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Former Member
May 10, 2010 at 05:17 AM

Service ticket process caters to multiple product scenario ?


Hi All,

We have an existing business process where in we use IC service ticket to trouble shoot customers problems.

The process is

a) Agent confirms the customer

b) Agent registers the product or confirms the registered product.

c) Agent creates the service ticket

When a customer calls in with issues for multiple products then agent has to create multiple service tickets and customer has to remember multiple tickt ids in order to follow up.

This leads to a bad customer experience.

So is there any way we can have multiple products in service ticket? So that agent gives one single ticket id to customer and also agent maintains one single ST to track.

We thought of using complaints,but its too risky for us to change the entire business process at this time.

If we use service order then also the same since IC service order UI is same as IC ST ui,.

Apart from customization is there any OOTB way to deal this use case ?