Self Service Portal Settings (Partitioned)
Using the Self Service Portal Settings (Partitioned) option, you can assign default call templates, Customer Chase/Escalation, and configure the Chat Queue.
Using the Self Service Portal Settings (Partitioned) option, you can select a call template, as defined in Call Template Administration, for registering for access to the Self Service Portal. This is partitioned so you will be specifying the partition when assigning the call template. You can also set up your chat queues.
Any IPK workflow rules picked up while a call is being logged will override the recipient Analyst/group specified on the call template that you have attached here.
Registration Call Template
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand Self Service Portal.
Select Self Service Portal Settings (Partitioned) to open the window.
Select the Partition for which you want to assign a call template using the drop-down arrow in the Partition list in the top right corner of the window if appropriate.
Complete the details.
Registration Call Template - Select a call template you want to assign for Users who are registering for Self Service portal access through the portal
The call template selected will determine the IPK group/s to which the User’s registration details will be forwarded unless the call triggers other IPK workflow rules.
Select to save the changes.
Provide the Change Reasons if prompted to do so.
Call/Request Chase
Call/Request Chase for Users
Implementing call/request chase functionality is an essential aspect of IT Service Management (ITSM) as it aligns with both ITIL best practices and the broader goals of effective ITSM by ensuring that user requests or incidents are resolved in a timely manner. It offers several benefits, including:
Enhanced Customer Satisfaction: Proactively chasing calls helps in reducing resolution times, significantly improving user satisfaction.
Improved Communication: It ensures that users are kept informed about the status of their requests or incidents, fostering trust and transparency.
Increased Efficiency: Regular follow-up on open requests can help in identifying bottlenecks and streamlining processes.
In the context of ITIL (Information Technology Infrastructure Library) and ITSM, a call/request chase mechanism is a key component of the incident management and request fulfillment processes. ITIL emphasizes the importance of managing incidents efficiently and effectively, and part of this is ensuring that they do not stagnate. By incorporating a structured approach to chasing calls, organizations can:
Maintain alignment with the ITIL principle of continual improvement by analyzing chase data to identify areas for process enhancement.
Ensure that service level agreements (SLAs) are met, as proactive chasing can prevent breaches.
What to Avoid When Configuring Call/Request Chase
While setting up a call/request chase feature, certain pitfalls should be avoided to ensure it delivers its intended benefits without unintended consequences:
Overcommunication: Bombarding users or escalation recipients with too many updates can be counterproductive. Balance is key.
Allowing too many chases before escalating the call: While the process is meant to improve your users experience, the opposite will occur if the chase parameters do not eventually result in some action.
Ignoring customer inquiries can lead to several negative impacts on your business, including:
Decreased Customer Satisfaction: Ignoring customer inquiries can significantly reduce customer satisfaction levels. Customers who feel neglected are less likely to return or recommend your services to others.
Damaged Reputation: Word of mouth is powerful, and unhappy customers are more likely to share their negative experiences. Ignoring customer inquiries can tarnish your reputation and deter potential customers.
Lost Revenue: Dissatisfied customers may choose to take their business elsewhere, leading to lost revenue. Additionally, acquiring new customers is often more expensive than retaining existing ones, making it financially beneficial to address customer inquiries promptly.
Operational Inefficiencies: Failing to address customer inquiries can lead to operational inefficiencies. For example, unresolved issues may resurface, requiring more resources to handle in the future.
Legal Implications: In some industries, ignoring customer inquiries, especially those related to service issues or billing, can have legal implications. Ensuring that customer inquiries are addressed in a timely manner can help avoid legal challenges.
Addressing customer inquiries promptly and effectively is crucial for maintaining high levels of customer satisfaction, protecting your reputation, and ensuring the long-term success of your business.
Overall, when correctly configured and executed, a call/request chase functionality can significantly contribute to the effectiveness of an ITSM strategy, aligning with ITIL best practices and enhancing the overall service experience.
Configuring Call Chase
Outside of the configured SLAs, Users (and Organizations) can identify and prioritize the Calls that are most important for them.
Before You Start
For User's to be able to use Call Chase, you must also grant access to Call Chase in the user's Self Service Portal Security Role.
To Configure Call Chase, you must have Self Service Portal Setup enabled in your General Access Security Role.
Customer Chase - Select this to enable Customer Chase for the portals in this partition.
Set Call Status to - Enable this to set a call status for Chased Calls. The options in the list correspond to the option configured in IPK Settings>Call Status.
Consider creating a new status specifically for calls that have been Chased. e.g., "Customer Chased"
Min. Minutes - This is a value that specifies the minimum amount of time between chases. For example, if it is set to 60, the user will need to wait at least 60 minutes before they will be able to chase again.
Max. Chases - This is the maximum number of times a user can Chase a call.
Best Practice: Set this value a little lower, rather than higher, to avoid frustrating your users and to ensure calls do not languish.
Escalation Call - You can have the system automatically create an escalation call and forward to selected recipients(s) once the maximum number of chases has been reached. If after the maximum chases has been exhausted, you want another call logged and linked to the users call, select this option and then specify the Call Template to use.
Consider creating a Call Template for Escalated Calls through Chase for easier management.
If you have selected Escalation Call, the Recipients button is enabled. Select the Recipients for the escalation email notifications.
Configuring Request Chase
Outside of the configured SLAs, Users (and Organizations) can identify and prioritize the Requests that are most important for them.
Before You Start
For User's to be able to use Request Chase, you must also grant access to Request Chase in the user's Self Service Portal Security Role.
To Configure Request Chase, you must have Self Service Portal Setup enabled in your General Access Security Role.
Customer Chase - Select this to enable Customer Chase for the portals in this partition.
Set Request Status to - Enable this to set a Request status for Chased Requests. The options in the list correspond to the option configured in Workflow Settings>Request Completion Status.
Consider creating a new status specifically for Requests that have been Chased. e.g., "Customer Chased"
Min. Minutes - This is a value that specifies the minimum amount of time between chases. For example, if it is set to 60, the user will need to wait at least 60 minutes before they will be able to chase again.
Max. Chases - This is the maximum number of times a user can Chase a request.
Best Practice: Set this value a little lower, rather than higher, to avoid frustrating your users and to ensure requests do not languish.
Escalation Call - You can have the system automatically create an escalation call (IPK) and forward to selected recipients(s) once the maximum number of chases has been reached. If after the maximum chases has been exhausted, you want a call logged and linked to the users request, select this option and then specify the Call Template to use.
Consider creating a Call Template for Escalated Calls through Chase for easier management.
If you have selected Escalation Call, the Recipients button is enabled. Select the Recipients for the escalation email notifications.
Chat Queue Setup
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand Self Service Portal.
Select Self Service Portal Settings (Partitioned) to open the window.
Scroll down to the Chat Queue Setup section if necessary.
Complete the details.
Partition
Select the partition for which you want to enable Chat
Enabled
Select the checkbox to enable Chat for the partition
Call Templates
Use the drop down list to select the call template to be used when a call is logged through Chat. You must select a call template for each partition.
The call template selected will determine the IPK group/s to which the User’s registration details will be forwarded unless the call triggers other IPK workflow rules.
Assign the chat analysts to the queue. Select from the options, and then select the entry/entries you want to add to the chat queue from the left hand list and select Add to add them to the right hand list.
Analyst
Select the analyst(s). If analysts have already been assigned Chat Analyst permissions in the Options tab of their IPK Management security role, they will appear in blue. They cannot participate in a chat without this permission.
Groups
Select the IPK groups that you want to participate in Chat.
Each analyst must have Chat Analyst selected in the Options tab of their IPK Management security role to participate in a chat, even if they are part of a selected group.
Analysts by Groups
Select to display all the analysts categorized by the group to which they belong. An analyst who belongs to more than one group will be displayed in every group to which they belong. To view a list of analysts in a group, click + next to the group name. In this view, you can select either an analyst or a group to participate in the chat.
Each analyst must have Chat Analyst selected in the Options tab of their IPK Management security role to participate in a chat, even if they are part of a selected group.
Select to save the changes.
Provide the Change Reasons if prompted to do so.
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