Service Center Tutorial

OVERVIEW

This tutorial will help you manage the followings:

  • Customers
  • Service Calls
  • Customize Service Call Form
  • Access control
  • Traceability from a service call to R&D/ QA
  • Dashboards and Reports

SERVICE CENTER ADMIN SETUP

  • Select the Admin > Data Sharing And Settings >Applications
  • Check the checkbox for Service Center option

Make sure that the Complaint/ Service call work item is enabled. Open Admin->Customizations->Work items

  • Make sure that you can trace items to the service call, for example Defect->Service call, CAPA-> Service call
  • Select Admin->Customization->Traceability Setup.
  • Make sure the Service call is the “Target” in the traceability setup. You can setup the default link type. If link type doesn’t exist you can create new link type

OPEN SERVICE CENTER

Once the user has permission for Access of Service Center Application, the user will see the Service Center Icon under the Main Menu .

SERVICE CENTER CUSTOMERS NAVIGATION PANEL

It shows the List of customers(Active and Non-Active) on the Left Side of the Screen

ADD/EDIT CUSTOMER

  1. Press New Customer Button to add new Customer
  2. Manage Customer window is opened with the list of Fields. Only Customer Name is mandatory and other Fields are optional
    • Customer Name – The Name of the customer is alphanumeric Field
    • General Details – The Details of the Customer is HTML Field
    • Phone
    • Email
    • Address
    • Zip Code
    • Country – Country Field is the selection list
    • Logo
    • Activation Status – checkbox checked by default

In Order to Update the Customer Details, Click on Edit Icon

USERS

The service center users also called “External Users” are YOUR CUSTOMERS, and these users can only access the Service Center Project.

In order to add the users, under the specified customer use the Self Registration link, or Select Admin > Users & Groups > Service Center Users.

SERVICE CALLS

After Successful Registration, user can now report the service call. Check here to learn how to add Ticket

All the Service Calls (Tickets) for the specified Customer, can be seen under the Service Call Tab, based on the active filter

Under the Service Call tab, user can filter the results by creating the Views and also add New Service Call Directly by clicking on the Add Icon

ADD NEW SERVICE CENTER AGENTS

When a user which is not an external user, is added in the Admin, he can be a service Center agent

Simply connect the user to the Service Center project

How to add a user (agent) to the service center project

WORK ITEMS

The Filters that are created under the Service Center Project from the Work Item Main Screen would also be listed under the Service Call tab of the Customer.

Note: Under the Customer’s Service Call Tab, only the specific customer tickets would be listed as per the filter selected

TRACE SERVICE CALL TO DEFECT/RISK, ETC.

The main advantage of using a single system for customer service calls and R&D/ QA is the ability to trace Service calls to complaints or bugs

In order to connect a service call to a defect, follow these steps:

  • Open service call in View mode
  • Open “Traceability” tab
  • Click the red plus button in the bottom right to add a new link
  • Traceability screen opens, Select the project, “Defect” work item and the Filter
  • Select the defect you wish to connect (make sure the Service call is the “Target” in the created traceability)

DASHBOARD

User can present the data in several Graphic panels using the Panels in the Dashboard

The Various forms in which data can be represented are

  1. Report Level – Chart
  2. Report Level – Grid
  3. Report Level – Traceability Matrix – you can view full traceability from a service call to other work items, up to 3 levels
  4. Report Level – Google Maps – allows you to view service calls on the google map, based on the customer location