How You See Service Requests in the Microsoft 365 Side Panel

Managing service requests is integral part of the daily job of some salespeople.

Let's say a salesperson gets an email from his contact that a service request isn't making progress. He may want to view the details of the service request immediately from the context of this email. After you enable the functionality, salespeople see service requests in the side panel as related records, and in the Accounts tab as a subtab.

Here are the steps to enable the Service Requests subtab for Accounts:

1. Activate a sandbox.

2. Go to the Application Composer.

3. Click Productivity Applications Setup in the Common Setup section, and then click CX Cloud Microsoft 365.

4. In the Microsoft 365 Designer, select Related Records in the side panel.

5. Create a layout.

6. In your layout, expand the Available Items section.

7. Drag and drop Service Request into your layout.

8. Next, add the Service Requests subtab in the Accounts tab.

9. Expand Details in Accounts, in the Application Features section.

10. Create a details layout.

11. Go to Related Items in your layout.

12. Expand the Available Related Items section.

13. Drag and drop Service Requests into your layout.

14. Save the layout.

Note: Only critical service requests appear under the Service Requests subtab of accounts.