How You Create Partner Service Requests

You create partner service requests (SRs) to capture and resolve issues that your partner accounts have reported. To work on partner SRs, you must be assigned one of these roles:

• Partner Sales Representative

• Customer Service Representative

• Channel Account Manager

If you're not assigned to one of these roles, talk to your administrator.

To create a partner SR, you just do one of the following:

• Select Service Request from the Navigator, then on the Service Requests list page, click Create Service Request.

• On the Partner Overview page, select Service Requests, and then click Create Service Request on the Service Requests tab.

In the SR, you also must enter a summary and you have the option of adding messages, contacts, and activities. You can also create a team to handle the SR and view linked articles and milestones.

Here are a few things that you can't do with partner SRs:

• Add partner resources to the SR Team.

• Assign the SR to a partner resource.

• Use a single SR to communicate to both the customer and partner.

External partner sales representatives and partner contacts can only view SR summaries and related messages. Internal customer service representatives or channel account managers who work on the SR can access all the SR subtabs.