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Version: 6.18

Request handling processes

Request handling​

Requests are general customer concerns that should be handled in a leaner process.

This process comprises two steps:

  1. Request processing
    • Categorisation of the request and linking to customer resources
    • If necessary, splitting the request into several processes if it concerns several topics that require different processing times or different processing steps
    • If necessary, merging the enquiry with other enquiries that concern the same topic
    • Creating tasks that must be completed to process the enquiry
    • Forwarding the enquiry to colleagues
  2. Approval
    • Requesting approval if costs are incurred in the course of processing the enquiry, such as credits to the customer
Activities in the request process

The following activities are available regardless of the status of the process:

  • Accept request: Opens a form with a table of costs. Enter the amount, select the category and cost centre, and enter a comment for the approver. The request is moved to the approval process and the approvers defined in the system receive an email requesting approval.
  • Create task: Opens a form for creating a new task. Tasks are used to track individual steps required to process the request. They can be assigned to different processors. The task is automatically linked to the request.
  • Set on hold: Opens a form in which you can select the date on which the follow-up should automatically end. Alternatively, you can select a time period. The process is moved to the follow-up and automatically returns to the active process when either the follow-up date is reached, an email has been received for the process, or the contact has written a comment in the portal. You can also manually remove the process from the follow-up at any time.
  • Email has been read: Removes the email overlay that appears when an email is received for the request.
  • Customer comment (portal) read: Removes the comment overlay that appears when a customer writes a comment on the request in the portal.
  • Split cases: Opens a form in which you can derive another request from the request, which is processed in a separate process. This is automatically linked to the current request and can be processed and completed independently of it. Enter a subject and a comment, and decide whether the history from the current request should be transferred.
  • Join requests: Opens a detail search where you can select other requests that are linked to the current request as subordinate tasks and are automatically discarded. Then click on the Merge tasks in a request activity and select the current request in the search.
  • Discard request: Opens a form for discarding the request. Here you can select why the request is being discarded, enter a comment and decide whether the contact should be automatically informed. If you write a comment, it will be saved in the request's activity history

The following general activities are available depending on the status of the process:

View Requests | New

  • Accept request: Opens a form in which the request is categorised. You can select the type of request and set the priority. You can also select items in the form of products or services from the resource pool if required.

View Requests | Active

  • Accept request: Opens a form in which the request is categorised. You can select the type of request and set the priority. You can also select items in the form of products or services from the resource pool if required.
  • Handover back: Opens a form where you can enter a comment to return the process to the original processor.
  • Handover to: Opens a form where you can select whether the process should be transferred to a specific processor or to another team. Enter a comment for the person or team to whom you are transferring the process.
  • Resubmit for approval: Available if the approver has not granted approval. Opens a form where you can review the costs again and write a new comment. The request is moved back into the approval process and the approvers receive another email requesting approval.
  • Close request: Opens a form where you can enter a closing comment and decide whether the customer should be notified automatically. If there are tasks associated with the request, you can also close them directly via the table.

View Request | forwarded

  • Handover back: Opens a form where you can enter a comment to return the process to the original processor.

View In approval

  • Approve: Click on this activity if you wish to grant the requested approval. This will be noted accordingly in the process.
  • No approval: Click on this activity if you do not wish to grant the requested approval. This will be noted accordingly in the process.

View On hold

  • Follow up: Moves the transaction back to the active process so that it can be further processed.