Modify the Service Request Page Layout for Channel Managers and Partner Users

Sales administrators can use Application Composer to modify the Service Request pages that appear when channel managers and partner users click the Service Request subtab.

The following suggestions show some ways in which sales administrators can modify the layout of the Service Request pages.

• You can clone the default layouts for the Create and Edit Service Request pages, and create a layout for internal users (Channel Account Managers) and another layout for external users (Partner Sales Representatives).

• For the internal user layout, you can add the Partner Account field to the Edit Service Request page and, optionally, you can remove the Account field (which refers to customer's company).

• For external partner roles, you can change the Partner Account field to read only.

• You can use Groovy script to add logic that automatically populates the Partner Account field and Primary Contact field with the name of the partner's company and the partner user's name (respectively) when an external partner role creates a Service Request.

• You can modify the Service Request list page columns to replace the Account column with the Partner Account column, and make this new layout available for appropriate channel sales roles.

Note:

Some Service Request reference data such as Categories and Product Catalog are shared between the partner-facing and customer-facing flows. Customers implementing both use cases in the same application instance will have partners as well as customer-oriented users seeing the same categories and products in Service Requests.