Process of Resolving a Service Request
To resolve a service request, perform the following tasks:
- Search the solutions library for information to help you to resolve the customer request, see Reviewing Solutions.
- Link the appropriate solutions to the service request and rate their usefulness, so that the library can be continuously monitored and improve, see Rating Solutions.
- Use prebuilt or custom reports to identify the issues, see Running Reports.
- Take immediate action to resolve them. If you cannot find a solution, add a new one to the library, see Managing Solutions.