Telecommunications Customer 360 home page
Telecommunications Customer 360 consolidates customer information, interaction history, products, and billing into a single view. The view displayed is based on the record type which can be account, consumer, or contact.
To view the page, navigate to the CSM/FSM Configurable Workspace and select an account, consumer, or a contact from the List view.
- Insights: Displays an AI generated summary of the customer health and top customer issues.
- Data visualization card: Visualizations showing issues and CSAT score.
- Contact card: Primary account holder's account, contact, or consumer information.
- Customer history card: A timeline of past interactions across phone and chat channels. Additional interaction channels can be configured.
- Products card: Displays a list of all the sold products associated with the account, consumer, or contact.
- Billing card: Billing account details, invoices, and payment status for the account, contact, or consumer.
- All tasks card: Quick-create options for service problem cases, work orders, invoice cases, complaint cases, customer orders, and standard cases.
Related items
The Related items in the contextual sidebar provides quick access to related records and customer activity for the current account, consumer, or contact. Default related list items have been configured for account, consumer, and contact records but can be modified.
To configure the list of related items that appears, navigate to . Then select Account, Consumer, or Contact, add, or remove a related list from the view to update it in the contextual panel.
Tasks
- Service Problem Case: See Create a service problem case from the workspace.
- Case: See Create a service problem case in the Customer Service Portal.
- Customer Order: See Configuring Order Management.
- Work Order: See Create a work order.
- Complaint Case: See Case Playbook for Complaints.
- Invoice Case: See Create an invoice case.