Managing products and services

NABD allows you to add products and services and also include customized information such as specific codes and types (internal and external). You can also group related products and services into larger groups.

Make sure you include as much detail as possible when adding individual products and services and groups to NABD. This information is crucial when creating your routing rules for cases. When a customer's issue becomes a case, you want to be certain the product/service is identified and routed correctly.

From the main Products and Services page (Configuration>Product Services>Product Services), you can:

 

To add a product or service to NABD:

  1. From your left main menu, select Admin.

  2. From Admin page ,within  Configuration section.

  3. Scroll to  Products/Services.

  4. From the Products/Services menu, select Products/Services.

  5. On the Product/Services page, click Add.

  6. On the Product/Service page, type your product/service code and name.

  7. In the Product type field, click the drop down and select the product type internal product, external product, internal service, or external service.  

    Internal product/service Item or service your company creates or provides.

    External product/service Item or service provided by an outside source that your company uses.


  8. When you're done, click Save.


    This new product can now be added to a product group and also be used in your SLA templates and case routing.

 

Adding or deleting product/service groups

To add a product or service group:

  1. From your left main menu, select Admin.

  2. From Admin page ,within  Configuration section.

  3. Scroll to  Products/Services.

  4. From the Products/Services menu, select Product/Services groups.

  5. On the Product/Services Groups page, click Add.

  6. On the Product/Service group page, type your product/service group code and name.

  7. Optionally, in the Description field, you can type a description for your group.

  8. When you're done, click Save and close.



    Your new product/services groups will now be available as a selection for SLA templates and case routing. You can also now add products and services to your new group.

 

To delete a product/services group:

  1. From your left main menu, select Admin.

  2. From Admin page ,within  Configuration section.

  3. Scroll to  Products/Services.

  4. From the Products/Services menu, select Product/Services groups.

  5. On the Product/Services Group page, click the Delete link (under the Options column).

  6. Click OK on the Confirmation page.



    The group you selected is now deleted from NABD. Remember to reassign any products and services to other groups.

 

Adding or deleting products and services from a group

To add a product or service to a group:

  1. From your left main menu, select Configuration.

  2. From the Configuration menu, select Products/Services.

  3. From the Products/Services menu, select Product/Services groups.

  4. On the Product/Services Groups page, click the Add product link for the group where you want to add the product or service.

  5. Under the Select column, check the product you want to add.

  6. Click the Add product button.

  7. Click OK on the Confirmation page.



    The product/service you selected is now added to this group.


To delete a product or service from a group:

  1. From your left main menu, select Configuration.

  2. From the Configuration menu, select Products/Services.

  3. From the Products/Services menu, select Product/Services groups.

  4. On the Product/Services Groups page, click the Remove product link (under the Options column).

  5. Click OK.




    The product/service you selected is now deleted from this group only.