Best Practices - Service Design

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Suggested Solutions

Make sure to add a relevant title and category so that the article will be indexed properly for search results.
Adding more keywords will improve search indexing for the article.
Any additional information other than resolution steps can be added as an attachment.
Use the Attachment feature to attach patch files or diagrams to help the Support Rep resolve the problem
When entering the resolution to the problem, make sure that you break it down into steps or bullet points to ensure that the instructions are clear.

Custom Fields/Object Designer

Make use of the Required and Validation properties to ensure that correct data is entered into the field.
Custom fields created for service requests can be included when designing queries so be sure to give input fields a relevant name
An End User may not see all custom fields under a tab because the required “View” and/or “Update” Roles are configured separately for each field. Visibility restrictions can be applied at the tab level also.
It is very important to back up the ServicePRO database before you create, edit or delete custom fields.
A Custom Object Type can be copied from one environment to another by saving the xml and importing it into the destination environment.
The maximum size of the image file to be used in Object designer is 20 KB.
You can include a hyperlink in a Custom Object by using the hyperlink field and make it View only
Create and organize memo templates in specific subject related folders rather than having all memo template at root level.

Project Templates Designer

Project Designer role must be given to create templates.
Within a Project Template, Event conditions must be properly set in order for your child tasks to initiate.
Grouping child events into folders will ease up viewing and categorizing complex project hierarchy
You may set memos to automatically populate when closing the parent request while child requests are still open.