NEXGEN Version 12 New Feature Webinar (Part 2: Service Request Enhancements)

NEXGEN Version 12 New Feature Webinar (Part 2: Service Request Enhancements)

Webinar Recording


Webinar Summary

The second webinar going over NEXGEN v12 was all about changes that happened with service requests. See below for a list of those items.

Create Service Requests Using a Location, Coordinates, or Asset

Previously, service requests could only be created using an address. We've added the ability to create service requests via asset location, coordinates, or asset to make handling your maintenance workflow much easier. You can also configure your settings in Company Options to default to one of these types when creating a new service request, or search or filter for service requests using any of these new parameters in the Service Request module.

Additional 311 Customization

Further customize your 311 portals by changing label captions and resetting passwords right from your 311 portal settings.

Improved Communication Features for Service Request Customers

You can now create service request response templates to improve communication with requestors via the Lookups module in NEXGEN. These can be tagged to specific SR types, statuses, and departments so they are sent based on preset conditions. These templates will also be listed under their respective SR statuses in Lookups so you can easily see what templates you already have.

In addition to this, you can create SR Resolutions in Lookups for use in the Resolution to Customer field on a service request. These custom resolution codes selected from a drop-down for the Resolution field within service requests. In addition, SR resolution codes and descriptions can be used as merge fields within a SR response template to provide additional information when crafting SR Responses.

Also, in the Requestor zone of a service request record, you can contact a requestor through email or SMS to manually provide updates about their service request. This was added in addition to an Internal and External tab on the Activity Feed, so that you know what communication is happening both within the organization and out.

Questions or Feedback?

If you need additional help with the topics covered during this webinar, feel free to check out our Knowledge Base or email support@nexgenam.com.


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