This chapter describes the way field service call centers process service calls from customers, set up service requests, and attempt to find immediate solutions. Topics include:

• Processing a Request for Service
• Setting Up Service Support
• Process Flow for Logging Service Requests
• Updating a Service Request
• Resolving a Service Request
• Accounts Screen
• Service Screen
• Service Reports
• Audit Trail Overview
• Service Request Solutions
• Setting Up Solutions
• Administration - Solution Screen
• Solutions Screen