Overview of Service Request Management

Service request management functionality lets you manage and deliver a streamlined service in response to service requests. Delivering consistent answers to customer questions helps ensure that service requests are resolved efficiently and effectively.

Service request management lets you:

• Create service requests

• Enter summary information into service requests

• Add products and product groups to service requests

• Organize service requests into queues

• Compose and send messages from service requests

• Add contacts to service requests

• Add team members to service requests

• Automatically or manually assign service requests to other users

• Create activities for service requests

• Share service request information

• Associate and view items in the knowledge base

• Integrate with the partners application to capture and resolve issues reported by your partner accounts

See the Using Fusion Service guide for more information about sales user tasks for service requests.