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Many organizations withinindustriesandverticalssimilartothecountyareusingFreshservice.Someof ourcustomersfromthelegalandgovernmentspaceuseFreshservice. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 7 AdditionalCompanydetails LegalName FreshworksInc. LegalStatus Publiccompany,NASDAQlisted-FRSH,incorporatedinthestate ofDelaware,USA Address(HQ) 2950S.DelawareStreet,Suite201,SanMateoCA94403 Addressofotherlocations Please check the website for the addresses of all the oﬀice locations https://www.freshworks.com/contact/ ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionof Freshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 8 Yearcompanywas Incorporated 2010 Website https://www.freshworks.com/ MainTelephoneNumber +1(855)7476767 CompanyDescription Please refer to the above sections (company history, locations andcustomers)fordetailedinformation AreaofSpecialization Freshworks Inc., (NASDAQ: FRSH) creates AI-boosted business soware anyone can use. Purpose-built for IT, customer support, and sales and marketing teams, our products are designed to let everyoneworkmoreeﬀicientlyanddelivermore valueforimmediatebusi nessimpact. DurationofBusiness We have been in business for 13+ years. Freshservice is a SaaS-based case management solution from Freshworks and was launched in the year 2014. Freshservice,sinceitsin ception, has been going through constant enhancements throughminor and major releases. All the rollouts are planned and communicated to customers well in advance throughidentified channels. Freshservice, being a Soware-as-a-Service (SaaS) based product, does not have diﬀerent versions of theproduct, but has diﬀerent plans to choose from depending upon your requirements. PastPerformances The followingcontactablecustomerreferencesindicateourpastexperiencesinimplementingthe proposed solution. The reference information contains customer contact details for verifyingour trackrecordwiththemandhencetheevidenceforthesame: CustomerReference1 ClientName StateofHawaii Industry Government SolutionDescription FreshserviceITSM ©FreshworksInc.2024.Allrightsr eserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 9 CustomerName/Title Pendingrequesttocont act CustomerEmail/Contact* Pendingrequesttocontact CustomerReference2 ClientName CityofEscondido Industry Government SolutionDescription FreshserviceITSM CustomerName/Title Pendingrequesttocontact CustomerEmail/Contact* Pendingrequesttocontact CustomerReference3 ClientName CityofDenton Industry Government SolutionDescription FreshserviceITSM CustomerName/Title Pendingrequesttocontact CustomerEmail/Contact* Pendingrequesttocontact ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterService s Agreement(MSA)signedbybothparties. 10 E.TechnicalSpeciﬁcationandFunctional Requirements 1. SolutionOverview Freshservice provides an Enterprise Service Management (ESM) platform that is built to drive eﬃciency and effectiveness across your Business Teams for service delivery. The platform provides consumer-grade experiences to employees across the enterprise, such as Legal, HR, ﬁnance,facilities,andotherbusinessfunctions.Itprovidesyouwithamoderncasemanagement platform that can automate workﬂows across their different departments, infuse analytics, and Artiﬁcial Intelligence to empower your agents to make better decisions and deliver a uniﬁed experiencetoyouremployees. Freshservice also plays an important roleinfacilitatingtheﬂowofinformationb etweendifferent departments, external suppliers, customers/users, and management. Some of the key beneﬁts thattheplatformprovidesare1. Workspaces: Empower multiple teams to co-exist on a single service management platform. Gain control over work and visibility for each department individually without compromisingonsecurityandautonomy. 2. Support Portal: Offer consumer-grade services with a universal service catalog that allows end users to request for services in a centralized place for any function ranging fromLegal,IT ,HRtoFinance,Facilities,andotherlinesofbusiness. 3. Knowledge base: Create a single repository for all policy and process-relateddocuments to bring consistency across teams, deﬂect queries and empower end userswithupdated informationontheleavepoli cyorreimbursementprocess. 4. Case Management: Enterprise service management allows to auto-assigncases,provide AI-powered responses, and drive cases to resolution in no time. You can also manage multiple Tasksrelatedtoacase,whichcanbecreated,assigned,andmonitoredwithinthe platform. 5. Workﬂow Automation: Automate repetitive manual processes like employeeoffboarding, multi-department approvals, and category-based routing for eﬃcient service desk operations.Buildcustomworkﬂowswiththird-partyorchestrationapplicationslikeG-suite, slack,orAzureAD. Below, we have listed some of the features that will help the county streamline its case managementprocessintheoﬃce. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 11 Workﬂows The Workﬂow Automator feature within Freshservice allows you to automate all the repetitive tasks and manual processes that you perform on a daily basis. This includes processes like assigningcasestotherightagentorteam,routingandfollowinguponapprovals,communi cation with the end user and much more. Freshworks no-code, drag and dropformdesignerallowsyou to set up and automate your processes based on your business rules. There are no limits to the amountofworkﬂowsyoucanbuildwithinFreshservice. Manage routing of cases: The Workﬂow Automator is fully customizable and all the workﬂows and routing options can be completely customized. This can easily be done by creating ﬂowcharts using simple drag-and-drop actions, no coding is required. New ﬁelds and attributes can similarly be added using drag-and-drop functionality. The automation conﬁgured using the Workﬂow Automator will handle allcaseroutingscenarioslikeroutingbasedontheuseremailID, source, department, type of request, requester related information (such as location,designation etc.),customﬁeldvalue,createdtime(businesshoursornon-businesshours)etc. Handle approvals: The Workﬂow Automator will also streamline approval workﬂows by routing approvals to reporting managers, department heads or the designated approver based on the case. Aworkﬂowismadeupofthreecomponents: •Event-deﬁneswhenaworkﬂowhastobetrigge red • Condition - deﬁnes the parameter(s) that needs to be validated during the execution of a workﬂow •Action-Theoutcomeoftheworkﬂow This automation processmakesiteasytosetupahierarchywhereinanappro valforexample,ifa request must be ﬁrst approved by a direct manager, followed by apersoninuppermanagement. Approvals can also be set up to be run in parallel or in sequence, depending on business rules. Notiﬁcations can be sent to approvers, and escalations made if needed to ensurethatnothingis missedandthatSLA’sareadheredto. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 12 Escalation Rule: Your case management team can deﬁne operational hours orcalendarhoursin the SLA policies in Freshservice. Escalation rules can be set on SLA Policies to notify speciﬁc agents when an SLA is violated. One escalation rule can be set for violating the First Response time and up to four escalation rules can be set for violatingcaseresolutiontimedeﬁnedwithina policy. Supervisor Rule: The Supervisor in Freshservice allows youtobringinyourworkﬂowsanddeﬁne speciﬁc actions based on timeandevent-basedtriggersinyourcasemanagers.Youcanperform periodic checks on recent cases, and perform actions like sending reminders and alerts to the required stakeholdersforpendingcasesandforre-escalatingoverduecasestotherightpersonin thecasemanagementteam. Correspondence&DocumentTrack ing Document repository can be maintained in either of the solutions - Freshservice / the existing system (Laserﬁche). We have assumed that The County would require the ﬂexibility to attach documents to each case and request documents from the service portal. Below, we have discussedbothcases 1. DocumentsmaintainedinFreshservice Documents that need to be attached to cases for review can be easily done via the form in the self-service portal, sent via email, or done so manually via agents (or those with the right permissions) in the back end fulﬁlling cases. Documents and versions caneasilybesharedwith the requestor and go back and forth between requesters and those who are fulﬁlling/reviewing the case. In each case, you areeasilyabletoadd,track,andviewalladditionalcomments,and/or correspondence.Itisalsoeasytosetupnotiﬁcationstoensurethatallpartiesareapprisedofany tasksoradditionalinformationtheyneedtoprovideontheca serevieworwhenanymodiﬁcations to the document have been made. Once the case is closed, there is a clear timeline for all correspondence,changes,approvals,documentversions,etc.,withinthecaselog. If desired, all ﬁnal documents or contracts can then be stored in the Freshservice Contract Management module, where you can track all contract-related information such as, but not limited to, contract owner, vendor information and contact, start date, end dates, renewal dates ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFr eshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 13 and any other relevant information needed. The County can easily view all contracts in one locationandeasilys etnotiﬁcationsorremindersforcontractrenewals. Freshservice hasanout-of-the-boxmarketplaceintegrationwithDocuSign,aswellasanopenAPI to connect with contract or document management to support structured, logged changes to a document as a part of anend-userrequestforchangestoacontractorsystematicchangetothe language.Thisintegrationcanbeusedtotrackthedocumenttotherequest. Additionally, documents can be created andenteredinFreshservice.Theplatformempowersyou to create custom documentsthroughadrag-and-dropinterface.Eﬃcientdocumentmanagement helps you stay apprised of and easily plan for renewal or expiry dates of contracts while staying up-to-date and audit-ready at all times. Freshservice Contract Scheduler speeds up the contract management process, helping you to maintain a record of all your contracts with third-party vendorsandmakeinformeddecisions. 2. DocumentsmaintainedinLaserﬁche Freshservice is fundamentally a case management system that also has the capability to integrate with third-party tools, such as Laserﬁche. There is potential to develop a custom application designed to push or pull data from Laserﬁche. This functionality allows end users to eithersubmitrequestsfromtheserviceportalwithattacheddocumentstobestoredinLaserﬁche or to request document access. In the latter scenario, an agent would then retrieve the relevant document from Laserﬁche. The details and extent of this integration will be determined in the discoveryphase. DataIntegrationandReporting Freshservice has Integration capabilities built within the platform to empower the County to support its existing systems within the solution seamlessly. Overall, you can use the following strategiestoaccomplishthis: Standardout-of-the-boxintegrations:Freshworksoffersanextensivemarketplacewithover 1000+out-of-the-boxintegrationsthatcustomersareabletoutilize: https://www.freshworks.com /apps/ REST APIs: Freshservice APIs belong to the REpresentational State Transfer (REST) category. This means thattheycanbeusedtoperform"RESTful"operationslikereading,modifying,adding, ordeletingdatabetweenFreshserviceandexternalApplications. https://api.freshservice.com/ Webhooks: Your support team can integrate with other tools using webhooks. Through webhooks, you can push data to third-party applications securely and reliably. Freshworks also supports a native integration to our help desk and customer success solutions. The platform ©FreshworksInc.2024.A llrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 14 supports two-way sync where you can view support tickets in real-time and empower account managerswithrichcustomerdatawithinFreshservice. Custom Apps: Freshworks provides a full SDK thatyoucanusetodevelopcustomappst hatcan integrate to 3rd party software apps and pull in relevant data in Freshworks. For more involved integrations, we can help you build a custom application with middleware solutions to exchange datawithothersystems. https://developers.freshservice.com/docs/quick-start/ Serverless Apps: The Freshworks app development platform includes a serverless environment to enable you to create apps that run in response to events. You can alsouseserverlessappsto create custom automations, data synchronization, alerts and notiﬁcations, and server method invocation. https://developers.freshservice.com/docs/quick-start/ Reporting The analytics module in Freshservice allows you to generate intuitive reports for your service desk. Using analytics, you can use run-time ﬁlters on curated reports and export them as CSV ﬁles.Wehavemultiplecuratedreportsforyoutochoose,someofwhichare • AgentPerformance • DashboardOverview • HelpdeskataGlance • HelpdeskLoadAnalysis • ServiceRequestReports • SLAViolationsOverview • TasksOverview • TicketsBacklog • UsersOverview In addition to curate reports, you will be able to generate speciﬁed reporting to get a better understandingofthedatawithinFreshservice. . ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFre shworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 15 Dashboards Freshservice's Analytics module lets admins and agents create ad hoc dashboards. These dashboardscanbeeasilyﬁlledwithwidgets(whichcanbedraggedandadded)capturingrelevant insights. The sizes of these widgets, the chart type, ﬁlters, and all related factors can be easily customized from an intuitive interface. These dashboards can be scheduled to reach stakeholders’ inbox in a PDF format in any frequency – daily, weekly, monthly. Thesereportscan also be readily exported to analysis tools like Excel, Power BI, etc. through Freshservice integrationcapabilities. WithFreshserviceReportingandAnalyticsmodule,youcan: Measure case management performance: Drive case management eﬃciency by identifying bottlenecks and keeping track ofkeyperformanceindicators(KPIs)withpre-deﬁnedreports.Stay on top of SLAs by organizing the insights you discover into tailored reports. Easily identify and resolve issues, plan your investments by viewing the real-time data as presentations, and share thereportsbyvariousﬁltersorformatsofy ourchoice. Gain insights into all modules: Leverage reports based on different impacts, groups, types, associations, or even departments to pinpoint areas of improvement and keep a tab of its performance with periodic checks. Make quick, informed decisions with accurate data acrossall modulesintheservicedesk. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 16 Visualize reports for greater visibility: Provide clarity into the data youwanttoseeorpresentby usingthedatavisualizationengine.Withautomaticrecommendationsaswellastheoptiontouse Smartboards to browse interactive visualizations, view or present the analytics you require for greater understanding. Easily break down insights, plan better, and improve your case managementperformance. Systemnotiﬁcations Role-baseduserpermissions/vie ws Freshservice access or Role management enables organizations todeﬁneCustomrolesthatcan be created to control the access based on the person's role. Thisensuresthatonagranularlevel only those with the correct permissions have access or visibility into the areas of the Case Management solution, or processes that are relevant to them based on their function within the organization. Freshservice also supports role-based access controls within the self-service portal.Anenduser can access only the functionalities as per their access privileges as conﬁgured by your admins. Certaindataﬁeldscanberestrictedfrombeingviewedbasedontheloginrole. SystemAdministration WorkﬂowAdministration/Conﬁguration Freshservice offers a no-code, drag and drop workﬂow engine to enable organizations to quickly and easily build workﬂows based on your deﬁned business rules and processes. The system administrator(s) can conﬁgure workﬂows to automate rules to meet the diverse business needs of the County. This could involve creating cases, routing cases,updatingofcaseﬁelds,triggering ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 17 webhooks, routing approvals, sending notiﬁcations, or performing any action based on a given condition/businessrule.Belowwehaveprovidedsamplescreenshotsofademoinstance. ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 18 Role-basedUserManagement Freshservice supports role-based access controls and access to the self-service portal is governed by these controls. An agent or end-user is able toaccessonlythefunctionalitiesasper their access privileges as conﬁgured byyouradmins.Youcanconﬁguredifferentlevelsofaccess for different needs. You can assign a particular role to the agents or users belonging to a particular group or department in the organization and also create a resolver group in Freshservice, with this personnelbeingapartofthisgroup.InFreshservice,younolongerhaveto create an agent proﬁle or a role from scratch. You can simply ﬁnd the closest agent or role, hit Clone,andyou'reallset! Outofthebox,thefollowingrolesareavailableinFreshservice: • CaseAgent • Supervisor/Manager • Admin • AccountAdmin CustomRoles In addition to the default roles, custom roles can also be created with appropriate access by modules. Custom roles in Freshservice let you createproﬁlesforagentsanddictatee xactlywhat you want each agent to see, do, and act on in your case management software. You can deﬁne thelevelofaccessthatagentswillhaveoneachrolewithrespectto: • :Cantheagentview,forward,replytoacas e? • Announcements:Cantheagentcreateanannouncement? • Solution:Cantheagentcreateacategoryorpublishasolution? • Reports:Cantheagentgeneratereports? • Admin:Whatlevelofadminaccesswillthisagenthave? 2.MandatoryRequirements A. Document management system compatible with Laserﬁche, Microsoft Windows10and11, Exchange/Outlook, Word, Teams and Adobe Acrobat Reader and Pro, for a variety of practice areas, including but not limited to litigation, long term projects, contract review, and transactionmatters. [FreshworksResponse] ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 19 Freshservice is a case management system which canbeintegratedwithanECMlikeLaserﬁche tobringdocuments(litigation,longtermprojects,contractsetc)withinyourhelpdesk. PleaserefertoCorrespondenceandDocumentTrackingformoreinformation B. Case and data conversion compatible with Laserﬁche. If the case management system is also a database, we will need to import or migrate data from Laserﬁche to the new case management system. If the case management system is not a database, we need a case management system or software that involves both establishing compatibilitywithLaserﬁche and also facilitating the exchange of information between the envisioned case management systemandLaserﬁche. [FreshworksResponse] Freshworks provides public documentation of our developer SDKs as well as APIs. Using our powerful, open APIs and SDK capabilities, Freshservice can integrate with a variety of external, third party systems. We can develop a custom application to push / pull information between Freshservice and Laserﬁche. Freshservice's APIs belong to the REpresentational State Transfer (REST) category. This means that they can be used to perform "RESTful" operations such as reading, modifying, adding or deleting data from a service desk. The below links take you to our A-ZdeveloperguideandourcomprehensivelistofAPIendpoints,respectively: *https://developers.freshservice.com/docs/quick-start/ *https://api.freshservice.com/v2/ PleaserefertoCorrespondenceandDocumentTrackingformoreinformation C.Securityfeaturestoprotectconﬁdentialinform ation. [FreshworksResponse] SecureHosting Freshworks is recognized as a market leader in customer and employee engagement solutions. Our helpdesksolution,Freshservice,followsthe“outofthebox”modelandr eliesonconﬁguration, notoncoding,resultinginaneasy-to-useandscalablesolution.Itisamulti-tieredservice-oriented architecture that is designed to be highly scalable, responsive, and fault-tolerant. Freshservice is hosted on Amazon Web Services (AWS), ahighlyresilientarchitecturethatoffersmorescalability when hosting your data in the cloud environment. This allows you to handle at least 20K+ messages with ease. AWS is also exceptional with highly scalable DNS that routes users to the best end-point basedonlatency,geo-proximity,andotherconsiderations.Thisarchitectureisbuilt ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 20 with sturdiness and endurance factors inmindthatensurethehighavailabilityoftheproductand data. The dataretentionperiodsdeletion/exportoptionsarepartoftheTermsofServiceavailable at www.freshworks.com/terms. After a retention period, data will be securely removed from production servers and our encrypted backup. All customer data isstoredandprocessedinAWS data centers. AWS classiﬁed all storage media as conﬁdential and accordingly has a stringent security process to scrub and degauss all its storage media before it is retired or removed from the premises for maintenance. The process is covered as part of AWS's several independent securitycertiﬁcationprocesses. GDPRCompliance Freshworks is committed to providing secure products and services by implementing and adhering to requirements under GDPR,bothasadatacontrollerandprocessor.Freshworkshasa comprehensive GDPR program headed by the legal team with assistance from the information security team, whichissupportedbykeyprivacyprinciples-Accountability,PrivacybyDesignand Default, Data Minimization, and Subject Access Rights. Programs, projects, and processes at Freshworks are aligned to GDPR Privacy Principles right from the inception of an idea orproject, therebysupportingPrivacybyDesignandDefaultprinciples. Freshworks privacy practices, both as a controller and a processor, can be found at https://www.freshworks.com/privacy/. As a processor, Freshworks offers a data processing addendum online to its customers (controllers) at the Freshworks Data Processing Addendum page linked here - https://www.freshworks.com/data-processing-addendum/, as part of the sign-uptermsandconditions. Freshworkshascompletedthef ollowingaspartoftheGDPRimplementation: 1. Dataprivacyimpactassessmentwhileemployingnewtechnologies 2. MaintainingDataProcessingRecords 3. Sub-processordue-diligence 4. Privacy-by-design with product features that also enable our customers to comply with theirobligationsunderGDPR 5. Monitoringandgovernanceprocess 6. Periodicreviewsofpoliciesandproceduresapplicabletodataprotection D.CourtcalendarcasemanagementandintegrationfeatureswithMicrosoftExchange/Outlook and Teams. In addition, we require the ability to calendar and track deadlines related to administrative hearings and meetings. The systemmustalsopermitadministrativeaccessfor supervisors to monitor, track and create reports regarding the status of open work controls andcases. [FreshworksResponse] ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 21 MS Exchange integration : Freshservice has native integrations with MS Exchange 2013 and all subsequent versions including Exchange Online. Freshservice offers integrations with all major email servers including Exchange Server, Oﬃce 365, andGoogleMailServers,andyoucansetup your helpdesk email address inanyrequiredmailserverusingacustommailbox.Approvalemails andnotiﬁcationscanbetriggeredusingtheconﬁguredmailserver. Formoreinformation:https://www.freshworks.com/apps/freshservice/ms_exchange_-_orch/ https://support.freshservice.com/en/support/solutions/ar ticles/50000003250-integrating-with-mi crosoft-oﬃce-365 Oﬃce 365 Calendar : The integration between Freshservice and Oﬃce 365 Calendar allows agents to sync scheduled Tasks in Freshservice with their Oﬃce 365 Calendar account in real-time. This allows them to know what their schedule looks like if service desk activities are addedontopoftheirnon-servicedeskactivities,suchasteammeeting s. In addition, if agents need to meet the requester to resolve anissue,theycanschedulemeetings with requesters at a mutually convenient time from right within the case interface. Freshservice willautomaticallysuggestthebesttimesbasedontheagentandrequester'sschedules. MS Teams integration : Collaboration apps play an integral role in fostering a streamlined platform for teams to work together. Freshservice seamlessly integrates with MicrosoftTeams, making case resolution faster than ever before by bringing your case context right into your collaboration platform. The integration also simpliﬁes the service-request approval process by enabling one-click approvals. You can now bring your conversation from MS Team into Freshserviceandhaveitappendedtoea chcase. The Microsoft Teams integration comes with our Virtual Agent, aka ServiceBot, which can push notiﬁcations to Microsoft Teams about new cases to agents or groups or be used to update or respond to cases. With streamlined updates about cases being piped into Microsoft Teams, agentscancollaborateandrespondtocasesfasterwithouthavingtotogglebetweenwindows. E. Case statistics, tracking and ﬁscal reporting functions. The system must be able to track and generate reports regarding the length of time matters remain open by attorney and work areas; the ability to create a work/case summary, and costs associated with a particular case or matter. The system must allow us to assess workload, case status, and easily identify potentialbudgetshortfalls. [FreshworksResponse] Reporting and Analytics inside Freshservice allow you to generate intuitive reports and dashboards for your service desk. The Analyticsmoduleconsistso fwidgets,whichareanalytical charts that display data in aparticularvisualformat(piechart,barchart,bargraph,etc.).Widgets ©FreshworksInc.2024.Allrightsreserved Freshworks' online terms and conditions applytoanyprovisionofFreshworks'services,unlesssupersededbyaMasterServices Agreement(MSA)signedbybothparties. 22 measure metrics across variousmodulesthatareavailablewithinthecasesolu tion.Youmayuse pre-builtwidgetsthatcomeoutoftheboxorbuildyourownwidgetsbasedonthemetricsyouare looking to track. You may include multiple visualizations of these widgets and consolidate them intoauniﬁedview. PleaserefertoReportingand Dashboardsinthisdocumentformoreinformation F.Publicrecordsrequestmanagement. [FreshworksResponse] You can create a service request item in your service catalog for end userstoraiserequestsfor Public records. The service catalog comes with dynamic and intuitive forms that lets you customize the ﬁelds. Once an enduserraisesarequest,at icket/caseiscreatedagainstitwithin Freshservice and the case is routed to the right agent / agentgroup.Theagentcanreplybackto the customer from thesameinterfaceattachingthedocumentorlinktoaccessthepu blicrecord. Youcanensurethatonlyloggedinenduserscanraisesuchrequests. G. Secured data storage on-siteandoff-siteoptionsandallassociatedcosts.Ifthisinvolvesa subcontractor and/or third