Contents Customer Service Management Previous Topic Next Topic Foundation data 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 Foundation data Customer services cases store a variety of customer information such as accounts and contacts, consumers, assets, products, and service contracts. The Customer Service Management application also stores information about account and contact relationships. Configuring this foundation data enables agents to quickly and easily access case-related information. Each type of customer information is considered an entity with its own particular attributes. For example, the customer service case is the primary entity of the Customer Service management application. Agents use cases as the main tool for tracking and resolving customer questions and issues. Customer information is linked to a case as associated entities, including accounts, assets, and service contracts. This provides the customer service agent with easy access to a customer's information. All of these entities make up the foundation data for the Customer Service Management application. To configure foundation data: Create or import data for associated entities. Assign roles to groups or to individual users. Create service contracts and entitlements. Create customer relationships, asset relationships, and account teams. For Business-to-business (B2B) customers, configure these entities: Accounts Contacts Users and groups (agents and managers) Product models and assets Service contracts Entitlements Customer relationships Asset relationships Account teams For Business-to-consumer (B2C) customers, configure these entities: Consumers Users and groups (agents and managers) Product models and assets Create customer and consumer informationCustomer information includes the account and contact information for a customer or partner. Consumer information includes the name, phone number, and one or more addresses for a consumer. Create contracts and entitlementsContracts and entitlements define the type of support that a customer receives. Create service level agreementsA service level agreement (SLA) is a record that specifies the time within which service must be provided. Create product dataSet up customer product data to give customers and customer service agents a common understanding of the products and assets being used at a customer site.Create customer relationshipsThe Customer Service Management application provides the ability to establish different types of relationships between partners, customers, and contacts. Create asset contact relationshipsAssign an asset to a customer contact who is responsible for managing that asset. Create account teamsAccount teams are made up of both employees and customer contacts who fulfill specific jobs or roles for a particular account. Set up install baseTrack which products and services have been purchased by a customer, how they have been installed or provisioned, along with the detailed configuration for each installed item. On this page Send Feedback Previous Topic Next Topic
Foundation data Customer services cases store a variety of customer information such as accounts and contacts, consumers, assets, products, and service contracts. The Customer Service Management application also stores information about account and contact relationships. Configuring this foundation data enables agents to quickly and easily access case-related information. Each type of customer information is considered an entity with its own particular attributes. For example, the customer service case is the primary entity of the Customer Service management application. Agents use cases as the main tool for tracking and resolving customer questions and issues. Customer information is linked to a case as associated entities, including accounts, assets, and service contracts. This provides the customer service agent with easy access to a customer's information. All of these entities make up the foundation data for the Customer Service Management application. To configure foundation data: Create or import data for associated entities. Assign roles to groups or to individual users. Create service contracts and entitlements. Create customer relationships, asset relationships, and account teams. For Business-to-business (B2B) customers, configure these entities: Accounts Contacts Users and groups (agents and managers) Product models and assets Service contracts Entitlements Customer relationships Asset relationships Account teams For Business-to-consumer (B2C) customers, configure these entities: Consumers Users and groups (agents and managers) Product models and assets Create customer and consumer informationCustomer information includes the account and contact information for a customer or partner. Consumer information includes the name, phone number, and one or more addresses for a consumer. Create contracts and entitlementsContracts and entitlements define the type of support that a customer receives. Create service level agreementsA service level agreement (SLA) is a record that specifies the time within which service must be provided. Create product dataSet up customer product data to give customers and customer service agents a common understanding of the products and assets being used at a customer site.Create customer relationshipsThe Customer Service Management application provides the ability to establish different types of relationships between partners, customers, and contacts. Create asset contact relationshipsAssign an asset to a customer contact who is responsible for managing that asset. Create account teamsAccount teams are made up of both employees and customer contacts who fulfill specific jobs or roles for a particular account. Set up install baseTrack which products and services have been purchased by a customer, how they have been installed or provisioned, along with the detailed configuration for each installed item.
Foundation data Customer services cases store a variety of customer information such as accounts and contacts, consumers, assets, products, and service contracts. The Customer Service Management application also stores information about account and contact relationships. Configuring this foundation data enables agents to quickly and easily access case-related information. Each type of customer information is considered an entity with its own particular attributes. For example, the customer service case is the primary entity of the Customer Service management application. Agents use cases as the main tool for tracking and resolving customer questions and issues. Customer information is linked to a case as associated entities, including accounts, assets, and service contracts. This provides the customer service agent with easy access to a customer's information. All of these entities make up the foundation data for the Customer Service Management application. To configure foundation data: Create or import data for associated entities. Assign roles to groups or to individual users. Create service contracts and entitlements. Create customer relationships, asset relationships, and account teams. For Business-to-business (B2B) customers, configure these entities: Accounts Contacts Users and groups (agents and managers) Product models and assets Service contracts Entitlements Customer relationships Asset relationships Account teams For Business-to-consumer (B2C) customers, configure these entities: Consumers Users and groups (agents and managers) Product models and assets Create customer and consumer informationCustomer information includes the account and contact information for a customer or partner. Consumer information includes the name, phone number, and one or more addresses for a consumer. Create contracts and entitlementsContracts and entitlements define the type of support that a customer receives. Create service level agreementsA service level agreement (SLA) is a record that specifies the time within which service must be provided. Create product dataSet up customer product data to give customers and customer service agents a common understanding of the products and assets being used at a customer site.Create customer relationshipsThe Customer Service Management application provides the ability to establish different types of relationships between partners, customers, and contacts. Create asset contact relationshipsAssign an asset to a customer contact who is responsible for managing that asset. Create account teamsAccount teams are made up of both employees and customer contacts who fulfill specific jobs or roles for a particular account. Set up install baseTrack which products and services have been purchased by a customer, how they have been installed or provisioned, along with the detailed configuration for each installed item.
