1. Chapter 12: Service Requests

2. Streamlined citizen service processes: “3-1-1” Streamlined citizen service processes: “3-1-1” Service citizen requests Service citizen requests Present Information and updates on said requests Present Information and updates on said requests Manage back office processing Manage back office processing Utilize resources Utilize resources effectively through CRM

3. Service Requests In The “3-1-1” scenario, service requests are requests made by the public to deal with municipal matters In The “3-1-1” scenario, service requests are requests made by the public to deal with municipal matters

4. Service Request Creation Created via a Web Form on the portal Created via a Web Form on the portal The specific service request, for example the pothole service request, will be created The specific service request, for example the pothole service request, will be created Will also appear in the CRM and reports as a general “Service Request” record Will also appear in the CRM and reports as a general “Service Request” record An email workflow will be triggered An email workflow will be triggered – For example when a pothole service request is triggered, it might be assigned to the public works team – The supervisor for this team then receives an email notifying him or her that a new pothole request was assigned to their team

5. Service Request Handling Service request are then handled by members of the team via. Internal processes Service request are then handled by members of the team via. Internal processes An email will be sent to the original creator of the service request when the status of the service request changes An email will be sent to the original creator of the service request when the status of the service request changes Portal Users can check the status of service requests that they have created on the portal Portal Users can check the status of service requests that they have created on the portal

6. Exercise: Track a new Service Request In this exercise we will learn how to use the 3-1-1 Service Request Feature

7. Service Request Example of Configurable Entity Pattern Example of Configurable Entity Pattern Can be re-used in any scenario where multiple related entities should be rolled up together for reporting or other purposes Can be re-used in any scenario where multiple related entities should be rolled up together for reporting or other purposes “Polymorphic” entity – like multiple implementations of an interface, for you programmers out there “Polymorphic” entity – like multiple implementations of an interface, for you programmers out there Also used for permits Also used for permits Serves as a template/example to model your own configurable entity patterns around Serves as a template/example to model your own configurable entity patterns around

8. Service Request When a new specific service request (i.e. Pothole service request) is created on the portal, a Plugin fires in the background to create a generic “Service Request” Entity When a new specific service request (i.e. Pothole service request) is created on the portal, a Plugin fires in the background to create a generic “Service Request” Entity This entity is used for things like rollups, Bing Mapping, etc…. This entity is used for things like rollups, Bing Mapping, etc….

9. Service Request Type This mapping is achieved by referring to a configurable entity pattern mapping entity This mapping is achieved by referring to a configurable entity pattern mapping entity In the case of service requests, this is the Service Request Type Entity In the case of service requests, this is the Service Request Type Entity Specifies the field mappings, auto-numbering definition, Web Form, etc. Specifies the field mappings, auto-numbering definition, Web Form, etc.

10. Service Request Entity Attributes & Relationships Attributes & Relationships – Name – Service Request Type – Regarding Contact – Service Status – Location – Latitude – Longitude – Incident Date – Scheduled Date – Closed Date – Priority Also Related to all Service Requests Also Related to all Service Requests Each specific Service Request will have a related Service Request Each specific Service Request will have a related Service Request

11. Service Request Type General Attributes & Relationships General Attributes & Relationships – Name – Entity Name – Web Form – Description – Auto Numbering Definition – Subject – Thumbnail/Map Icon Image URL

12. Service Request Type Field Mapping Attributes Field Mapping Attributes – Primary Field Name – Service Request Field Name – Service Request Number Field Name – Service Status Field Name – Priority Field Name – Incident Date Field Name – Closed Date Field Name – Location Field Name – Longitude/Latitude Field Name – Contact/Lead Behaviour Create Lead Create Lead Create Contact Create Contact – Regarding Contact/Lead Field Name – First Name Field Name – Last Name Field Name – Email Field Name – Phone Number Field Name

13. Creating a new Service Request Type Create your entity, and make sure it has the required fields of the service request Create your entity, and make sure it has the required fields of the service request – Closed Date, Email Address, First Name, Last Name, Latitiude, Longitude, Location, Phone Number, Priority, Regarding Contact, Regarding Lead, Scheduled Date, Service Request, Service Request Number, Service Status Edit the Form Edit the Form Create the Service Request Type Record that matches your new custom request entity Create the Service Request Type Record that matches your new custom request entity Register Plugin Steps using PluginRegistrationTool Register Plugin Steps using PluginRegistrationTool

14. Configurable Entity Pattern This basic design can be used for any scenario where a configurable entity pattern is an appropriate solution This basic design can be used for any scenario where a configurable entity pattern is an appropriate solution

15. Exercise: Add a New Service Request Type In this exercise we will learn how to add a new service request Type This will involve: Creating a New Service Request Entity Creating a New Service Request Entity Creating a Service Request Type Creating a Service Request Type Creating a Web Form Creating a Web Form Registering a Plugin Step Registering a Plugin Step