Entering and Modifying Loyalty Members’ Service Requests

Members can enter service requests in the Loyalty Web site or can contact member service representatives with their service requests.

Member service representatives must be designated to view and deal with these service requests. One or more employees must be designated to assign service requests entered through the Web site to the appropriate owner.

Member service representatives must change the value in the Status field as they work on and close the service request.

To enter, view, or modify a member service request

1. Navigate to the Loyalty Members screen.

2. In the Members list, select the member and click its Member Number (#) hyperlink.

3. Click the Service Requests view tab.

4. To view or modify a service request, locate it in the Service Requests list and make any necessary changes.

5. To add a service request, add a new record to the Service Requests list, and complete the necessary fields. Some fields are described in the following table.

   Field	Description
   Summary	Enter a description of the service that the member requests.
   Account	If the member is an account or partner, then select the company name.
   Last Name	If the member is an individual or household, then select the member name.
   SR Type	Choose the SR Type for the service request, for example, Incident, Known Error, Problem, or Request for Change.
   Owner	By default, the employee, partner, or customer who enters the service request is the owner. If necessary, select the appropriate owner to deal with the service request. The service request is visible to the owner in My Service Requests view.