Call Requests

Streamline your service workflow with Call Requests in CO3 Nucleus. Learn how to log, manage, and convert customer requests—even when accounts are on hold—while maintaining control and compliance. 00:00 Introduction to Call Requests in CO3 Nucleus 00:07 What Are Service Call Requests & Why They Matter 00:23 Call Requests vs Standard Calls Explained 00:38 How to Create Call Requests from Call Logging 00:46 Logging a New Service Call Step-by-Step 01:05 Handling Customers on Hold (Credit & Contract Issues) 01:35 Creating a Call Request from a Held Account 01:43 Logging Call Requests Directly from the System 01:52 Navigating the Call Requests Screen 02:13 How to Add a New Call Request 02:29 Entering Call Request Details (Maintenance Screen) 02:33 Adding Customer or Equipment First (Best Practice) 02:53 Linking Equipment and Customer Automatically 03:10 Handling Existing Open Calls Warning 03:26 Adding Customer Details to Call Requests 03:48 Linking Equipment to Customer Request 04:09 Adding Contact, Address & Call Information 04:30 Selecting Call Type, Error Codes & Reason Codes 04:45 Writing Service Request Description 04:51 Setting Priority, Date, and Required SLA 05:00 Entering Order Numbers & References 05:15 Validations and Required Fields Explained 05:20 Editing Customer or Contact Details 05:44 Adding Meter Readings and Comments 05:53 Using Equipment, Customer Info & SLA Tabs 06:08 Saving and Viewing Call Requests 06:19 Understanding Call Request Status Indicators 06:38 How to Edit a Call Request 07:10 How to Delete a Call Request Safely 07:33 Using Documents, Notes, and Email Links 08:28 Converting a Call Request into a Call 08:45 Handling Duplicate Call Warnings 08:57 Reviewing and Saving the Converted Call 09:12 What Happens After Conversion (Data Transfer) 09:20 Final Summary of Call Request Workflow