Lifecycle of a Service Request

This A/V presentation describes how support reps work on and resolve requests in ServicePRO. It covers workspaces, dispatching and updating requests, using the knowledge base, and some advanced workflow concepts.

View This Video


Document Management

Document management allows you to access and administer all documents attached to the requests that you have access to including editing and encrypting the attachments.

View This Video


Knowledge Management

Knowledge management allows users to add, edit and delete knowledge base articles also called Best Solutions. . All requests have common elements such as workflow, prioritization, options for automatically communicating updates with requesters and other reps, and more.

View This Video


Manage Assets

This feature allows adding, editing and de-activating an asset

View This Video


Manage Products

This feature allows adding, editing and de-activating products

View This Video


What is RBAC?

Role Based Access Control (or RBAC) allows you to restrict access to requests and other information in the system. You can specify who can perform what actions on requests within what queues.

View This Video


Charts

This feature allows you to generate a quick visual overview of how requests are being handled by your service desk.

View This Video


Initiating a Project Request

A process through which a project request is logged in ServicePRO.

View This Video


Business Hours

This feature allows you to set the actual hours that your business is in operation, and only those hours will be used elapsed time calculations for the purposes measuring SLA.

View This Video


Skilled Based Queues

Concept behind creating skilled based queues in ServicePRO

View This Video


User Options

This section allows you to personalize ServicePRO. Among these options are to change your current password, modify font colors in memos, or set up your email accounts to work with ServicePRO.

View This Video


System Options

The section allows you to configure system wide option that will affect all ServicePRO users.

View This Video