This tutorial will guide you in managing the following areas:
- Customers
- Service Calls
- Customizing the Service Call Form
- Access Control
- Traceability from a Service Call to R&D/QA
- Dashboards and Reports
OVERVIEW
Orcanos Service Center is a robust, web-based module designed to streamline customer service management, enhance communication, and enable efficient service operations. It enables customer service teams to log, monitor, and manage service calls from a single platform. Key features include advanced communication tools and process automation capabilities like dynamic workflows, which help improve organization, prioritize tickets, and track their progress to resolution. The module also functions as a standalone system, providing flexibility for integration into diverse IT environments.
Through Orcanos Service Center, all online chat conversations are logged into its database, enabling clear communication and a seamless handover of ticket information across team members. This centralization ensures transparency about ticket ownership and decisions made, allowing agents to track a ticket from creation to closure, prioritize based on urgency, and ensure SLA compliance. It also offers real-time reporting, customizable team queues, and an intuitive interface, fostering a modern service experience that enhances IT team productivity and improves response quality.
SERVICE CENTER ADMIN SETUP
- Go to Admin > Data Sharing And Settings > Applications, then select the checkbox for the Service Center option.
- Make sure that the Complaint/ Service call work item is enabled by navigating to Admin->Customizations->Work items
- Confirm that items can be traced to the service call, such as Defect -> Service Call and CAPA -> Service Call, by going to Admin > Customization ->Traceability Setup.
- In the Traceability Setup, verify that the Service Call is set as the “Target.” You can define a default link type here, or create a new link type if it doesn’t already exist.
OPEN SERVICE CENTER
Once the user has permission to access the Service Center Application, the user will see the Service Center Icon under the Main Menu 
.
SERVICE CENTER CUSTOMERS NAVIGATION PANEL
- It shows a List of customers(Active and Non-Active) on the Left Side of the Screen.
- We have the option to ADD/EDIT the customer.
USERS
Service Center users, also known as “External Users,” are your customers and have access only to the Service Center project.
To add users, open the specified customer profile, click the Add icon, or go to Admin > Users & Groups > Service Center Users.
SERVICE CALLS
After successful registration, the user can report the service call. Check here to learn how to add Ticket
ADD NEW SERVICE CENTER AGENTS
When a user who is not an external user is added in Admin > Users, they can be designated as a Service Center agent.
To do this, simply link the user to the Service Center project.
WORK ITEMS
Filters created in the Service Center project from the Work Item Main Screen will also appear under the customer’s Service Call tab.
Within the Service Call tab for a customer, only that customer’s specific tickets will be displayed according to the selected filter.
TRACE SERVICE CALL TO DEFECT/RISK, ETC.
A major advantage of using a single system for customer service calls and R&D/QA is the ability to trace service calls directly to complaints or defects.
To link a service call to a defect, follow these steps:
- Open the service call in View mode.
- Navigate to the Traceability tab.
- Click the red Add icon (plus button) in the bottom-right corner to create a new link.
- Select the project, Defect work item, and the appropriate filter in the Traceability screen.
- Choose the defect to connect, ensuring the service call is set as the “Target” in the traceability link.
DASHBOARD
Users can display data in various graphical formats using the Panels available on the Dashboard.
The Various forms in which data can be represented are
- Report Level – Chart
- Report Level – Grid
- Report Level – Traceability Matrix – you can view full traceability from a service call to other work items, up to 3 levels
- Report Level – Google Maps – allows you to view service calls on google map, based on the customer’s location