1. Using Partner Relationship Management for Channel Managers
  2. Manage Partner Service Requests for Channel Managers

Manage Partner Service Requests for Channel Managers

If the Service offering has been enabled for your implementation, channel managers can use the service request tools to efficiently resolve any issues that their partners are experiencing. These tools include a Service Request subtab and a Service Request infolet.

The Service Request subtab is available on the Edit Partner pages, and can be configured to appear on other pages, such as Deal Registration and Opportunity pages. Channel managers can view the Service Request infolet on the Partner Overview page.

Where Do Channel Managers Find These Service Request Tools?

If the Service offering has been enabled, channel managers and their partner users can see the Service Request homepage icon and manage service requests directly from these pages. Channel managers can also see the Service Request subtab on the Partner Overview page, and on the Deal Registration and Opportunity pages if these pages have been configured for Service Requests. Both channel managers and their partners can see the Service Request infolet on the Partner Overview page.

How Do Channel Managers Use the Service Request Subtab?

Channel managers can use the Service Request subtab to view a list of service requests tied to their accounts and to their partners, so they can efficiently meet the service requirement needs of their partners and their partner's customers. Channel managers can also log and manage service requests on behalf of both their partners and their partner's customers.

What Information Does the Service Request Infolet Show?

The Service Request infolet on the Partner Overview page shows a count of open service requests associated with the current partner. This count includes service requests for the following instances:

  • Service requests that the partner logged for their own needs, such as requests for deal registration support.

  • Service requests the partner logged on behalf of their end customers as part of customer support.

  • Service requests that the partner logged regarding a deal registration or opportunity on which the partner is working.

  • Service requests that a channel manager created on behalf of their partner or their partner's end customers.