I am looking for users in Service that use Call Center Cases as well as Service Managment Requests. Especially for remote support we would like to get some real life experience of what to use when and from that derive proper simple work instructions. E. g. Customer calls → always create a case → if it leads to an invoice create a Request out of it (in the upcoming releases, the linking will probably be much easier) of alternative Always create a Request → if it needs internal escalation to other departments create a Case out of it, capture the hours on the way and invoice the request at the end.Anyone in a similar situation? Ideally in combination with mobile apps?

IFS-Cloud Service Case vs Request

I am looking for users in Service that use Call Center Cases as well as Service Managment Requests. Especially for remote support we would like to get some real life experience of what to use when and from that derive proper simple work instructions. E. g.

Customer calls → always create a case → if it leads to an invoice create a Request out of it (in the upcoming releases, the linking will probably be much easier)
of alternative
Always create a Request → if it needs internal escalation to other departments create a Case out of it, capture the hours on the way and invoice the request at the end.

Anyone in a similar situation? Ideally in combination with mobile apps?

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Hi,

For a customer we are implementing call center + service management workflow.

The process is to create a case whenever a customer is getting an issue. Link this case to a service request once created. Release the service request and go through all the process till invoice created. Close the case when all the work is done. Call center is also used to track down repetitive problems to create a NC if necessary.

Regards,

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