Experimenting with ServiceDesk

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Here,you'll experiment with a variety of ServiceDesk capabilities.

Contents

Create a Case

  1. In the Cases tab, click Create Case.
    • This button only appears when the Case List is shown. If you are currently viewing a case, click Return to List under the tabs.
  2. Supply a minimum of case data:
    • Subject - A one-line summary of the case.
    • Description - Add some text to describe the case.
  3. Click [Save].
    The Case is created and is displayed.

You can now work with the case a bit.

  1. Click ---View Detail--- to see the information you entered when you created the case.
  2. Click ---Hide Detail--- to return to the normal view.

Next, notice that you can change the Priority and Status in the Case Banner:

  1. First, change the status to Open.
    The color of the banner changes to reflect the status. (Red for P1, blue for all else.)
  2. Now change the status to Pending
    • Note that the color disappears from the left half of the banner
    • Later, you'll see that the same color arrangements are displayed in the list of cases you get to by clicking Return to List, just under the tabs.

Using the Email Channel

To experiment with the email channel:

  1. If your system is configured to allow cases to be created by email:
    • Send a message to the support email address.
    • The system automatically creates a Contact record for this email address.
  2. Otherwise, use the Agent Console to create a case:
    If you've been Customizing the system, click Back to Agent Console to return.)
  3. In the Contact field:
    • If you do not already have a contact record with your email address, click [Create Contact] to create one.
    • Choose that Contact as the person for whom the case was created.
  4. Click [Save].

Now add a note to the case:

  1. Click Reply or Add a note
    • The note window opens.
    • Notice that the Email option is preselected.
    • You can also add a Private Note, but the default setting is to send the note as an email.
  2. Use the buttons at the top of the Note window to
  3. Take a look at the Quick Text options:
    • Clicking one of those inserts the text into the note
    • You can also create new Quick Text entries and manage the existing ones.
      Learn more: Quick Text Responses
  4. You can attach a file, if you need to, and you can clicking [Add Recipient] to copy others on the Case note.
    • When you click that button, you can specify an arbitrary email address.
    • The recipients you automatically become "followers" of the case.
    • They are copied on all important developments, unless they choose to "unfollow" it.
  5. Click [Submit] to save the note and send the email
  6. Check your email for the note.
  7. Respond to the note.
  8. Go back to the case to see that your response has been added to the Case history.

Using the Service Portal

To experiment with the support channel:

  1. In the Contacts object, create a fake contact with your email address.
  2. Invite the contact to the support portal.
  3. Open the invitation email to get the portal login URL.
  4. In a different browser, go to that address
    For example, if you are using FireFox to access the portal as a case agent, then use Chrome or some other browser to access the portal as a "Customer contact". (Each browser maintains a cookie with your identity. You can't access the system from the same browser with two different identities, unless you log out of one and then log into another.)
  5. Create a case in the support portal.
    (This is the experience your customers will have.)
  6. Go back to your original browser to work with the case.
  7. Use email and the support portal to experiment with the customer experience.
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