Fieldcode Manual
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About the Process and More section
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In the Process and More section you can mainly configure projects, configure useful templates, customize the Customer Portal experience for your end users, define applicable SLA Profile Settings, define individual default ticket durations, and draft lists, and also configure Value Sets.
What can be configured under Projects?
- You can create one or more different projects that are treated differently inside Work place
- You can assign different workflows for different projects
- You can pick from where tickets are allowed to come
- You can adjust project details
- You can adjust data security settings per project
- You can define project rules
What can be configured under Lists?
- You can add and delete lists
- You can add lists via Excel upload
- Lists make it easy to load bulk data into the system at once
What can be configured under Customer Portal?
- You can create different Customer Portal Profiles and assign them to different projects
- You can customize the Customer Portal experience for your end users
- You can customize the Appointment booking options inside for end users to suit your operational requirements
What can be configured under Templates?
- You create email templates which can be re-used for communications via Work place
- You can create ticket info templates that can re-used for communications via Work place
- You can add aliases to your templates, that auto-fill in relevant data for you to avoid manual tasks
- Templates and Aliases can simplify complex processes
What can be configured under Ticket Duration?
- You can change the default ticket duration from 60 minutes to any other value to better meet your business requirements
- You can create different ticket durations which can be dependent on different filters
- You can enable the historical data toggle to track already occurred ticket times inside Analytics
- With those results in mind you could adjust your ticket durations to be even more efficient
What can be configured under Value Sets?
- With Value Sets you can customize what values should be displayed inside the different drop downs inside Work place
- You can customize global value sets and individual value sets
- Global Value Sets are the ones already provided by Fieldcode by Default and they can be customized too
- Individual Value Sets can be customized
What can be configured under SLA Profiles?
- You can specify business/operational times inside the SLA Profiles Settings
- You can set different SLA Profiles
- SLA Profiles can be used to customize the Customer Portal experience for your end users
- SLA Profiles can also smartly influence other system parts, like the Optimizer, the Scheduling Assistant, the Ticket Clipboard, and Conditions