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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

 

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

Thank you for your answer ​@Alexander Heinze 

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