Track government service requests using Service Request Playbook

Track all the service requests that are assigned to you or other agents in your government agency by using the Service Request Playbook.

Before you begin

Role required: sn_gsm.constituent_agent, sn_gsm.business_agent, sn_gsm.agency_agent, sn_gsm.relationship_agent, and sn_gsm.service_manager

About this task

When you select a case, a form opens with the following sections:

• A conversation of the interaction between the user and the government service agent.
• The action that needs to be taken on the user's part, such as accepting or rejecting a solution.
• The case details, including the case number and status.
• Any attached files.

Procedure

1. Open the Service Request Playbook by navigating to Lists in the CSM Configurable Workspace.

2. Navigate to the Service Requests list and click All.

3. In the Service Requests section, select a list that is described in the following table:

   List	Description
   All	All service request cases that the agent has access to.
   My Cases	All service request cases that are assigned to the agent.
   My Open	Open cases that are assigned to the government service agent.
   Unassigned for my group	Cases that belong to any of the government service agent's groups but haven't been assigned to an agent.

   You can see the following fields under each list:

   • Number
   • Short description
   • Action status
   • Service
   • Constituent
   • Business
   • Business contact
   • State
   • Address type
   • Reported on
   • Assigned to agency
   • Assigned to For a detailed description of these fields, see Government Service Case form.