Contents Customer Service Management Previous Topic Next Topic Case management Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share Case management Configure the Customer Service Management features and components that agents and managers use to create and resolve cases. The customer service case is the primary entity of the customer service application. An agent creates a new case to identify a customer's question or issue and to track the activities related to resolving the issue. An agent also uses a case to track all of the communication to and from the customer, including the communication channels being used. Case activities include any action that is taken to resolve an issue. This can include phone calls or emails, knowledge base research, conversations with subject matter experts, and dispatch requests to field service agents, as well as other activities. From the Case form, an agent can associate and store the related information, such as the customer's name, phone number, and company; account information; product and asset information; service contract and entitlement details, and any associated service level agreements (SLAs). Configure the Case formConfigure a Case form view to display the fields you require.Create rules to route and assign customer service casesThe case routing feature uses matching rules and assignment rules to identify customer service cases that meet certain conditions and then route those cases to customer service agents. Assignment workbenchThe assignment workbench enables customer service managers to assign tasks to agents efficiently and intelligently. The workbench uses configurable criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking. Managers can view these results and click one button to assign a task.Special handling notesUse the Special Handling Notes application to create notes that bring important information about individual records to the user's attention. Case and account escalationUse the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues. Case action statusUse the case action status feature to indicate the status of cases in the Case list. With this feature, customer service agents can easily identify cases that need attention and quickly prioritize their work. Automatically close customer service casesCustomer service cases in the Resolved state can be closed automatically if customers do not take any action. On this page Send Feedback Previous Topic Next Topic
Case management Configure the Customer Service Management features and components that agents and managers use to create and resolve cases. The customer service case is the primary entity of the customer service application. An agent creates a new case to identify a customer's question or issue and to track the activities related to resolving the issue. An agent also uses a case to track all of the communication to and from the customer, including the communication channels being used. Case activities include any action that is taken to resolve an issue. This can include phone calls or emails, knowledge base research, conversations with subject matter experts, and dispatch requests to field service agents, as well as other activities. From the Case form, an agent can associate and store the related information, such as the customer's name, phone number, and company; account information; product and asset information; service contract and entitlement details, and any associated service level agreements (SLAs). Configure the Case formConfigure a Case form view to display the fields you require.Create rules to route and assign customer service casesThe case routing feature uses matching rules and assignment rules to identify customer service cases that meet certain conditions and then route those cases to customer service agents. Assignment workbenchThe assignment workbench enables customer service managers to assign tasks to agents efficiently and intelligently. The workbench uses configurable criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking. Managers can view these results and click one button to assign a task.Special handling notesUse the Special Handling Notes application to create notes that bring important information about individual records to the user's attention. Case and account escalationUse the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues. Case action statusUse the case action status feature to indicate the status of cases in the Case list. With this feature, customer service agents can easily identify cases that need attention and quickly prioritize their work. Automatically close customer service casesCustomer service cases in the Resolved state can be closed automatically if customers do not take any action.
Case management Configure the Customer Service Management features and components that agents and managers use to create and resolve cases. The customer service case is the primary entity of the customer service application. An agent creates a new case to identify a customer's question or issue and to track the activities related to resolving the issue. An agent also uses a case to track all of the communication to and from the customer, including the communication channels being used. Case activities include any action that is taken to resolve an issue. This can include phone calls or emails, knowledge base research, conversations with subject matter experts, and dispatch requests to field service agents, as well as other activities. From the Case form, an agent can associate and store the related information, such as the customer's name, phone number, and company; account information; product and asset information; service contract and entitlement details, and any associated service level agreements (SLAs). Configure the Case formConfigure a Case form view to display the fields you require.Create rules to route and assign customer service casesThe case routing feature uses matching rules and assignment rules to identify customer service cases that meet certain conditions and then route those cases to customer service agents. Assignment workbenchThe assignment workbench enables customer service managers to assign tasks to agents efficiently and intelligently. The workbench uses configurable criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking. Managers can view these results and click one button to assign a task.Special handling notesUse the Special Handling Notes application to create notes that bring important information about individual records to the user's attention. Case and account escalationUse the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues. Case action statusUse the case action status feature to indicate the status of cases in the Case list. With this feature, customer service agents can easily identify cases that need attention and quickly prioritize their work. Automatically close customer service casesCustomer service cases in the Resolved state can be closed automatically if customers do not take any action.
