Customer Service Management Settings are those attributes and features that are exclusive to a customer. The following Service Management settings can be configured at the global level or at the customer level:
- Locations
- Designate customer office locations, to assign end users to a location.
- Assignment Groups
- Used by all features of Service Management (Ticketing, Asset Management, Change Management, and Knowledge Base).
- Ticketing Categories
- Define categories and sub-categories to record the type of each ticket.
- Contact Sources
- Used by Ticketing to record the contact channel (call, email, walk up).
- Custom Lists (2)
- Allows you to define up to 2 unique lists and record each ticket against these list (for reporting purposes).
- Shippers
- Define shipping information used within the Asset Management module.
- Service Catalog
- You can prescribe a defined list of service catalog items, to be used for creating and managing service requests.
- Asset Categories
- Customer-specific asset category items.
- Asset Models
- Customer-specific asset model items.
- Vendors
- Asset management vendors.
- Depot Facilities
- Used to define customer-specific depot facilities. This can be helpful if you are managing assets stored at a customer’s facility.
