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.

Summary of Setup Tasks

Here's a summary of the setup tasks:

• Enable the Service offering
• Understand the predefined service request job and duty roles
• Define service request assignment rules
• Enable the sales catalog for service requests
• Enable outbound email messages for service requests
• Configure service request categories
• Configure knowledge base settings for service requests
• Modify service request lookups

See the Implementing Fusion Service guide for more information about service requests setup tasks.