Difference between revisions of "About ServiceDesk"
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The [[ServiceDesk]] is a [[Case Management application]] that is automatically included in your {{EnterpriseBrand}} account. | The [[ServiceDesk]] is a [[Dynamic Case Management application]] that is automatically included in your {{EnterpriseBrand}} account. Once you get started, you can create other kinds of applications. But many companies--and even many departments--find that the ServiceDesk application fills most of their needs. | ||
Your internal ''agents'' can use ServiceDesk to manage incoming ''cases''. You can also have managers, administrators, and other roles | Your internal ''agents'' can use ServiceDesk to manage incoming ''cases''. You can also have managers, administrators, and other roles that have additional privileges. | ||
ServiceDesk | ServiceDesk comes with a built-in [[Service Portal]] that external users can use to create and track cases. In addition, the Service Portal can support a [[Community]] and a [[Knowledge Base]]. You can also create cases and communicate about them via other [[Channels]], as well--including Email, Twitter, and Facebook. | ||
To get started, you create an {{EnterpriseBrand}} account. That account (or ''tenancy'') gives you the ServiceDesk application, which can be customized to meet your needs by managers and admins. It also gives you the ability to create additional applications, all of which can share data easily. | |||
For customers, you can have individuals ([[Contacts]]) or other organizations ([[Accounts]] of your own) that you service--where each such account has one or more contacts associated with it. So if a case comes from Frank at ABC Co, you can associate with the contact Frank and the account ABC. (Frank, meanwhile, is associated with that account, as well.) | |||
Branding applied to the ServiceDesk [[Service Portal]] applies to all applications running in the {{EnterpriseBrand}} account. | {{Note|Branding applied to the ServiceDesk [[Service Portal]] applies to all applications running in the {{EnterpriseBrand}} account.}} | ||
:''Learn more:'' | :''Learn more:'' | ||
Revision as of 00:11, 23 January 2014
The ServiceDesk is a Dynamic Case Management application that is automatically included in your AgileApps Cloud platform account. Once you get started, you can create other kinds of applications. But many companies--and even many departments--find that the ServiceDesk application fills most of their needs.
Your internal agents can use ServiceDesk to manage incoming cases. You can also have managers, administrators, and other roles that have additional privileges.
ServiceDesk comes with a built-in Service Portal that external users can use to create and track cases. In addition, the Service Portal can support a Community and a Knowledge Base. You can also create cases and communicate about them via other Channels, as well--including Email, Twitter, and Facebook.
To get started, you create an AgileApps Cloud platform account. That account (or tenancy) gives you the ServiceDesk application, which can be customized to meet your needs by managers and admins. It also gives you the ability to create additional applications, all of which can share data easily.
For customers, you can have individuals (Contacts) or other organizations (Accounts of your own) that you service--where each such account has one or more contacts associated with it. So if a case comes from Frank at ABC Co, you can associate with the contact Frank and the account ABC. (Frank, meanwhile, is associated with that account, as well.)
Note: Branding applied to the ServiceDesk Service Portal applies to all applications running in the AgileApps Cloud platform account.
- Learn more: