Service Requests
A Service Request is a customer’s question, feedback, or issue. Support agents can review SRs to see how they can deliver better service. Sales reps can use SRs to see how they affect the sales process. Responding to SRs keeps your customers happy and enhances your brand.
Communication channels gather SRs from customers’ preferred forms of contact. Channels include Communities for online forums, Email-to-SR for emails, Web-to-SR for websites, iCRM Call Center for phone calls, and more.
On the SRs home page, you can create, locate, and edit SRs as well as sort and filter SRs using standard and custom list views.