Service Requests: Setup Page Overview Video Guide


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Learning Objectives:

1. Recall what the general settings are on the service requests setup page. 

2. Describe how to create a new service request type and macro.

3. Explain how to add FAQs and articles.

4. Summarize what a Service Level Agreement is and how to enable it.



Video Script

Welcome to the Service Requests: Setup Page Overview. In this video we will review the service request settings and demonstrate how to add service request types, automated responses, and FAQ’s.

To get started, select Setup from the welcome menu. Then, select Service Requests from the main menu. You will now see the service request settings and features. The service requests settings page is divided into five sections: General, Service Request Types, Macros, FAQ's & Knowledge Base, and Service Level Agreement or SLA for short.

In the General settings section, you can perform several actions. You can enable or disable the service request feature for residents, change the name of the service request feature, and add introductory text which displays at the top of the service request page. This text may include guidelines or instructions for submitting service requests. 

You can also enable or disable reminders, enable or disable contacting the board, which allows residents to send the service request directly to the board, and enable or disable closing a service request without adding comments. 

Additionally, you can add priority levels for residents to pick from, enable or disable the permission to enter option on the service request form, enable or disable saving service requests as draft, and enable or disable the ability to search service requests by unit address.

To create or edit service request types, select the Service Request Types Tab. Then, select Add New to create a new service request type. Begin by entering the name of the service request type. To see the list of existing service request types, click View all types. 

Next, add any relevant tags that apply to the service request. This will allow residents to search for service request type more efficiently. If the existing tags are not applicable, select Create New Tag to add a new tag.

After adding the tags, enter an automated response for the service request type. This text will appear after the resident selects the service request type from the drop-down menu. Next, determine if residents can create and submit the service request. For example, if there is a common request that is not the responsibility of building management, like broken appliances, you may wish to create an appliance service request type, add an automated response explaining who should be contacted, and then select No beside Allow Creation of Request. 

Next, determine if the service request type and subject line can be revised. Then, determine if residents can reopen closed service requests for this type. If applicable, specify which team member is responsible for responding to the service request type. For example, you may want to direct a maintenance request to the superintendent as opposed to building management. 

You can also assign specific administrative groups to the service request type. For example, you may want the maintenance user group to see all maintenance requests. Only user groups with the “Can be Assigned Service Requests” permission can be selected. 

Then, enter if the service request requires payment and if applicable, designate the payment amount. You can only add a payment amount if online payment has been setup for your building. Once completed, click Save. You will now see the new service request type on the service request types list.

To revise an existing service request type, select Edit. To delete a service request type, select Delete.

If the service request type requires additional information, you can create and add custom fields. For example, it would be beneficial to know if permits are required for an architectural change request. To create a custom field, select Add New. Then, enter a label for the field and select the service request type the field should be added to.

If applicable, add an explanation in the Tool Tips box. Then, select the appropriate field type and if required, enter the response options. In this example, we want residents to enter a date, so Date & Time is the appropriate choice. 

Next, determine if the field is mandatory and what the requestor permissions are for the field. Once completed, click Save. You will now see the new field in the custom fields list.

The next section on the service requests setup page is Marcos. Here, you can create automated responses that can be used when responding to service requests. To add a new macro select Add New. Next, enter the name of the macro and select the applicable tags to assist with searching. Then, add the automated response in the description field. Once completed, click Save. You will now see the new macro on the service request macro list. Like before, select edit to revise the macro and delete to remove it from the system. 

In the FAQ’s & Knowledge Base section, you can create a series of commonly asked questions and answers that residents can search from before submitting a service request. To use this feature, click the Edit icon beside Knowledge Base Enabled, select Yes from the drop-down menu, and click Save. Then, decide if you want the knowledge base to appear as a separate section on the main menu. 

From there, start creating your knowledge base topics by selecting Add New in the Knowledge Base Topics section. There is no limit on the number of topics you can create. Begin by entering the topic name. Then, add any related tags to assist with searching. Next, decide if the topic should display on the main menu of knowledge base page, meaning residents can see it right away as opposed to searching for it. Once completed, click Save. You will now see the new topic in the knowledge base topics list. 

To add answers to the topics, select Add New in the Articles section. Then, create your article. Begin by adding the articling headline. Next, enter the article content in the Details section. If applicable, upload any relevant attachments you want connected to the article. Then, add the relevant tags to assist with searching, and select the topic the article should be linked to. To review the article, select Preview, to save the draft article, select Save as Draft, and to publish the article on the knowledge base page select Save. You will now see the article in the article list. Revise an article or publish a draft article by selecting the Edit icon. Make your revisions and click Save to publish.

The last section on the service requests setup page is SLA. A service level agreement is a commitment from building management to response to service requests within a certain time frame. Select Edit beside Enable Service Level Agreement to use this feature. Then, select Yes from the SLA enabled drop-down menu and enter the hours of operation. Once completed, click Save. You will then see two default policies: First Response and Resolution Time. Select Edit to set the policy time frame or enable or disable the policy timer. Update the details as needed and click Save.

This concludes the Service Requests: Setup Page Overview. For more information on the service requests feature, please refer to our user guide.

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