View source for Best Practices for Using ServiceDesk

Use the tips on this page to use your {{HD}} solution in the most advantageous ways.
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===Setting Up a B2B System===
: For a business-to-business system, you'll typically:
::* Have an Account record for each organization you serve, and Contact records for the individuals in those organizations.
::* Set up an Email channel so that Customers can use email to create a new case, but only if their email address matches an existing Contact record
::* Set up your [[Support Portal]] so that only registered users can access it, so your knowledge base and community support channels are available only to your customers.

===Setting Up a B2C System===
: For a business that sells product to consumers--especially one that sells through indirect retail channels, rather than through direct contact, you'll typically:
::* Maintain Contact records for people that file cases or use your Support Portal. (Except in rare cases, you won't have [[Account]] records.)
::* Disable new case creation in the Email channel, to minimize the effect of spam.
::* Allow anonymous users to access your [[Support Portal]], along with your knowledge base and community support channels.
::* Depending on the size and activity of the anonymous-user base, you may or may not allow anonymous users to create new cases in the Support Portal.

===Use Case Status to Manage Workflow===
: You're free to use Case Status settings in any way you like. You can even __KB: modify the List of Case Status Values__. But the strategy outlined here is recommended, especially if this is your first encounter with a {{HD}} management system.

::[[File:StatusTransitions.png]]

: Here is the way the status transitions are expected to work:
:# When customer files a case, it's status is automatically set to '''New'''.
:#:
:# When a Case Agent claims a case, or a Case Manager assigns it, or an automated [[Rule]] causes it to be assigned, the status of the case is automatically changed to '''Open'''.
:#:
:# When the customer is asked for more information (in an email, for example), the Case Agent changes the status to '''Pending'''.
:#: This step is especially important when __KB: Service Level Agreements__ are in place, because there can be monetary penalties if a problem is not resolved in time. So it is important to halt the clock when additional information is needed from the customer--in effect, calling a "time out".
:#:: '''Note:'''<br>A Case should ''not'' be placed into Pending status when waiting on information from a co-worker, or from some 3rd-party supplier because, from the customer perspective, the clock is still running.
:#:
:# At times, the customer will indicate that the problem has been fixed. At that point, the case can be immediately '''Closed'''.
:#: When a case is closed, no survey is sent out. That's reasonable action to take here, because the customer has already responded.
:#: As an alternative, however, the case could be marked '''Resolved'', which causes a satisfaction survey to be sent to the customer.  
:#:
:# When the customer supplies the required information, the Case Agent changes the status back to '''Open'''.
:#:
:# When the customer's issue appears seems to be handled, the Case Agent changes the status to '''Resolved'''.
:#: This status is in effect a ''tentative'' closure, asking for confirmation from the customer.
:#: To get that confirmation, system rules cause a Satisfaction Survey to be sent whenever a Case is resolved. 
:#:
:# If it turns out that customer is not satisfied, the status automatically changes to '''Reopened'''.
:#:
:# The status changes to '''Closed''' when:
:#: a. The customer indicates that they are satisfied, at which point the Case Agent makes the change.
:#: b. A [[Timer Rule]] automatically closes the case after several days have passed without a response from the customer.
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