > Internet Settings > Basic Settings.
2. Find Connected Guest Identity and enable it.
   
3. Open the parameter setting of the visitor identity, select the associated customer according to the page requirements and save it.
   
4. Confirm that Connected Guest Identity is enabled.
   
5. Use a non-login or non-registered environment to access the service request portal and verify whether the form can be opened and submitted.

[!WARNING] The visitor entrance will expand the scope of submissions. Before going online, you should check whether the public form contains customers, contacts, or internal fields that should not be exposed, and verify that the required information is sufficient for customer service to contact the submitter.

Configure service request distribution

Configure the intake agent group

1. Open the Acceptance Customer Service Group in the service request settings.
2. Add the customer service group and members responsible for accepting service requests.
3. After saving, check whether the test account in the group has the customer service role and to-do access rights.

Configure automatic allocation and assignment rules

1. Enable Automatic allocation of service requests in Basic Settings.
2. Click to set or open the Assignment Rules tab.
3. Create an assignment rule. Set its service request scope, assignment method, priority, and activation status.
4. Adjust the priorities of rules that may hit at the same time, and verify them separately using test requests with different conditions.

Configure service request process

1. Open the Process Assignment tab.
2. Select an existing service process for each service request record type, or create a new service process according to the page entry.
3. Confirm that a record type only corresponds to the expected service process, save and then test the record type.

Configure service request transfer to work order

1. Enable Service Request to Work Order in the Basic Settings of the service request.
2. Open the object field mapping rules of the service request to work order.
3. Check the system’s preset mapping and supplement the mapping of service request fields to work order fields according to business needs.
4. Confirm that mapping, fixed values, or later manual input supplies every required work order field.
5. Use a test service request and click Generate work order to check the new work order and the relationship between the two.

Configure emails to automatically generate service requests

Prepare system mailbox

1. Enter the Admin Backstage > Mailbox Management and bind the system mailbox used to receive customer emails.
2. Confirm that the mailbox status is normal and enable the precipitation of incoming emails. The source information also requires not to close the incoming/outgoing mail precipitation of this mailbox.
3. Use test emails to verify that the system can receive and deposit emails normally.

Create a new email conversion rule

1. Enter Service>System Settings>Full Function Configuration>Business Plug-in>Remote Service Tool>Mailbox.
   
2. Click New Generation Rule.
   
3. Configure the rules and save:

   Configuration items	Configuration instructions	Limits or checkpoints
   Rule name	Use a recognizable business name	Avoid having the same name or duplicate meaning with other rules
   Mailbox	Select the system mailbox to receive customer emails	You can only select the bound system mailbox; do not turn off mail precipitation
   Applicable scope	Select which emails can be converted	An overly broad scope can convert unrelated email into business records
   Automatically generated target object	Select Service Request	The target object can be only Work Order or Service Request
   Field mapping configuration	Keep system default mappings and add mappings as needed	Missing values for target required fields may cause creation failure
   Exception notification	Send a CRM notification to ShareService administrators when conversion fails	Enable for production use

   
4. Adjust the rule priority. The smaller the number, the higher the priority; when an email hits multiple rules, the system converts it according to the highest priority rule.
5. Enable the rule and send a test email that meets the criteria.

Verify email conversion

1. Open the precipitated test email in the system and confirm that the mapping information such as title, summary, sender, etc. is complete.
2. Find the automatically generated record in the service request list.
3. Check configured fields such as service request source, subject, problem description, customer, contact, and owner.
4. Send another email that does not meet the applicable scope to confirm that a service request is not generated by mistake.
5. Construct a test email that lacks the required fields of the target to confirm that the administrator can receive CRM alerts when exception alerts are enabled.

Expected results and verification

1. The customer service workbench only displays the new entry for service requests in the configured access channel.
2. Registered end users can submit requests from the configured Web customer service site. Users cannot perform actions beyond their role permissions.
3. Unregistered users can submit as guest only after guest status is enabled.
4. Requests submitted by self-service will be entered into the expected customer service group according to the assignment rules, and the service process of the corresponding record type will be used.
5. After clicking Generate Work Order, the new work order is associated with the source service request, and the mapping fields comply with the configuration.
6. Emails that comply with email rules will generate service requests, and emails that do not meet the applicable scope will not generate records.

Adjust or disable

• Before deactivating an entry, confirm whether customers still use the customer service channel, portal, or email route.
• After modifying assignment rules or process assignments, use new request verification; do not assume that the modification will recalculate all existing requests.
• Before deactivating work transfer orders, confirm that the customer service team has an alternative handling method.
• When deactivating email rules, the system mailbox and mail deposits will be retained unless the mailbox will no longer be responsible for other services.

Notes

• Object permissions, portal menus, and the end-user submission switch are separate configurations and cannot replace each other.
• Assigned personnel, customer service group and Internet individual users are different role scopes and should be configured and verified separately.
• Automatic allocation, assignment rules and process allocation jointly determine the processing path of self-service requests. The lack of any link may cause the to-do to not meet expectations.
• Email rules only process valid emails that meet the applicable scope; the required fields of the target object are still subject to the object configuration.
• Original screenshots contain the interface at different stages. The text is based on the configuration meaning that can be confirmed from the source data, and it is not inferred that the Web, App or all enterprise portals are completely consistent.

Related topics

• Service request overview
• Quick start with service request
• Service Request Operation Guide
• Configure end-user self-service intake