カスタマーの代わりにリクエストを作成する

In Customer Service Management, requests can be raised by your customers or by your support agents on behalf of customers. No matter how a request is raised, it becomes a work item in a space for your team to action.

Raise a request from your Customer Service Management space

1. In the top navigation, select Create.

2. Select a Customer Service Management Space, then select the appropriate Work type.

3. Add any relevant Attachments (optional), and enter a Summary and Description.

4. In the Reporter field, enter the customer’s name or email address.

5. Fill in any other required fields.

6. [作成] を選択します。

Requests raised from your Customer Service Management space won’t be visible to customers on the support website under My requests.

Raise a request so that customers can see it on the support website

For a customer to be able to see a request under My requests on the support website, it needs to be raised from one of the external channels that belong to the same customer experience. Read more about channels in Customer Service Management.

Once you’ve raised the request, replace your name in the Reporter field with the customer’s name or email address.