ServiceCore Interaction module, which we also named as the service desk module is designed as the place where the contact with the customers begins. You can record all kinds of calls of your customers that have not yet been classified.
As the reception area where customer / user interactions of the service management product family are recorded, the unique communication and contact point of the interactions from all channels was simulated with the Service Desk / Interaction Management module.
All kinds of user calls from all channels such as email, phone, chat, social media, web interface and direct physical application are recorded in a singularized area. In this section, first of all, the user's singularized and combined calls with the omnichannel model are processed in a single central single communication point.
At this stage, irrelevant incoming calls can be eliminated by classification. Relevant calls include Incident, Request, Complaint, Suggestion, Information Request, etc. Which of the different processes it will continue with is determined at this level. After deciding what the calls / interactions are and with which process they will continue, their transfer to the Event or Request modules is carried out at this stage.
Current urgency, impact, classification, priority, information for the calls turned into an event are detailed at this point by the service desk personnel, thus allowing the Incident manager to intervene quickly and easily. In this way, more time can be devoted to rapid diagnosis and finding solutions for which the main added value is expected for Incident management.
Likewise, by associating with the service catalog, selecting the right templates, sorting out irrelevant and rejecting jobs from the beginning, transferring correct and appropriate requests only to the Request Manager, it can be ensured that workflows with the highest added value of request fulfillment can be triggered quickly.
In this way, the process steps of the Request Manager such as debugging, rejecting, collecting approval, categorizing, associating with the template are accelerated.
Continuous communication with the user, which is a common load in all of the Incident, Problem, Request, Change, Version management processes, can also be met by Interaction Management.
In this way, while these critical management processes focus on their main activities, which are really valuable, customer interaction stages are mitigated by Interaction Management.
Starting with classifications such as question, problem / malfunction, interruption, service request, information request, complaint, development request, change request, business analysis, solution proposal, improvement proposal and then continuing with the Incident, Problem, Request, Change, Version, Configuration processes The first starting point of the value stream is clearly defined in ITIL4 as the “Engagement” phase.
In this engagement phase, all interactions with both the user and the customer should be recorded and evaluated. In this interaction layer, which started to be emphasized with ITIL4, roles such as business analyst, affiliate manager, customer representative, service level manager, service desk employee work together by ITIL4.
In traditional service management softwares, there is no flow or module that allows these interactions to be collected both in process and omnichannel at single communication point (SPOC), filtered, prioritized and correct processes continue. The first ITIL4 compliant interaction solution is provided by ServiceCore.
All calls sent to a common service desk address via e-mail are first recorded by creating automatic registration to the Interaction Management layer.
From the moment the first call / first interaction started, all interviews and all interactions are now recorded in writing on the service desk. If the user prefers to interact with the service desk in writing over e-mail, all outgoing and incoming correspondence can be automatically kept in the system as conversation history.
In this way, from the first moment the user interacts to the moment his request is met, all conversations are made visible at a single communication point.
In the same way, all calls reaching the service support by phone are directly recorded thanks to both manual and automatic call center integrations, and all verbal and written communication can be managed at one point throughout the service life cycle.
All calls coming through the web interface or with integrations with other software are also processed in a way that they can be filtered and coordinated in the first welcome area of the common communication and solution point.
With this "engagement" experience offered by ServiceCore and fully compatible with ITIL4, significant savings and efficiency are achieved by taking priority and high-value interactions forward and eliminating unnecessary and meaningless demands.
