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Ability to create "Requests" in B2B situations (NGSM)

  • April 24, 2025
  • 2 replies
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ATSI
Do Gooder (Partner)
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  • ATSI
  • Do Gooder (Partner)

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

 

Best answer by Alexander Heinze

If they would like to provide their customers limited access to IFS Cloud, then CE is a good approach. Have a look at these documents:

  1. CE Studio Designer (this is for customer-facing portals): https://docs.ifs.com/documents/IFS-CE-Studio-Guide.pdf
  2. Agent Desktop (this is for building an internal Call Center UX): https://docs.ifs.com/documents/IFS-CE-Agent-Desktop-User-Guide.pdf
Athulya Siribaddana, Application Consultant, Cegeka

    2 replies

    Alexander Heinze
    Ultimate Hero (Employee)
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    • Alexander Heinze
    • Ultimate Hero (Employee)
    • Answer
    • May 6, 2025

    If they would like to provide their customers limited access to IFS Cloud, then CE is a good approach. Have a look at these documents:

    1. CE Studio Designer (this is for customer-facing portals): https://docs.ifs.com/documents/IFS-CE-Studio-Guide.pdf
    2. Agent Desktop (this is for building an internal Call Center UX): https://docs.ifs.com/documents/IFS-CE-Agent-Desktop-User-Guide.pdf
    If one of the responses resolves your issue, please use "Best Answer" so that the thread can be closed and others find solutions easier.
    ATSI
    Do Gooder (Partner)
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    • ATSI
    • Author
    • Do Gooder (Partner)
    • May 13, 2025

    Thank you for your answer ​@Alexander Heinze 

    Athulya Siribaddana, Application Consultant, Cegeka
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