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Best Practices - Service Requests

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  • Categories can closely resemble queues and could even be identical to queues. The difference is that queues are not used to classify service requests.
  • If more than one Support Rep is assigned to a queue, encourage the Reps to take a request into service to work on the request.
  • Have ServicePRO to prompt to select a requester using the Find a User window whenever a support rep opens a new request.