Customer Service Management

Use the Customer Service Management applications to provide your customers with multiple methods of engagement and collaboration, omni-channel communication, product knowledge and notifications, quick response to questions and issues, and efficient case resolution.

The Customer Service Management application provides the core of the customer service solution. This application enables you to provide service and support for your external customers through communication channels such as web, email, chat, telephone, and social media. Use the personalized self-service web portal to provide information and assistance. Create cases as needed and automatically route cases to available customer service agents with the required skills, availability, and location. Connect customer service agents to other departments to assist with case resolution.

These applications integrate with Customer Service Management to provide additional customer information and support:
  • The Field Service Management application helps organizations manage work tasks of any kind that need to be performed on location. Use Field Service Management to match tasks to agents based on agent skills, geographic territory assignments, and available inventory. Agents complete assigned tasks and then record the details, including travel and work time.
  • The Knowledge Management application enables the sharing of information in knowledge bases. These knowledge bases contain articles that provide users with information such as self-help, troubleshooting, and task resolution. Knowledge Management supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.
  • The Notify application allows you to integrate with telephony providers such as the Twilio service to manage phone calls and SMS messages from within your instance.
  • OpenFrame provides a communication frame that customers can use to integrate telephony systems into the Now Platform. The OpenFrame API can be used to communicate between the Now Platform and the domain opened in the OpenFrame window.