Widgets

VeloCITY 365 has created five (5) of the most requested optional functionality items as widgets. The widgets can be added to an Interaction Type by simply selecting the appropriate checkbox. The five default widgets that can be added to any Interaction Type are as follows:

Name

Description

Show Subtype Widget

Determines if the child related service requests display on the portal’s initial service request page.
Related service types are identified through tags.

Show Related Interaction Types Widget

Determines if the related service requests display on the portal’s initial service request page.
Related service types are identified through tags.

Show Related Alerts Widget

Determines if the related alerts display on the portal’s initial service request page.
Related alerts are identified through tags.

Show Related Cases Widget

Determines if the potentially related service requests display on the portal’s initial service request page.

Show Related KB Articles Widget

Determines if the potentially applicable knowledge articles display on the portal’s initial service request page.

Show SLA Widget

Determines if the expected response and resolution times display on the portal’s initial service request page.

TIP: Refer to the Response By and Resolution By fields below. If no values are entered into the fields, the widget will display but will display “Not Set”.

The Default Widgets share metadata across Interaction Types and this distributes the metadata to the parent/child type family.

Business Processes

VeloCITY365 uses the business process flows included with Dynamics 365. Business processes are unique to each implementation and situation, and as a result need to be implemented to suit each situation and attached to the appropriate interaction type. Information on creating business process flows can be found by searching “business process flows overview” on the Microsoft documentation site or click here.

Managing Forms

Forms are included within VeloCITY365 but new custom forms or custom fields can be created on the existing forms.

Information on creating new forms can be found by searching “Create a quick view form” on the Microsoft documentation site or click here. Be sure to link the new form to an Interaction Types.

Information on editing the existing forms can be found by searching “Work with the form editor” on the Microsoft documentation site or click here. Be sure to link the new form to an Interaction Types.