Specifics forms are context-sensitive forms that are embedded into Incident and Service Request records to capture relevant data for the different Categorizations of Incidents and Service Requests. For example, different details are needed for a Printing Incident than for a Mobile Phone Request. Using Specifics forms allows the Service Desk to capture the exact data to determine a resolution more quickly by either asking scripted questions to lead to the appropriate answer or capture the correct data for subsequent support teams involved in the functional escalation process.
CSM provides OOTB Specifics forms for each Service:
Note: A screenshot of each Specifics form is shown in the following sections.