Hi,
My customer is implementing IFS cloud with the new Service Management functionality (NGSM). They would like their customers to have some way of creating service requests on their own. I am trying to figure out the best way of doing this at the moment.
I think the old B2B solution is only focusing the old Work Order Solution. As from 25R1, I can see that Call Center enables the facility of creating new Requests (handover) as well. I would like to know if the B2B Call Center solution supports the “Request” handover yet? If not, is there a plan to include this functionality soon? (when?)
Is the Customer Engagement functionality can be used for this purpose? If so, I would like to know some details about that as I am not familiar with this functionality. Any ideas, on how to get details on this?
Best Regards,
Athulya