Manage service requests

Overview

Before you begin

• Customer service agent submission: The current account can open the customer service workbench for the target Web channel, and Service Request is configured in the related-information area.
• Accepting self-service requests: The current account has the role of accepting customer service, and you can enter the To-Do Center to view service request tasks.
• Prepare or verify the customer, contact person, contact information, problem description and other information requested by the page.
• To convert a request, the organization has enabled service-request conversion. To close a request, the current process provides a close, terminate, or complete action.

Create a service request on behalf of the customer in the customer service workbench

1. Open the customer’s current session in Customer Service Workbench.
2. Find Service Request in the related-information area and select the new-record icon.
3. Fill in the subject, problem description, source channel, customer, contact and other required information on the New Service Request page.
4. Check the contact information and problem description to avoid recording different customers or different demands into the same request.
5. Select an operation based on the current processing purpose:
   • Select Submit to create the request and start the intake process.
   • If the page provides Save Draft, use it when information is not confirmed. A draft is not a submitted service request.
6. Return the customer session or service request details and confirm that the new record is associated with the current customer.

Receive requests submitted by end users

1. Go to To-Do Center > Pending Business Processes.
2. Select the Service Request category and open a service request to be assigned or received.
   
3. Verify the request number, customer or guest information, problem description, submission channel, and current stage.
4. Claim the requests you need to process. If the process opens Assign Service Request, assign the owner as prompted.
5. Confirm that the request entered the processing stage and that the owner and related teams are correct.

[!NOTE] Assignment rules, the support group, and the service process determine where self-service requests are routed. Do not claim requests outside your group’s scope. If a request is assigned incorrectly, use the available owner-change or transfer action.

Supplement and complete the acceptance information

1. Open the current task in the service request process area and select Edit.
2. Supplement the topic, problem description, customer, contact, product, priority, or other information required by the page.
3. Select the operation after checking this modification:
   • Save stores the current changes and keeps the task open.
   • Save and Complete stores the changes and completes the current task.
4. Return to the detail page. Check the service request status, current stage, and owner.

Close service request

1. Confirm that the problem handling results and necessary records have been added in the service request details.
2. Use the Close, Terminate, or Complete action provided by the current process; the actual button name depends on the enterprise process configuration.
3. Return to the details page and confirm that the request is no longer pending for collection or processing.
4. Check whether the work order is generated by mistake; when on-site service is not required, do not create a work order at the same time.

Convert service request to work order

1. In service request details, verify the account, contact, subject, problem description, and other information to copy to the work order.
2. Select Generate Work Order.
3. On the new work order page, verify the mapped data and complete required fields that were not mapped.
4. Save or submit the work order.
5. Return to the service request and confirm that the associated work order has appeared in the details.
6. Subsequent order dispatch, execution, service reporting and evaluation are handled in the work order process.

[!IMPORTANT] Generate work order will create a new work order record, not rename the service request itself to the work order. The association between the two should be preserved after conversion, and the same on-site processing process should be avoided to be recorded repeatedly in both objects.

Expected results and validation

• Service requests submitted by an agent are associated with the correct account and contact.
• After a self-service request is claimed, its owner and processing stage update accordingly.
• When using Save, the edited content is retained and the current task can still be processed.
• When using Save and Complete, the current process task is completed and enters the next or end state of the enterprise configuration.
• After closing a request, unnecessary field service tasks will no longer be generated.
• After converting to a work order, you can view the associated work order from the service request. The work order contains field mapping and manual supplementary information.

FAQ

There is no service request entry in the customer service workbench.

There are no requests submitted by end users in the to-do center.

After generating a work order, the fields are empty.

The request information generated by the email is incomplete

Notes

• Service requests are used to accept and judge appeals, while work orders are used to dispatch and perform service tasks. Do not mix the two.
• A guest request might not include registered account information. After claiming it, verify the contact details and account association first.
• Do not create duplicate service requests or work orders for the same customer need.
• The actual fields, buttons and process stages are affected by the enterprise layout, permissions and process configuration; if you cannot see the operation, first confirm the current role and recording stage.

Related topics

• Service Request Overview
• Quick start with service request
• Service Request Configuration Guide
• Submit service request