The Customer Self-Service Experience

Source: This article refers to The Customer Self-Service Experience
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Seeing it in Action

After setting up the portal, we are now ready to see what it looks like from the end-customer's perspective.

Let's scan an item and see what it looks like.





Alternatively, if you activated the OCR feature, you can also take a picture of the equipment serial number to initiate the Now chat dialog.

QR-Code Scan
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Equipment Landing Page

After scanning a equipment QR-code, you will be directed to the equipment landing page.




From there, you can select the + icon to create a new service request.

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Select an Option

Based on the Moment-set we created, we will see the following options:



In this case, we selected the What Time Works Best for You option. This is the name we've given for our Request a Service moment. We will then be prompted to answer whether or not the device is still operational.



We will then be prompted to select the type of response that best fits the situation:



And then we will select the type of problem we are facing:



Read more Moment-Set Management
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Describe the Problem

Now we can enter more information about the issue we are facing:



When we're finished, we can select the Save option in the top pane.

Moment-Set Management
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Provide the Location

Next, we'll enter the location information:



Alternatively, you can select the ¤ option and provide your location using your phone's location service settings.

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Selecting a Time

Next, we'll select from an available time slot:



And then we can view the contact information:



And if necessary, edit before confirming and sending



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Request Completed

After confirming the request and selecting send, the request will then receive a new status: Planned if there are technicians with technicians with matching timeslots and availability.



As the technician travels out to the location, starts and then finishes work, the issue status will be updated.

Read more Workflow Assignments
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Request Summay

You can then view the request summary by clicking on the request record:



As the technician travels out to the location, starts and then finishes work, the issue status will be updated. You will even be able to view the ETA when the status changes to Travel:



Read more Workflow Assignments
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What's Next

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:



Read More Workforce Management
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