Contents Customer Service Management Previous Topic Next Topic Configure Customer Service 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 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 dataCustomer 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 managementConfigure the Customer Service Management features and components that agents and managers use to create and resolve cases. Proactive Customer Service OperationsYou can proactively trigger case workflows and notify affected customers to improve customer experience, solve issues faster, and lower inbound call volume.Service Management integrationCustomer 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 channelsCustomers interact with customer service agents using several different communication channels, including email, phone, and chat. Customer Service PortalCustomize the Customer Service Portal to support your business-to-business (B2B) customers. Consumer Service PortalCustomize 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 PortalsMulti-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 propertiesUse system properties to customize the Customer Service Management application. On this page Send Feedback Previous Topic Next Topic
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 dataCustomer 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 managementConfigure the Customer Service Management features and components that agents and managers use to create and resolve cases. Proactive Customer Service OperationsYou can proactively trigger case workflows and notify affected customers to improve customer experience, solve issues faster, and lower inbound call volume.Service Management integrationCustomer 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 channelsCustomers interact with customer service agents using several different communication channels, including email, phone, and chat. Customer Service PortalCustomize the Customer Service Portal to support your business-to-business (B2B) customers. Consumer Service PortalCustomize 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 PortalsMulti-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 propertiesUse system properties to customize the Customer Service Management application.
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 dataCustomer 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 managementConfigure the Customer Service Management features and components that agents and managers use to create and resolve cases. Proactive Customer Service OperationsYou can proactively trigger case workflows and notify affected customers to improve customer experience, solve issues faster, and lower inbound call volume.Service Management integrationCustomer 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 channelsCustomers interact with customer service agents using several different communication channels, including email, phone, and chat. Customer Service PortalCustomize the Customer Service Portal to support your business-to-business (B2B) customers. Consumer Service PortalCustomize 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 PortalsMulti-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 propertiesUse system properties to customize the Customer Service Management application.
