Earlier this year, the customer representative(s) of an SLA were given more privileges in 4me. Since then, they are able to see the ‘All Requests’ section in 4me Self Service and also have access to dashboards in the self service portal. For this, the option ‘Shared with customer representatives’ within a dashboard form in the Specialist Interface must be selected, as well as the SLAs to which the data of the reports must be related. That option was, however, only available to a person with the Account administrator or Account designer role. This has been adjusted. Someone with the Service level manager role is now also able to share dashboards with customer representatives.
Patrick is 4me's Product Manager. After completing his studies in information science and applied linguistics, Patrick came into contact with service management processes as an IT consultant for CGI and as a billing specialist for World Online, Ziggo and Embratel. He then started his own copywriting business and founded a school to teach children about new technologies. This rare combination of experiences helps Patrick as he explains the unique benefits that 4me has to offer as an enterprise service management solution.