Choosing a Development Approach in the AgileApps Cloud™

Overview

This paper describes the different approaches you can use to build an application in the AgileApps Cloud™, and helps you choose the one that is most appropriate for the application you have in mind. If you haven’t already done so, you should start by reading An Introduction to Dynamic Case Management and the AgileApps Cloud.

Choosing Your Development Approach

In the AgileApps Cloud platform, there are several ways to build an application. Choosing the best way for your application depends on the goals you need to achieve.
The options are:

• Customize the ServiceDesk Application
• Customize a Template Application
• Import Spreadsheet Data
• Build a Database Application
• Build a Dynamic Case Management Application

First, let’s examine some characteristics that are common to all platform applications, regardless of how they are constructed.

Common Application Characteristics

All applications come with integrated Email, the ability to configure external Web Forms for data input, and mobile access. They can be integrated with other applications using a variety of strategies.

All applications can define Processes and Rules in objects, and allow email messages to be sent from a given record. All applications can take advantage of Email Templates and Document Templates to communicate clearly, using data taken from the original record and from related records. And macros can be created to take multiple actions on a record at the click of a mouse.

All applications allow for collaboration, by assigning Tasks to other users and recording completions in other actions in the history that is attached to each record.

In addition, applications can share objects. The Accounts and Contacts objects, for example, are part of ServiceDesk, where they are intended to help manage customer interactions. While they are not automatically included in other applications, which may have no need of them, those objects can be made available to an application using Resource Sharing.

There are many other application features that could be listed, as well. Those are just the highlights. But hopefully this gives you an idea of the power, the platform offers.

Customize the ServiceDesk Application

• Advantage: ServiceDesk provides a rich set of features for interacting with your customers.
• Disadvantage: While you can have as many database applications and dynamic case. Management applications running as you like, you can have only one ServiceDesk application running in your platform instance.

If you need multiple applications, then, you should use ServiceDesk for the application in which interactions with external users is critical, since ServiceDesk provides additional features in that area.

Here is a partial list of ServiceDesk features:

• Account-specific Service Level Agreements, to meet contractual obligations
• Social Channel Integration, including Facebook and Twitter
• Service Portal to let customers track cases, with Community & Knowledge Base options

For complete list, see ServiceDesk Features.