How do I use the Service Module?

The Service module is an integral part of MCS. Here, Service Requests can be filtered, viewed and edited. So, how do you navigate the Service module?

Firstly, select the "Service" module found on the left-hand-side menu.

You can click on "add" to create a new Service Request.

Additionally, you can filter the service requests through the "options" menu. You can filter Service Requests (SRs) by catalogue, form, status, group, priority, date, among other things. 

You can also select "My Service Requests" to show all of your own Service Requests, as well as "Drafts" to show saved drafts of SRs.

Here, the "open" status filter was selected, and thus only open Service Requests were shown.

You can click on the edit icon (the furthest icon on the left of the Service Request) to open the SR. A screen similar to the following will appear:

Here, information about the SR can be seen in detail, such as it's priority, where it was logged from, the customer involved, as well as the answers on each of the form's questions. 

Service Request Tools:

You can use the following tools to edit and analyse an Service Request:

Status - You can edit the SR's status by clicking on the "status" button on the top right. Once clicked, this pop-up box will appear:

Using the dropdown box, you can select a new status if needed.

Add - On the "add" menu on the right-hand-side, you can add certain things to the Service Request. This can include attachments, notes, interactions, tasks, outcomes and links. Some of these, such as tasks and outcomes, can be automatically added via rules when certain conditions are met.

                Attachments Screen:

                         To add an attachment, simply click "add" and select the folder you wish to add. Then, select the attachment type (library card, drivers licence ect) and click upload to apply it to the SR.

               Notes Screen:

To add a note, select the Note Type and Title. Then, type the contents of the note. A start and end date can also be applied if necessary. Once completed, click Add to apply the note to the SR.

                Interactions Screen:

To create an Interaction, select the type, then record the interaction you had. Once completed, press add to tie it to the SR.

                Tasks Screen:

Here, certain task parameters can be set, such as the subject, date, duration, and more. The check boxes can             be used to expand the task options, allowing you to set an owner, a location and more.

                Outcome Screen:

Outcomes can also be configured for an SR. To do this, select the activity, outcome and resilt (which will have to be preconfigured). Then, fill in the note textarea - if needed - and click "create".

                Link Screen:

You can link an SR to another SR or case. You can do this by selecting the SR or case you wish to pair the SR to, as well as giving a relationship (eg. Parent or Child)

View - Here, you can view an SR's history. This shows everything that has happened to the SR, such as changes to statuses, every rule that has affected the SR and more. You can also access the "nearby" menu, which will show other SRs within a certain range of the subject SR.

                History Screen:

As you can see, every action related to this particular SR, such as email sending, status changes, task creation and more are logged in the SR's history.

                Nearby Screen:

After setting parameters, such as radius and time range, SRs within that radius will be shown to the user.

Update - Here, you can update certain aspects of the SR, such as the owner, information (the form's answers and inputs) and priority.

                Owner Screen:

You can change the owner of the SR here by selecting the appropriate owner category and narrowing it down with the box below it. Once this is done, click "update" to finish.

                Information Screen:

This is where you can update SR information, which is the content of the filled-out form itself. This page acts as a form. You can change answers here if appropriate.

                Priority Screen:

To update a SR's priority, simply select the appropriate priority on the drop-down and click "update".

Send - Here is where you can send emails, SMS and letters regarding this SR.

                Email Screen:

Here, you have all your email options needed to send an email, such as attachments, templates and more. Once you are done, click 'send' to finish. 

                SMS Screen:

Like emails, you can select a template here to increase speed of service and ease of use. Type in the phone number and the message, and click 'send' to finish.

                Letter Screen:

Here, you can select a template, an address, and a body of text to send to someone.

Action - This tool is used to share, print, or delete the SR. You can also change the form that this SR appears under.

               Share Screen:

Once you have selected 'Share' you are given options, such as the method of sharing, whether to attach as a PDF, and the content involved. "Report Content" is simply the contents of the SR, whereas "Free Text" is customisable.

                Print Screen:

The print button automatically downloads the SR as a PDF on your device, allowing you to print it.

                Change Form Screen:

To change the form the SR is recorded under, select the new catalogue and form you want the SR moved to. Once you have done this, you can justify this change in the 'note' textarea, and then click "submit" to save.

                Delete Prompt:

If you want to delete an SR, this prompt will appear, which should prevent unintentional deletions.

Integration - Here, the JSON scripting can be viewed from the SR, as well as having the option to reset the integration.

               View JSON Screen:

Here, you can view and copy the JSON code. This can help with identifying issues with SRs and their integration.

Create - You can create cases, documents and contracts using this tool.

                Case Screen:

Here, you can create a case by selecting the Catalogue and Form. You can also assign an owner and decide what change (if any) occurs with the status of the SR.

                Documents Screen:

Documents also have templates, allowing users to quickly create informative documents. Once a template and layout is configured, and you are satisfied with the content of the document, you can save, and even download, the document.

               Contracts Screen:

After selecting the contract template, you can fill out the contract as normal. Once added, this contract will be tied to the SR.

Remove - If you have added a note or attachment using the "add" tool you wish to delete, you can do so here.

                Remove Attachment Screen:

To remove an attachment, simply chose the attachment you wish to remove, and click "delete".

                Delete Note Screen:

Similarly to the delete attachment screen, simply click on the notes you wish to delete and click 'delete'.

Risk Score - This takes the risk of the customer (if applicable) into account to calculate a risk score. You can recalculate it by clicking the "reset" button.

Service Level Agreements - Any SLAs related to the SR will be shown here.