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Perla Service Desk
Welcome to our new Perla Service Desk, powered by Salesforce. Designed to deliver a more efficient, user-friendly experience, this platform ensures that employees receive timely and effective support. Whether you need help with technical issues, account access, or general inquiries, our Service Desk provides a streamlined way to get the assistance you need—quickly and reliably
How to create case or request
Manager Dashboard Overview
How to add collaborators and observers
How to send an internal or private comment
How to request an internal/supervisor approval
Agent Training
How to change your Out of Office Status
How to recategorize a case
How to Solve and Close a Case
How to create a canned response
Click on the icon below to get access to Parameters & Credentials (Sign in required to get access to this secure information)
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Who can use the Perla Service Desk? All Harmony Staff only
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How do you access the Perla Service Desk? All users must first sign in through My Harmony Portal. Locate the Perla purple folder and click the Perla Service Request icon to submit a request, or click Perla CRM if you are an agent.
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How to submit a request? Check this short video
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What Categories are supported by the Perla Service Desk? Click here to take a look at the catalog
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How long does it take for a case to expire? Three (3) business days. What if I need more time? You can change the status of the case to "waiting for a date" or "Waiting for an external entity" in the Main Template of the case.
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How to resolve and close a ticket? Select "Comment & Solve" in the main template and enter the solution in the reply box. Once the customer accepts the solution, the case will be closed.
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What if the customer selected the wrong category? How to redirect this case to the correct category? The agent needs to recategorize this case using these steps in this video.
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How to report absences at the Perla Service Desk? Click here to watch the video and learn how.
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How to set up a Passkey for the Perla CRM? Check here for instructions.
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Do you have any other questions or feedback for the Perla Service Desk? Submit a case by choosing the "Perla Service Desk Feedback" Category
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