Service Request Category

Service Request Category screen is used to define categories for service request. These details are used while raising a service request.

Follow these steps:

  1. On the System Administration module, click Customer Care, and then click Service Request Category.

  2. Enter the category and description in Service Request Category and Description box, respectively.

  3. In the No. of Intervals box, enter the number of intervals required to complete the service request of the particular category.

  4. In the Skill drop-down, select the skill required for the service request category.

Note: The skills defined in Skill screen appear in the drop-down.

  1. Select the SelfCare Service Request check box to apply the service request category for selfcare.

  2. Select the Is Internal check box. If this check box is selected, these categories are raised internally after the Process Outbound Call job is scheduled successfully.

For example: When a customer takes services, the service provider may want to make a welcome call. For these kind of services, a service request is not necessary.

  1. Select the Is Outbound Driven check box. The service requests which require a call to be made by the service provider can be marked as Is Outbound Driven.

  2. In the Status drop-down, select the status as Active to display the defined service request category in applicable screens. Else, select Inactive.

  3. Select the Is Breakdown Applicable check box if there is a probability for the category to be a bulk breakdown category. These categories can be selected for general service request or for bulk break down service requests.

  1. Select the Is Breakdown check box to make the category as a bulk breakdown category.

  2. From the Service Request Type grid, select the check box against the code to make the service request as that particular type.

Note: You can select multiple check boxes. The types defined in the Service Request Type screen are displayed in the drop-down list.

  1. Click Save to save the service request category details.

Modify Service Request Category Details:

  1. To modify an existing service request category, in the Service Request Category box, type the category code . You can also click to browse for a category code. The service request category details are displayed on the screen.

  2. Modify the required details and click Save to apply the modifications.