Set up communication channels

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

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.

   • Set email communication channel properties.
   • Configure one or more email addresses.
   • Configure an email address for a product.
   • Configure an email subject line prefix.
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.

   • Configure the customer service chat queue.
   • Add an agent to the chat support assignment group.
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.

   • Set up the phone communication channel.
   • Associate a phone number with a workflow.
   • Create an OpenFrame configuration.
5. Set up the social media integration feature to support case resolution through social media channels.
   • Create a social media profile for an account, contact, or consumer.
   • Create a social media log entry for a case.