Customer service agents can create requests on behalf of customers from CSM Configurable Workspace or from the platform interface.

Before you begin

Role required: sn_customerservice_agent, sn_customerservice.consumer_agent

About this task

Customer service agents can browse the catalog and make a selection to create a request on behalf of a customer.
  • From CSM Configurable Workspace, agents can create requests from case and interaction records.
  • From the platform interface, agents can create requests from case records.

Procedure

  1. Open a customer service case.
  2. To create a request, do one of the following.
    • CSM Configurable Workspace: Click the More UI Actions icon (More UI Actions icon.) and select Create Request.
    • Platform interface: Click the form context menu icon and select Create Request.
  3. Select an item or a service from the catalog to display the item page.
  4. (Optional) Select the quantity.
  5. To complete the request, do one of the following.
    InterfaceAction
    CSM Configurable Workspace
    Complete these steps:
    1. Click Order Now.
    2. Add or change the information in these fields on the Order Confirmation pop-up window: Request for, Delivery information, Special instructions.
    3. Click Checkout.

    The system creates the request and displays the request number. Click View Details to open the request record.
    Platform interface Click Order Now.

    The system creates the request and displays the request number. An information message provides a link to the case associated with the request.
  6. From the Case form, click the Requests related list to see the requests associated with the case.