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  • Release version
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    • Customer Service Management
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    Home New York Customer Service Management Customer Service Management Customer Service Management Configure Customer Service Management

    Configure Customer Service Management

    • Save as PDF Selected topic Topic & subtopics All topics in contents
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    Configure Customer Service Management

    Set up the Customer Service Management features, components, and integrations that you need to provide service and support to your customers.

    • 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.

    • Case management

      Configure the Customer Service Management features and components that agents and managers use to create and resolve cases.

    • Proactive Customer Service Operations

      Proactively trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume.

    • Service Management integration

      Customer Service Management provides an integration with the Request, Incident, Problem, and Change Management applications. This integration enables users to create request, incident, problem, and change records from a customer service case.

    • Manage skills

      Manage skill data in a central location for customer service agents and work items.

    • Communication channels

      Customers interact with customer service agents using several different communication channels, including email, phone, and chat.

    • Customer Service Portal

      Customize the Customer Service Portal to support your business-to-business (B2B) customers.

    • Consumer Service Portal

      Customize the Consumer Service Portal to support your business-to-consumer (B2C) customers.

    • View the number of bot-based sessions

      CSM portal usage sessions are billable to customers, but sometimes customers are unnecessarily charged for sessions generated due to bots, crawlers, and DDOS attacks. You can view the number of bot-based sessions to ensure that customers are not incorrectly billed.

    • Multi-factor authentication for Customer and Consumer Service Portals

      Multi-factor authentication, also known as two-step verification, is a security requirement that asserts a user enter more than one set of credentials.

    • Customer Service properties

      Use system properties to customize the Customer Service Management application.

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    Release version
    Choose your release version

      Configure Customer Service Management

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      Configure Customer Service Management

      Set up the Customer Service Management features, components, and integrations that you need to provide service and support to your customers.

      • 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.

      • Case management

        Configure the Customer Service Management features and components that agents and managers use to create and resolve cases.

      • Proactive Customer Service Operations

        Proactively trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume.

      • Service Management integration

        Customer Service Management provides an integration with the Request, Incident, Problem, and Change Management applications. This integration enables users to create request, incident, problem, and change records from a customer service case.

      • Manage skills

        Manage skill data in a central location for customer service agents and work items.

      • Communication channels

        Customers interact with customer service agents using several different communication channels, including email, phone, and chat.

      • Customer Service Portal

        Customize the Customer Service Portal to support your business-to-business (B2B) customers.

      • Consumer Service Portal

        Customize the Consumer Service Portal to support your business-to-consumer (B2C) customers.

      • View the number of bot-based sessions

        CSM portal usage sessions are billable to customers, but sometimes customers are unnecessarily charged for sessions generated due to bots, crawlers, and DDOS attacks. You can view the number of bot-based sessions to ensure that customers are not incorrectly billed.

      • Multi-factor authentication for Customer and Consumer Service Portals

        Multi-factor authentication, also known as two-step verification, is a security requirement that asserts a user enter more than one set of credentials.

      • Customer Service properties

        Use system properties to customize the Customer Service Management application.

      Tags:

      Feedback

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