Activate and customize services for a client account
Turn services on for one client, add account details, and choose where service work is assigned.
Open a client account's Services page to decide which shared services are active for that client and what account details the client can read.
Before you start
- You need team access to the client account.
- The shared service must already exist in Service Showcase.
- A catalog edit can affect every account. An activation or detail value affects only the current account.
Turn a service on or off
Find the service and select the circle at the left of its name.
- An empty circle activates the service for this account.
- A green checked circle deactivates it.
The change saves right away. A message confirms that the service is on or off.
An inactive service can still appear in the full client catalog. Inactive means the client does not currently receive it. It does not mean the service is deleted.
Add details for this account
Service detail fields have shared names, but each client account has its own values.
- Select Setup Details or Manage Details on the service.
- Enter a value for each detail the client should see.
- Wait for the Saved message after each value.
- Add a New detail name only when the catalog needs another shared field.
- Drag fields to change their order.
An empty value stays hidden from the client. A filled value appears in Your Info when the service is active. Text can be copied. A saved web address can be opened.
Changing or deleting a detail-field name affects that field across accounts. Changing its value affects only the open account.
Change service wording or its Learn More link
Select the service row to open Service settings.
Under Details, you can change the service name, description, and Learn more button. The name, description, and link are shared catalog values. The Learn More link appears for an inactive service.
Use a full http:// or https:// address. Then select Save changes.
Choose who receives service work
When the Assignment tab is available:
- Open Service settings → Assignment.
- Choose the Default assignee for this service.
- Turn on Override for this account when this client needs a different owner.
- Choose the Account assignee.
- Select Save changes.
At request time, Sydnee tries the account override first, then the service default, then the workspace owner. A chosen person must still be active and able to access the account. If not, the work goes to an active workspace owner with account access.
Check the client experience
Turn on Preview as Client. Confirm the service status, description, Your Info values, Learn More link, and request action.
Preview does not let the client edit anything. It shows the client-facing state inside the team app.
What your client sees
Clients can read service names and descriptions. For an active service, they can open non-empty Your Info values. For an inactive service, they may see a Learn More link or Request Service.
Clients cannot activate services or change detail values.
Fix a common problem
The client cannot see a detail: activate the service, add a non-empty value, and confirm Service Showcase is visible in the portal.
A detail change affected other accounts: the field name is shared. Only its value is account-specific.
The wrong person received a request: check the account override, service default, and the person's current account access.
A service is missing from the account: confirm the service and its group were not deleted and that Service Showcase is on for the workspace.