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Foundation data

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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:
  1. Create or import data for associated entities.
  2. Assign roles to groups or to individual users.
  3. Create service contracts and entitlements.
  4. 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