Set up communication channels

An overview of the tasks involved in setting up communication channels.

Before you begin

Role required: admin

About this task

Customers interact with customer service agents using several different communication channels, including web, email, chat, phone, and social media. Each channel requires some setup and configuration.

Procedure

  1. Set up the desired Customer Service web channel. This is a web interface that your company can use to provide information and support to customers.
    • Two versions of the customer portal are available: the Customer Service Portal, which is based on the Service Portal application and requires the Customer Service Portal plugin (com.glide.service-portal.customer-portal), and the customer portal, which is based on the Content Management System and is included with Customer Service Management.
    • The Consumer Service Portal is a web interface that your company can use to provide information and support to consumers. This portal is also based on the Service Portal application and requires the Consumer Service Portal plugin (com.glide.service-portal.consumer-portal).
  2. Set up the Customer Service email channel.
    Using the email communication channel, customers can send emails to create new cases and update current cases as well as receive email updates from customer service agents as cases progress. Customer Service Management uses the Email Accounts application to create and maintain email accounts. Create multiple incoming email addresses that customers can use to communicate with customer service agents. One outgoing email address can also be created.
  3. Set up the Customer Service chat channel.
    The chat communication channel uses the Connect Support messaging feature to provide chat capability from the customer portal.
  4. Set up the Customer Service phone channel.
    External customers can also reach out to customer service agents using the phone communication channel. Customer Service Management uses both Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers, as well as the Notify application and the Twilio Voice product.
    OpenFrame is included with Customer Service Management. The CTI Softphone plugin (com.snc.cti) and the Customer Service CTI Demo Data (com.snc.customerservice_cti_demo) plugin must be activated separately. The Notify plugin (com.snc.notify) is activated as part of the CTI Softphone plugin.
  5. Set up the social media integration feature to support case resolution through social media channels.