🎫 8. Service Request Management
Sub-topic 8 of 8
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Creating, tracking, and resolving customer issues through the Service Request lifecycle.
SR Lifecycle
1. Create
Log customer issue: type, priority, description
Telecom Example: "No network signal in area X"
2. Assign
Route to appropriate team/agent based on type, skills, workload
Example: Network issues → Field Service team
3. Resolve
Investigate, fix root cause, document solution
SLA: P1 (Critical) → 4 hours; P2 (High) → 24 hours
4. Close
Verify customer satisfaction, close SR, link to knowledge base
