Prerequisites
Before the CSRs in your organization can handle service issues, several prerequisite setup tasks must be performed in the Customer Service module:
2 Service queues must be defined using the Service Queues module. At least one service queue must be defined if service queues are to be used. For details, see
Managing Service Queues.
3 CSRs must be defined using the CSR Maintenance screen in the CSR Maintenance folder. CSRs are system users; at least one CSR must be defined. For details, see
Maintaining CSRs.
Since issues also capture profile and product information, this base data typically must be defined before using the Issue Management module.
Note: You can enable the system to record a service issue if product information is not available. For details, see
Defining Issue Settings.