First Things First
In order to make service requests from the self-service portal, you must have the complete the following prerequisites:
|You must have a portal user account.|
|The account must have equipment records.|
|There must be moment-sets defined for the equipment|
Please note that submitting a service request from the service request submitted from the self-service portal is different than a service request submitted by the end-customer using a mobile device.➘
Seeing it in Action
After giving a user a portal user account, we are ready to see what it will look like to request a service from the self-service portal.
From the self-service portal, select the
+ option located at the bottom of the screen. The application will then redirect to a chat dialog:
Alternatively, if you activated the OCR feature, you can also take a picture of the equipment serial number to initiate the Now chat dialog.Read more QR Codes
Equipment Landing Page
After scanning a equipment QR-code, entering the serial number, or using the OCR feature, the chat dialog will begin.
From there, you can select the
+ icon and see which options are available to you.
Select an Option
Based on the Moment-set we created, the following options will be available to you:
Describe the Problem
Now we can enter more information about the issue we are facing:
When we're finished, we can select the ✔ in the top pane.Moment-Set Management
Provide the Location
Next, we'll enter the location information:
Alternatively, you can select the ¤ option and provide your location using your computer's location.
Now, we just have a few steps before completing the requst.
First, you will need to confirm your email and contact information:
You will then be prompted to double-check the information contained in the service request:
If it looks good, you can then go ahead and select
Confirm & Send.
After you have confirmed and sent the service request, you will the application will display the following:
After a service request has been created in the self-service portal, it can then be released to a technician using the Workforce Management app: