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?
