Hi folks,
My apologies if this is the wrong forum; I'm happy to be pushed to another if so.
We're building out our self-service capabilities using Employee Center while refactoring our Incident and Request Catalog. We are looking to use "Interactions" for incidents that come in via email, phone calls, chats, and for requests that don't have a structure request built yet.
The default channel for incidents and items that don't have a catalog item in employee center is "Self Service." It was suggested to us that this is out of the box and it was recommended that we keep it this way. Perhaps I'm struggling with the term self service for something that clearly requires an interaction, so I'm hoping someone here can explain this to me.
- What is the value in grouping submissions from the Employee Center that require interactions as Self Service?
- Why wouldn't we have this as a separate channel (such as "Portal Inquiry) to easily distinguish it from a service request or incident that didn't require an interaction.
Thanks,
Adam
