Service-process setup
Create reusable processes for the different kinds of service work handled by the organisation.
From process design to verified closure
Service Records
Build service processes from ordered status steps, create connected parent-child records, classify problems by product, detect long open chains and verify closure only when the workflow reaches its defined final step.
Multi-stepService processes
ConnectedParent-child chains
VerifiedFinal-step closure
What you can do
Everything your team needs, connected.
Build service processes from ordered status steps, create connected parent-child records, classify problems by product, detect long open chains and verify closure only when the workflow reaches its defined final step.
Multiple ordered steps
Build each process from several steps arranged in the sequence work should follow.
Step-as-status model
Treat every process step as a service status so progress is visible and consistent.
Final-step definition
Mark the status that represents the final step of a service process.
Verified chain closure
Consider the complete parent-child chain closed only when the defined final step has been reached.
Process categories
Group related service processes into clear operational categories.
Category assignment
Set the appropriate process category when configuring service-case structure.
Individual record view
Review service work as a list of individual records when case-level detail is needed.
Parent-child list view
Switch to a hierarchical view that shows how follow-on records belong to the original case.
New service record
Create the first record with the relevant customer, product, process and service information.
Child service records
Create linked follow-on work without losing the original parent context.
Status and step tracking
See the current process step and service status on each record in the chain.
Product problem hierarchy
Start with a product, add multiple problem categories and define multiple problem types beneath each category.
Problems by product
Review the known problem structure for a selected product.
Standard problem seeds
Seed a standard problem library as a faster starting point, then adapt it to the organisation.
Service-chain dashboard
Review parent-child chain length, progress and unresolved work from a dedicated dashboard.
Long-chain alert
Flag a chain that continues for too long without reaching a final step.
Short-chain positive signal
Treat a short chain that reaches resolution efficiently as a healthy service indicator.
Service-record dashboard
Analyse overall service-record workload and operational performance.
Commercial record links
Connect service records to quotations, invoices and other relevant documents.
Complete customer context
Keep service activity connected to the customer’s wider sales and after-sales history.
Complete service-record operating model
Design the process, follow the chain and prove the work is closed.
iCRM treats service as a connected sequence rather than a collection of isolated tickets. Every step has meaning, every child record preserves its parent context and closure depends on reaching the process’s defined final status.
01ModelCategory, process and steps
02ClassifyProduct and problem
03CreateOpen the parent record
04ProgressAdd connected child work
05VerifyReach the final step
06AnalyseChain and service dashboards
01 / MODEL THE SERVICE PROCESS
Build every process from ordered status steps.
A service process contains multiple steps. Each step is also a status, giving teams a shared language for where the work currently sits and what should happen next.
- Reusable service-process definitions
- Multiple ordered steps per process
- Each step represented as a status
- Consistent progress tracking across records
02 / ORGANISE THE PROCESS LIBRARY
Group related processes into practical categories.
Use service-process categories to keep a growing workflow library understandable. Set the category while configuring service cases so teams can find and apply the correct process more quickly.
- Service-case category setup
- Clear process grouping
- Category assignment during configuration
- Scalable workflow organisation
03 / CREATE THE SERVICE RECORD
Open the parent case, then choose the view that fits the work.
Create a new service record against the relevant customer, product and process. Teams can work record by record or switch to the parent-child list when they need to understand the complete relationship before taking action.
- New parent service-record entry
- Customer, product and process context
- Individual service-record list
- Parent-child hierarchy view
- Links to quotations, invoices and related records
04 / EXTEND THE CHAIN & CONTROL CLOSURE
Add child work without losing the closure rule.
When service continues, create a child record linked to the original parent. The chain remains open while its progression has not reached the status marked as the final step; once that final step is reached, iCRM can treat the complete chain as closed.
- Linked child-service creation
- Parent context preserved
- Current status and process step visible
- Explicit final-step marker
- Chain-level closure checking
Closure rule
Parent + child chain → current step checked → final status reached → complete chain considered closed.
05 / STRUCTURE PRODUCT PROBLEMS
Move from product to category to precise problem type.
Problem management begins with the product. Each product can have several problem categories, and every category can contain multiple problem types. Teams can seed a standard library first, then refine it for real operational use.
- Product-first problem management
- Multiple categories per product
- Multiple problem types per category
- Problems-by-product reference view
- Seeded standard problem library
06 / READ THE HEALTH OF THE CHAIN
Long open chains demand attention; short resolved chains are a positive signal.
The service-chain dashboard makes the connected history measurable. A chain that grows long without reaching a final step is flagged for attention. A short chain that reaches resolution efficiently indicates a healthier service journey.
ATTENTIONLong + no final stepInvestigate delay, hand-offs or unresolved work.
HEALTHY SIGNALShort + resolvedThe customer reached an outcome with fewer service records.
07 / ANALYSE THE FULL SERVICE OPERATION
Use the service-record dashboard to move from cases to operational insight.
Review service activity beyond a single chain. The dashboard helps managers understand workload and outcomes while every record remains connected to its customer, product, quotation, invoice and wider after-sales history.
- Overall service-record dashboard
- Operational workload visibility
- Customer and product context
- Quotation and invoice relationships
- Evidence for process improvement
How to operate service records
A practical route from workflow setup to verified resolution.
Build the rules first, then let every service record follow the same understandable path.
Create process categories
Group related service workflows so teams can find and manage them consistently.
Build process steps
Create the process, arrange its steps and use each step as a service status.
Mark the final step
Define the status that proves the workflow and its connected chain are complete.
Prepare problem data
Seed or create product problem categories and the specific types beneath them.
Create the parent record
Select the customer, product, problem and process, then link relevant commercial documents.
Add child work
Create connected child records whenever the service journey requires another action.
Monitor chain health
Investigate long open chains and encourage shorter routes to a valid final outcome.
Close and analyse
Confirm the final step, then review chain and service dashboards for improvement opportunities.
Detailed capability map
More than a feature list. A complete working process.
Explore how the screens and functions in Service Records support setup, daily operations and continuous improvement.
Configure the foundation
Service-process setup
Create reusable processes for the different kinds of service work handled by the organisation.
Multiple ordered steps
Build each process from several steps arranged in the sequence work should follow.
Step-as-status model
Treat every process step as a service status so progress is visible and consistent.
Final-step definition
Mark the status that represents the final step of a service process.
Verified chain closure
Consider the complete parent-child chain closed only when the defined final step has been reached.
Process categories
Group related service processes into clear operational categories.
Category assignment
Set the appropriate process category when configuring service-case structure.
Run day-to-day work
Individual record view
Review service work as a list of individual records when case-level detail is needed.
Parent-child list view
Switch to a hierarchical view that shows how follow-on records belong to the original case.
New service record
Create the first record with the relevant customer, product, process and service information.
Child service records
Create linked follow-on work without losing the original parent context.
Status and step tracking
See the current process step and service status on each record in the chain.
Product problem hierarchy
Start with a product, add multiple problem categories and define multiple problem types beneath each category.
Problems by product
Review the known problem structure for a selected product.
Control, report and improve
Standard problem seeds
Seed a standard problem library as a faster starting point, then adapt it to the organisation.
Service-chain dashboard
Review parent-child chain length, progress and unresolved work from a dedicated dashboard.
Long-chain alert
Flag a chain that continues for too long without reaching a final step.
Short-chain positive signal
Treat a short chain that reaches resolution efficiently as a healthy service indicator.
Service-record dashboard
Analyse overall service-record workload and operational performance.
Commercial record links
Connect service records to quotations, invoices and other relevant documents.
Complete customer context
Keep service activity connected to the customer’s wider sales and after-sales history.
How it works
A clear workflow from setup to insight.
Model
Set categories, processes, ordered steps and the final-step rule.
Create
Open the parent service record against the correct customer, product and problem.
Progress
Add child records as work develops and monitor the chain for delay.
Close & learn
Reach the final step, verify chain closure and review both service dashboards.
See Service Records in action
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