> For the complete documentation index, see [llms.txt](https://en.help.firstline.cc/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://en.help.firstline.cc/feature/crm/service-log.md).

# Service records

## **Overview**

Each time a specialist contacts a customer, it constitutes a "service record" entry. Each "service record" contains at least one "conversation record." These records form complete data, making it easy for you to look up past service information.

## **List**

You can access the list via the FIRST LINE menu or by clicking "Service Records" on the homepage. The list has a "View" button; clicking it will take you to the detail page, where you can view the contact records between specialists and customers.

<figure><img src="https://842546780-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2FT0OCS4tywSHMauPRlcyF%2Fimage.png?alt=media&#x26;token=e09c0b22-2799-467c-9a9f-9987b6be277c" alt=""><figcaption></figcaption></figure>

You can find the service records you need using the following filters:

1. **Created Time**: The creation time of the service record, usually the first time the specialist responds to or contacts the customer.
2. **Service Result**: Filter records that match the specified "service result."
3. **Service Tag**: Filter records that match the specified "service tag."
4. **Channel**: Filter by the channel type used in the service record, such as LINE, Facebook, etc.
5. **Customer**: Filter the customer to whom this service record belongs.
6. **Channel Category**: Filter according to the specified channel category settings.
7. **Owner**: Filter the owner data to which this service record belongs. The owner is usually the owner set in the channel category corresponding to the service record when it was first created, or the customer owner associated with it.

## Details

The details are currently divided into two main sections: "Service Record" and "This Conversation Record." In the "Service Record" section, you can see the main purpose and notes of the contact between the specialist and the customer for this service.

<figure><img src="https://842546780-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-MNRu7dk70ei7JV9HlW9%2Fuploads%2F2GhABNSf4x6D6sC0IMTl%2Fimage.png?alt=media&#x26;token=0954978b-5cfb-41ac-975c-dc6e203d607a" alt=""><figcaption></figcaption></figure>

1. **Start Time**: The start time of this service.
2. **End Time**: The end time of this service, which is also when the specialist selects "End this service."
3. **Service Result**: Each service record has a service result, representing the final handling status of the service, such as "Contact again," "Completed," "Transferred to complaints department," etc. The options must be created by an administrator with permission in "Service Result."
4. **Handler**: Each service record must have a handling specialist.
5. **Customer**: An optional field, for the customer data selected by the specialist at the time.
6. **Notes**: Each service record allows the specialist to enter additional descriptions to enrich the completeness of the record. You can record memos, to-do items, etc., to help make the record more complete.
7. **Service Tag**: Each service to a customer has its related reason, such as "returns and exchanges," "customer complaints," "purchase of products," etc. This section records the tag for this service record, helping you quickly identify the purpose of the service. The options must be created by an administrator with permission in "Service Tags."