Receiving requests in the contact center

You use contact center forms to record relevant information about the calls that you receive, and to generate service requests.

1. On the Contact Center Form tab, select a location-centric or person-centric view.
2. In the General section, enter the relevant details.
3. In the Problem section, specify the request classification and enter a problem description.
4. On the Solution tab, search the knowledge base for relevant solution records. The solution records that are available depend on the request classification.
5. Review the remaining information and update if necessary.
6. Depending on how the call is resolved, take one of the following actions:
   • To record that you solved the problem without generating a request, in the General section, select the Resolved During Call check box.
   • To generate a default request that is based on the information on the contact center form, on the Request tab, click Quick Add and submit the request.
   • To edit the request before it is generated, on the Request tab, click Move, Product, or Service. Specify the details and submit the request.
7. After you complete the call, click Next Call.