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Service Requests (SRs) Session View

Figure 11 shows the SRs session view. This is a read-only list view that highlights key information about service requests that have been associated with a contact based on information collected from anywhere in the organization.

The SRs view provides insight into customer service requests. For more information on creating SRs, see Adding Service Requests.

Figure 11. SRs View
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Table 6 shows the information provided on each SR.

Table 6. SRs Fields
Field
Description

SR #

Uniquely generated number identifying the service request.

Open Date

Date the service request was opened.

Due Date (CEM)

The date when the service request is due to be closed.

Area

The organization area to which the service request applies.

Type

The specific type of service request given the area.

Status

The current state of the service request.

Sub-Status

A more granular designation of the status.

Owner

The user ID of the person who created the service request.

  
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