Configuring service requests
A service request is a detailed record of a request or a complaint from a client. Service requests are used to manage and track client issues. You can manage service request templates and mailboxes from the Service Request Management tab on the Customize workspace.
In order to manage service request templates, you need to have been assigned to the Service Request Admin privilege group, which has gServiceRequestAdmin privileges.
Service request templates
Service request templates are used to create the service requests that are available to NexJ CRM users.
They represent different kinds of service requests and can be customized to use your desired icon, description, or set of stages. The properties of the template will automatically be applied to service requests that are created from the template.
Adding service request templates
You can add service request templates.
To add a service request template:
You can deactivate the template when you no longer want users to create service requests based on it by clicking the Action button for the template and selecting Deactivate.
Editing service request templates
You can modify service request templates in the Service Request Management tab.
To edit a service request template:
The service request template is modified.
Adding mailboxes for support teams and assigning user groups
From the Service Request Management tab on the Customize workspace, you can add a mailbox to a user group so that your customers can send emails to the support team represented by the user group.
A mailbox represents the email address that is used to receive customer emails. When a customer sends a request or complaint, a service request is created, and is sent to the support team using the assigned mailbox.
To add a mailbox to a user group:
You have added a mailbox to a user group.
Editing mailbox details
You can modify mailbox details in the mailboxes list. The mailbox details are the values you entered when you created the mailbox.
To edit the mailbox details:
You have modified the mailbox details.
Editing the service request configuration for a mailbox
You can modify the service request configuration for a mailbox on the Customize workspace. The service request configuration includes the template title setting and default text setting of the email sent from the mailbox.
To edit the service request configuration:
You have modified the service request configuration.
Changing the status of mailboxes
You can activate and deactivate mailboxes in the mailboxes list. When you create a mailbox, the status is automatically set to active and you can change the status anytime.
To change the status of a mailbox:
Rules for service requests
You can use rules to automate tasks relating to service requests or to send notifications.
For example, you can create a rule action to send a notification to a user when the user is assigned a service request or to remind users of a high priority service request's due date.
Related links
Examples of rules
Specifying rule criteria
Adding quick responses to a notification
Adding actions to update fields
Rule actions
Tokens for notification messages
Adding blacklisted email patterns
You can add blacklisted email patterns that specify which email addresses should be ignored by NexJ CRM. No service requests will be created for blacklisted emails.
To add a blacklisted email pattern:
- Navigate to the Service Request Management tab and select the Restrictions subtab.
- Click the Add button .
The Add Blacklisted pattern dialog opens.
- Enter your pattern using regular expressions and wild card symbols. For example, you could enter
test.*@.*\.ca
to ignore all emails that start with test and end with.ca
. You could enter*.hotmail.com
to ignore all emails from hotmail.com. - Click OK.
Your pattern displays in the list of patterns.
You can also click the Action button for a pattern and select Delete to remove the pattern.
Setting inbound email attachment restrictions
You can set the maximum size of attachments for inbound emails. By default, NexJ CRM will ignore attachments in inbound emails that exceed 2 MB. Also, unsafe file attachments will not be saved.
Attachments that are not saved are listed in log entry records.
To set the maximum size of attachments for inbound emails:
- Navigate to the Service Request Management tab and select the Restrictions subtab.
- Click the Edit button .
- Enter the maximum attachment size.
- Click OK.
Configuring service request approvals in business processes
You can define service request approvals using business processes.
When you create business processes for service requests, you configure users as approvers who can approve or reject approval requests for changes to opportunities.
Approval requestors are users with access to an opportunity who can submit approval requests for changes to the service request using a business process form.
You also provide:
- Criteria that identifies which records will require approvals
- Workflow information that determines how business processes run
- Information that needs to be approved by approvers
Request approval when service request exceeds a threshold
The following example shows how a relationship manager requests approval for a service request.
A relationship manager for a large corporate bank is working on a transaction exception-based service request for a wealthy customer in Dubai. This communication from the customer will result in the value for a commercial loan increasing by $100,000, which is beyond the threshold for a relationship manager to approve.
The relationship manager creates a service request and submits the request for approval by the vice president of commercial loans who is the designated approver. The service request is locked until it is approved or rejected. Users can add activities to the service request while it is locked but cannot edit other service request properties.
When the vice president logs in to NexJ CRM, she is notified that there is an approval awaiting for her attention. The vice president navigates to the service request record, reviews the details, and approves the service request. At this point, the service request can be closed by the relationship manager.
Service requests approval process
The process for approving service requests automates how changes to service request records are approved prior to execution.
The following diagram shows the high-level workflow for changes to service requests that require approvals.
User roles for service request approvals in business processes
This topic describes available roles for service request approvals in business processes.
All users with access to a service request can request approval for a change to that opportunity. These approval requestors submit requests for approval to approvers who approve or reject the changes.
To designate users as approvers, you must add them to the Business Process Approver privilege group that has ServiceRequestApprovalApprove user privileges before they can approve or reject approval requests. Users who need to create new approval processes will need ServiceRequestApprovalRequest user privileges, otherwise they will only be able to view or run an existing approval process.
The following table shows which user roles can perform specific functions.
Function | Administrator | Approval Requestor | Approver |
---|---|---|---|
Create and modify business process templates in the Business Processes tab on the Customize workspace | Yes | No | No |
Create and modify business process forms in the Business Processes tab on the Customize workspace | Yes | No | No |
Approve or reject a business process by updating the status and the outcome in the Steps tab in the approval request form on the Service Requests workspace | Yes | No | Yes |
Approve or reject a business process in the docked to review or docked workspace | Yes | No | Yes |
View a business process in the Business Processes tab on the Customize workspace | Yes | Yes | Yes |
View a business process in the docked to review or docked workspace | Yes | Yes | Yes |
View approval steps in the My Approvals tab on the Schedule workspace | Yes | No | Yes |
Adding business processes for service request approvals
You can add business processes for service request approvals using business process templates. You must designate users as approvers by adding them to the Business Process Approver privilege group that has ServiceRequestApprovalApprove user privileges before they can approve or reject approval requests. Users who need to create new approval processes will need ServiceRequestApprovalRequest user privileges, otherwise they will only be able to view or run an existing approval process.
When a service request has a pending business process, it is temporarily locked. Users can add activities to a locked service request but cannot edit other service request properties.
To add a business process for a service request approval:
The business process is available for approval requestors to run.
Removing business processes from service requests
You can remove business processes that have been added to service requests.
To remove a business process for a service request:
The business process is deleted.