CSM and Request Management assignments best practices
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05-13-2024 02:53 AM - edited 05-13-2024 02:55 AM
Hello folks, I need some good practices for setting up assignments in CSM with Request Management when 1 support team manages everything from Case to Request to Catalog Task.
Customer have CSM, also they have a nice Service Catalog their clients use. All requests and flows very simple, something like "request slack access", or "request teams access". Each RITM has only 1 catalog task. Both RITM and Catalog task goes to L1 team (RITM to handle communication, and SCTASK to actually complete the work).
As a standard behavior, when the customer creates a Request it generates a Case (SC) and then there is a REQ/RITM/SCTASK underneath, linked to this case.
Because their L1 manages all these requests, it seems like we need to assign CS + RITM + SCTASK to the L1 agent, which is quite confusing for the customer why for 1 ticket their agent has to manage 3 tickets (RITM will be closed automatically fortunately if SCTASK closed, however, it's still 3 tickets, and it's still 2 tickets (CS + SCTASK) which needs to be manually closed). For capacity calculation and workload monitoring and reporting it's confusing as well.
Also in Advanced Work Assignment (AWA) agent will be getting 3 tickets as well (so looks like for some tickets like RITM maybe we need to reduce capacity to 0), and sometimes these 3 goes to 3 different agents by AWA rules (if all agents have same amount of capacity, so CS goes to agent #1 , RITM goes to agent #2 , and SCTASK goes to agent #3.
Please share your experience or maybe some best practices on setting up assignments/awa/reporting for companies where the same team doing all: from case to incident to request.
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05-13-2024 05:34 AM
Only assign the ticket that needs to be worked on and automate everything else.
SCtask is assigned to handler. He does what he needs to do and after he is done, the RITM gets closed and the Case gets resolved. Add to the automation that the case, in case of reopening, is assigned back to the same user that handled the SCtask and you're done.
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05-13-2024 07:33 AM
That is what we currently have, but then I realized if RITM is not assigned to anyone, then nobody will reply to the customer if he is posting some questions or following up on the portal. Because these comments go to RITM. So it should be assigned to someone to be responsible for collaboration.
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01-17-2025 02:33 AM
I'm looking to see how people manage SCTASK vs RITM too and have just tested your situation - comments made on the portal by the user are applied to the SCTASK too, at least in my scenario.
Created request using form in portal. Assigned task to named individual. Added customer visible comment in SCTASK, comment visible in portal. Responded to comment in portal and the response was visible in SCTASK (and RITM by standard default)
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05-16-2024 03:28 AM
Any other good ideas? Here is visualisation, want to hear how people doing it in other companies.