Understanding Service Requests

Transcript:

In this lesson, we'll be learning about Service Requests in CloudRadial CSA.
Service requests are an organized, visual way to present solutions and services that clients can order with the click of a button. Though, they're technically the same as tickets like the problem reports, they're used to separate out problems from orders to both improve the user experience in the portal and increase revenue opportunities for you. After all, who doesn't like automated self-service?
Just like the Problem Report tickets. There really aren't many limits in how you set these up, so we'll just stick to what's possible in them.

When learning about Service Requests, it's always helpful to have two tabs open to understand how our changes on the back end affect the user experience on the front end.

I'll start by navigating over to partner on the left hand side of the Feature Sets and heading down to Clients. Then I'll go ahead and impersonate my own company, Ricky's MSP, as an Admin.

Now I can simulate the service catalog experience in the point of view of a client. Currently my Feature Set has the Support Homepage enabled, which means that I have access to the Service Requests from right here. Let's click on it.

Note that if you have a Feature Set with a different home page, it's the same thing as navigating to Support and Request service on the left hand side of the Feature Sets.

The first thing we'll see is that there are a lot of colorful requests all under the Top Referenced Requests section. More on this in just a little bit.

There are over 40 Service Requests that come with your tenant initially; the best way to sort through them is to use the categorization options on the right to get familiar.

If I click on one such as Apps & Software. We can see all the relevant service offerings pop up in front of me.

So where is this coming from? Like a lot of things in CloudRadial, from Partner Content. Let's head over to the other tab.

Now that I'm here, we'll head down to Partner and then specifically under Content. Then we'll look for the Service Request area. It's the very last one.

Initially you can see that there are two content packages.

• One is the Sample Service Catalog with 31 tickets.
• And another is the Admin Service Catalog with 11 tickets.
  • They're set to go to different User Groups with certain service offerings only being available to Admin level users. The Admin Catalog has Requests like onboarding forms, offboarding forms, reviews and more.

For the sake of simplicity, we'll just look at the first one, but know that they function the exact same way. When I click on a Catalog, I'm taken directly to the Content Package with the 31 tickets in the mix. It's a good idea to sort by category to get better clarity on how to read these.

I can find the same Service Catalog tickets as I found on the front end by looking here. In fact, all the apps and software tickets are listed alphabetically. Clicking on a ticket from back here, such as this first one, let's me modify whatever way I want.

You can change things like a category, subject, description and more.

The Service Requests are structurally identical to the Problem Reports, with the exception of this middle bit, you can customize the short description and visual elements to the button and card in which it's presented.

Remember how the first category of tickets we landed on in the front end view under top referenced requests?
That's actually an option here. If you toggle it, you can build a quick reference menu that shows these requests first before clients need to specify category at the bottom.

At the bottom, you've got the most important part, the questions. You can structure these tickets, ask as many questions as you like. Simply by adding more with the button at the bottom, or by editing existing ones.

When I click on question such as username, you can see the chart full of customization options as well.

There are additional intricacies to these tickets as far as routing option goes, and they're listed at the very top, but we'll cover that in another lesson.

When you're starting out, you want to comb through the Sample Catalog to see if there tickets you can use. These are selected to be good all rounders, but they may not pertain to be 100% your actual service offerings. You can modify these tickets directly, or even add new ones by clicking the add button at the top and creating your own from scratch. Or if you'd like to start fresh, you can always create a brand new service request content package and build them out the way you like; whatever is easiest for you.

Regardless of the path you pick, once you've got a solid starting catalog, it's a good idea to assign it to the All group. Having one catalog for every single client is going to make things a lot easier at the beginning. To do that, we'll simply click on Settings the folder level, and then Edit, And we'll drag over the company group to which this catalog should be available; in this case the All Group.

I'll go ahead and publish this catalog out to everybody.

Once you get more familiar with building the Service Catalog and modifying it, you can launch more customized Content Packages for different company groups if you like.

Be sure to experiment with existing catalog and checking your changes on the front end so you know exactly what the client experience looks like.