The Requests and Help Desk feature is designed to help you
more efficiently manage requests and improve customer and member satisfaction.
As you will quickly discover, the Portal Prodigy Requests and Help Desk
feature’s flexibility makes it applicable for a wide variety of applications.
The Portal Prodigy Requests and Help Desk feature provides a complete request
management system for capturing, processing and managing a variety of
interactions including general information requests, warranty claims,
maintenance service requests, maintenance and support contracts, product information
requests, project requests, requests for quotes, consulting requests, training
requests, resource requests, research requests, event planning, questions and
assistance with problems and more.
The Requests and Help Desk feature integrates with Work
Order Management so you can create cost estimates, capture customer approval,
and bill for services. Services can be priced based on hourly rates or flat
fees. The system can be used both to
automatically log time and manually enter time and produce invoices for
billable services. Work Orders can
include both services and products. Work
Orders fully integrate with the Product Catalog, Inventory Management, Order
Management, Fulfillment and Payment Processing features. For additional information about Work Orders
see the Chapter titled Work Order and Time Billing Features in Detail in the
PortalProdigy Administration Manual..
All Request information can be indexed and made searchable
as part of your organizations Help Desk knowledgebase. Requests and Help Desk integrates with
Document and Resource Management so you can attach documents and other file types
to Requests. Requests and Help Desk also
integrates with Task Management so you can assign tasks, track activities, and
track both billable and non-billable time.
Independent of Work Orders, Requests and Help Desk
integrates with Item and Order Management and the Shopping Cart to provide a
complete transaction management solution for capturing RFQs (requests for
quotes), bid requests, and customized order requests. Customers can add Items
without pricing from the Product Catalog to their Shopping Cart. Upon checkout the customer is then presented
with a Request form for capturing whatever information you require. These Requests can later be priced and
converted to Quotes. An automated email notification can be sent to the
customer notifying them that their price quotes is ready and include a link
back to your website where the customer can place an order for the quoted items
and complete the required payment process. Once approved the Quote is
automatically converted to an Order and placed in the queue for fulfillment.
Request Types are
used to classify requests. Each Request
Type has its own custom form and configuration options. The number of possible request types is
virtually unlimited. So, it’s up to you to find creative ways to provide paid
and/or unpaid access to the many benefits offered by the Requests feature.
For each Request Type you create a customized form for
collecting information. Forms are created using Form Builder. Form Builder allows you to define each of the
information (data fields) that you want to collect. Form Builder is very
flexible, allowing you to define fields of a variety of data types including:
- List box selections
- Radio button selections
- Check box selections
- PortalProdigy Fields
Form Builder allows you to include PortalProdigy fields such
as contact name, company name, addresses, phone numbers and other information
such as product codes, product names, etc. The values entered into
PortalProdigy fields can be used to locate products, search for and link to
existing contact and company records, and create and link to new contact and
Form Builder also supports sub-forms which are grid sections
containing columns and rows (spreadsheet style). This is useful for capturing information
for multiple items on a single form such as products.
The Requests and Help Desk feature also provides everything
needed to manage the submitted requests including automated email
notifications, task assignment, tracking of billable time, creation of contact
records, creation of work orders, and integration with PortalProdigy’s other
features. It supports both a self
service model and an operator/administrator entry model. The self service model provides users with
online entry of requests along with the ability to view the status of their
requests, submit documents and files, approve work orders, search your help
desk knowledgebase, and more. The
operator/administrator model permits operators and administrative users to
enter requests received by phone or other means and to manage all aspects of
the requests. You can even define and
display operator scripts to instruct the operator what to say while on the
phone with the customer.
Various Feature Components of PortalProdigy utilize Request
Types for special purposes. The Sales
& Opportunity feature component utilizes Request Types to define Opportunity
forms which are managed directly using Opportunity Management rather than
Request Management. The Shopping Feature
Component utilizes Request Types to define RFQ forms and Bid forms for
products. Each of these special purposes
is described in the Special Situations sub-chapter of this Chapter.
Requests and Help Desk feature
Self service customer request entry screen – used
by customers/members to initiate requests and report problems.
Self service customer request status reporting
screen – used by customers to check status of requests and work being
performed, and to provide additional information.
Administrative help desk request entry screen –
streamlined for quick input of requests and initial troubleshooting by help
desk (support) staff.
Administrator (help desk support operators)
scripts – provide instructions and scripts for client interaction, applicable
to specified type of request.
Definable data elements (questions and input
values) for Request entry forms for both Customers and Administrators.
Help Desk Knowledgebase – provide access to
prior requests and descriptions of resolutions via keyword search.
Track billable time and non-billable time.
Create Work Orders for authorizing and tracking
Support service (maintenance and support)
agreements as blanket Work Orders covering costs for specific request types and
Automated time entry and manual time entry.
Assign tasks to staff based on requests.
Assign separate rates permissible by task type
Assign default rates to each customer.
Billable time approval process that allows
manual adjustments by permissible staff.
Print customer invoices for billable time.
Ability to include Products on invoices for
Scheduled recurring billing for service
Define project schemas as hierarchal description
of design or expected output (such as feature components, fields, options, and
Copy Schema Template option – copies
pre-existing project schema definition to new project.
Define project deliverables with estimated and
Attach documents to requests and projects.
Define project milestones with estimated and
Send automated email notification with link to
request to customer (requestor) when new requests are entered.
Send automated email notification with link to
request to members of specified group or individual when new requests are
entered by customers.
Option to send automated email notification to
requestors with solution or as notification that request has been completed and
link to request in customer request status page.
Quick view of customer request history available
from Administrative Help Desk.
Copy Tasks option – timesaver to copy Tasks such
as standardized milestone tasks, deliverable tasks and document requirement
tasks (without dates and time log entries) from a template into a new Request.
View tasks and project by vendor, staff, and
hierarchal structure (timeline/dependency order).
Quick payment entry from Administrative Help
Desk for billable requests not covered by a service agreement.
Integrates with Product Catalog and Shopping
Cart to create automated RFQs (Request for Quotes) and Requests for Bids.
Provides ability to price an RFQ and
automatically convert to an Order
Provides ability to define Opportunity Types
used by Sales and Opportunity Management.