Using the Service Catalog

Overview

In this video, you will learn to how to navigate the Service Catalog and submit a ticket. As a technician, this may not be the usual path you take to submit a ticket, but it will be helpful to educate your clients on interacting with the Service Catalog.

Learning Objectives

Test your knowledge by completing the following tasks in your own TeamDynamix environment.

• Access your organization's Service Catalog
• Explore the different categories in your Service Catalog and the services within them
• Submit a ticket using a service page in the Service Catalog

Transcript

In this video, you will learn how to navigate the Service Catalog and submit a ticket. As a technician, this may not be the usual path you take to submit a ticket, but it will be helpful to educate your clients on interacting with the Service Catalog.

First, we'll access the Service Catalog. From the Client Portal, click Services on the top navigation bar.

Your Service Catalog is like a menu of all the goods, services, and assistance you provide to your clients. The Service Catalog is organized into categories and subcategories to make it easier for your customers to find and request the services relevant to them. If enabled, customers can also use the search bar to search for services.

TeamDynamix administrators can control who has access to each service and service category. For example, your Service Catalog may have a category for internal services, which only technicians can see and use. If you aren't seeing a service that you think should be there, be sure to check to see if you are signed in.

Each service in the Service Catalog has a description about the service. It can also have tags, a list of Knowledge Base articles related to the service, and attachments.

Each service can have a unique request form associated with it, which the client can use to request the service or report an issue. Request forms gather all the information technicians need to resolve their request by using custom form fields to collect all of the relevant information about the request. This means that technicians spend less time going back and forth with the customer to gather information and more time getting valuable work done.

When a customer submits a request form, it creates a ticket in TDNext, which can then be assigned to a technician and resolved.

Now that you know how to navigate the Service Catalog, visit the Client Portal and request a service to become familiar with the interface.