Service Request and Call Intake

Recording what a customer wants done, against the place, product and contact it concerns. The request is FSM 6's demand record: everything downstream, from tasks and parts to entitlement and billing, hangs off it. The Request screen is reached from the Service menu and is the single most customised screen in a typical FSM 6 estate.

An alternative, scripted path through request entry, launched with the Wizard button on the Request screen. It walks a call taker through place, product, problem and appointment in a fixed order and is the most common place customers have invested in FSM workflow authoring.

Deciding, at the moment work is requested, what the customer is entitled to and who pays. FSM 6 resolves this by applying contracts and warranty coverage to the request and its units, which then sets pricing, response commitments and billing treatment for everything downstream.

Deflecting or shortening a service call by matching the request against a knowledge base, or by running a scripted diagnostic. Solutions match on keywords in the request; Intelligent Question and Answer walks the agent through a question tree to a decided action.

Turning a change on a request into something a person sees. FSM 6 writes request events from business rules, then notification rules turn selected events into messages. Alerts are the in-client version, a popup raised from request information.

Attaching a promise to the work. FSM 6 generates time commitments against requests and request units from business rules, and those commitments are what response and restoration performance is measured against.

Asking the customer how the service went, and storing the answers against the work. FSM 6 ships a survey framework of questions, answers and results that is usually triggered on request or task completion.