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Best Practices - Service Design

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Suggested Solutions

  • Make sure to add a relevant title and category so that the article will be indexed properly for search results.
  • Adding more keywords will improve search indexing for the article.
  • Any additional information other than resolution steps can be added as an attachment.
  • Use the Attachment feature to attach patch files or diagrams to help the Support Rep resolve the problem
  • When entering the resolution to the problem, make sure that you break it down into steps or bullet points to ensure that the instructions are clear.

Custom Fields/Object Designer

  • Make use of the Required and Validation properties to ensure that correct data is entered into the field.
  • Custom fields created for service requests can be included when designing queries so be sure to give input fields a relevant name
  • An End User may not see all custom fields under a tab because the required “View” and/or “Update” Roles are configured separately for each field. Visibility restrictions can be applied at the tab level also.
  • It is very important to back up the ServicePRO database before you create, edit or delete custom fields.
  • A Custom Object Type can be copied from one environment to another by saving the xml and importing it into the destination environment.
  • The maximum size of the image file to be used in Object designer is 20 KB.
  • You can include a hyperlink in a Custom Object by using the hyperlink field and make it View only
  • Create and organize memo templates in specific subject related folders rather than having all memo template at root level.

Project Templates Designer

  • Project Designer role must be given to create templates.
  • Within a Project Template, Event conditions must be properly set in order for your child tasks to initiate.
  • Grouping child events into folders will ease up viewing and categorizing complex project hierarchy
  • You may set memos to automatically populate when closing the parent request while child requests are still open.