Ensuring that service items are well-detailed and visually appealing is pivotal for user decision-making. Each item should feature a current description and an accurate image of the product to effectively convey relevant information to the users.

Note: Managing service items effectively involves periodic reviews to ensure all information remains accurate and reflective of the current offerings. This assists users in making informed choices based on the most recent and relevant information available.

Creating Service Items

Ensuring up-to-date service items enhances user understanding and simplifies the ordering process. To optimize this, follow the detailed guide below:

Preliminary Note: While all changes are auto-saved, publishing is essential to make them viewable in the ordering section. Newly created service items are automatically published with the offering.

Steps to Create Service Items

1. Service Selection and Naming

• Choose the desired service offering.
• Click the "Add item" option.
• Assign a relevant name to your service item.

2. Visual Representation

• Upload an appropriate image representing the item.

3. Support Channel Customization

• If necessary, modify the support channel specific to this item. It aids in directing various requests to their respective fulfillment systems.

4. Item Identification

• Populate the "Item ID" field. This differentiates service items within connected platforms like the Efecte Service Management.
• Note: In multi-site settings with a unified Efecte Service Management instance, adjusting the Item ID per site can streamline service delivery.

5. Detailed Description

• Provide a comprehensive description of the item.
• Utilize text editing tools to enhance readability.

6. Attribute Specification

• Clearly define item-specific attributes, which may encompass:
  • Model
  • Price
  • Monthly subscription rate
  • Link to the information page
  • Estimated time of delivery.
• Keep in mind, "Model" and "Information page" are not designed for multi-language functionality.

7. Approval Customization

• If required, override the default approval method of the service offering. For instance, some items might need dedicated approval.

8. User Input Collection

• Incorporate necessary input fields to gather user-specific details for the order.

9. Finalization

• Ensure all data is accurate and complete.
• When content, publish your service item.

Incorporating these steps, admins can ensure users have all the necessary details to make informed decisions about the services they're availing, thereby improving overall user satisfaction.

Quantity Selection for Service Item Orders

Efecte's Self-Service portal has integrated capability for users to specify item quantity for both singular and multiple item orders. To utilize this feature, portal administrators need to ensure the "Item quantity enabled" option is activated within the Service offering editor.

Before tapping into this feature, the ESM administrator must ensure the template receiving the ESS orders contains the following three attributes:

For administrators who might need attribute codes other than the ones listed above, adjustments can be made in the Efecte Service Management connector file. It's advisable to have such configurations overseen by an accredited Efecte consultant.

Administrators, in the Service Item's supplementary details section, have the ability to turn on the "Show as item details" option. This is primarily for dropdown and checkbox fields that convey crucial information about items in the shopping cart. Once this option is enabled, the service item within the cart will incorporate the relevant field labels and their corresponding values chosen for the order.

Activating the quantity selection feature ensures that the service item page displays a quantity selector during the order process. For bulk order placements, ESS evaluates additional details provided by the order placer. If there's a discrepancy between the extra details and the items in the shopping cart, a new item is appended to the cart. However, in cases where the additional details are in alignment with the cart's contents, the item quantity increases incrementally.

The final confirmation page will exhibit details such as quantity, individual unit prices, and cumulative costs, especially if multiple quantities for service items are specified.

Important Reminders:

The decision whether a service item simply ups the quantity or gets added as a distinct row in the shopping cart is hinged upon all provided supplementary details, and not just on the attributes where "Use as Service Item name" is activated.

If the visual workflow approval feature is employed for orders, any restrictions outlined in the Visual Workflow Admin Manual will be applicable for orders that have a specified quantity as well. This means orders with multiple quantities may have different approval workflows or limitations based on the Visual Workflow settings. Ensure you are familiar with these constraints when utilizing the feature.

Automated Service Item Updates

You can auto-update certain service item details using Efecte Service Management catalog items. This means the service item data will always be up-to-date without you doing anything manually.

Steps:

1. Go to External data link and choose a catalog item type, like mobile phones.
2. Choose the service item's name to match with Efecte Self-Service and Efecte Service Management. When someone orders, the system will use the itemID from Efecte Service Management. If the item isn't found during the next update, it can't be ordered. Its icon will also turn red in the admin view. Site-specific names and IDs can help updates based on the publishing site.
3. If attribute data is available, it will appear in the right places. You can't edit these fields when using the auto-update feature.
   Note: If you change dropdown items after publishing, you might not see the updates right away in the admin view. To see them, log out and log back in.
4. Auto-updated service items have a small green icon. If the item ID isn't found, the icon will be red.

Adding Links to External Web Services

You can add links to other web services directly in your service offerings, just like you add service items:

1. Choose the service item and then click on Add link.
2. Enter a name for the service item.
3. Upload an image that represents this link.
4. Write a brief description for the link. Use text tools to make it clear and attractive.
5. Set the price details.
6. Type in the web address for the service in the Service page address field.

How to Update Service Items

Every change you make is saved on its own. However, users won't see these changes until you publish them. If you're working across multiple sites, remember to edit additional info fields only in the All Services site.
More details are available in the section about Publishing and Hiding Services.

How to Remove Service Items

Want to delete a service item? Here's how:

1. Find the service item you want to remove, then click the x next to it. This deletes the item from your list, but users can still see it.
2. Publish your changes to remove the item from the users' view.

After you delete an item, you'll see an Undo button at the top of the page. If you move on without pressing this button, you can't undo your last action later. Always remember to publish your changes after editing.