Manage and Work with SRs

To keep customers happy, learn how to manage and work with SRs. After a SR is opened, you update the customer and SR details, then you ultimately resolve and close the customer issue.

• Create or Copy SRs
  Create SRs to track customer issues. You can also search for other SRs and clone an existing SR instead of creating a completely new one.
• Update and Respond to SRs
  Keeping customers updated on their SRs’ progress is key to quality customer service. To ensure that each SR is answered in a timely manner, you can reassign and share SRs with other agents. The SR feed shows the history of interactions and communications, so agents can quickly get up-to-date on the SR and respond to customers.
• Resolve SRs
  Closing a SR means that a customer’s issue has been resolved.
• SR SLA Setup Fields