Advice Please

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Posted on by gman0104

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I need to provide a demo, which will demonstrate customers applying for the likes of planning permissions and application for utility connections amongst other types of applications. This obviously means using a portal front end to achieve this but I would like to know should I be using Service management for this and treat each application as a Case or go down another route. With regards to the portal should I just create a custom portal or use customer self-service?

Your advice would be very helpful

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gman0104 821 on at

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RE: Advice Please

Thanks for your advice
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David Jennaway 14,063 on at

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RE: Advice Please

For a demo, I'd start with using the case entity as it's already setup and you can use the customer self-service portal.

When it comes to implementation there are many factors that affect the decision. This is not a complete list, but just of few of the main factors:

Do all the applications follow a process whereby it makes sense to end up as a resolved status ? If so, using Cases makes sense, but if the overall status options are different, I'd go for custom entities

Are there similarities (mostly in regards to the statuses) for all types of application ? If so, then using one entity (Case) for them makes sense, but if different types behave very differently, you may want different entities for different types

Is there any chance that you'd want to use the Case entity for anything else (such as Service Management) ? If you start using it for applications, then it woul be very hard to also use it for anything else