Submitting a service request in Call Center

  1. Select Customer Service > Call Center.
  2. On the Location tab, in the fields under Location, specify the location of the issue being reported.
    To quickly enter an address, type a partial address and press ENTER. A list of any matching addresses is displayed on the Address Search Results tab on the right.
  3. Select the correct address from the list of matching addresses in the Address Search Results grid.
    This information is shown after a valid address has been selected:
    • The Map/Script panel shows the address on a map.
    • The Jobs List tab shows a list of all service requests and work orders within a set radius of the selected location.
    • The Property History grid shows a list of all past service requests at the address.
  4. Specify contact information for the request.
    1. If the caller is the primary contact at this address, click Populate from Address.
    2. If the caller isn't the primary contact, type part of the contact's name and press ENTER. Infor Public Sector searches for matching contacts. If just one is found, Infor Public Sector enters that contact's information into the fields. If there are zero matches or more than one match, Infor Public Sector shows a list of matching contacts.
    3. If the correct caller is displayed, select the contact. If the correct contact is not displayed, click Add to add the new contact. This switches the form to the Contact Validation dialog box. Enter the caller's information and a new contact will be created.
  5. Select the Problem tab.
  6. Read through the script and enter the caller's responses.
    As you read through the script, the caller will provide relevant answers that lead to the next question. For example, the first line of the script might be, "Is the issue related to water, sewer, or streets?" If the answer is "Streets," then the next questions will only be related to streets.

    The script continues until an endpoint is reached. Infor Public Sector then enters a service request type in the Request Type field based on the caller's answers.

    If the specified request type has a default priority or responsibility, these values are displayed in the Priority and Resp fields.

  7. Optionally, after the request type is displayed, ask the caller to indicate the severity of this problem and its perceived impact. Select the correct severity and impact codes from the Impact and Severity list boxes.
  8. Enter any other information that the caller provides in the Customer Comments field.
  9. Click Save.