Service Model Foundation overview
Summarize
Summary of Service Model Foundation Overview
Service Model Foundation provides a framework for modeling and managing the operational hierarchy related to CRM functions such as sales and customer service. It enhances the Customer Service Management data model and supports organizations with both internal and external locations, as well as the relationships between various entities involved in service delivery.
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Key Features
- Service Organization Structure: Create a comprehensive service organization that includes internal and external business locations.
- Agent Assignments: Assign customer service agents to specific business locations, granting them access to relevant cases and customer information.
- Relationship Management: Establish and manage relationships between agents and customers, as well as between consumers within households.
- Entities Included: The framework supports various entities including service organizations, internal and external business locations, customers (B2B and B2C), employees, and defined roles.
Key Outcomes
By implementing the Service Model Foundation, organizations can effectively structure their service delivery, enhance agent-customer interactions, and improve overall customer service management. This leads to increased operational efficiency and better alignment with business needs.
Plugins for Service Model Foundation
- Business Location Plugin: Activates support for physical business interactions.
- Customer Service Household Plugin: Manages customer service for households and their members.
Service Model Foundation provides a framework enabling customers to model and manage their operational hierarchy of the entities involved in offering CRM functions likes sales and customer service in alignment with their business needs.
The Service Model Foundation framework expands the Customer Service Management data model, including the install base model. It provides the flexibility and security needed to support business organizations with internal and external locations, households, customers and consumers, and the relationships that exist between these entities.
- Create a service organization structure that includes both internal and external business locations.
- Assign customer service agents to business locations and provide access to the cases and customer information in their business location hierarchy.
- Establish relationships between agents and specific customers that enable agents to manage cases and information for those customers.
- Establish relationships between consumers, including consumers who are members of the same household.
Entities included with Service Model Foundation
| Entity | Definition | Examples |
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| Service organizations | The internal and external entities that are involved in providing a service to customers. A service organization provides the base framework that supports the customer service value chain. This includes internal and external service organizations. You can extend the service organization to create new entities as needed. |
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| Internal business locations | The internal entities that belong to a service organization and are involved in providing goods and services. |
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| External business locations | The external entities that belong to a service organization and are involved in providing goods and services. |
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| Customers (B2B) | The external customers in the business-to-business model who use goods and services. |
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| Customers (B2C) | The external customers in the business-to-consumer model who use goods and services. |
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| Employees and staff members | The people who work at internal and external service organizations and assist customers. |
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| Roles | Job functions that are performed by various users in the service organization. |
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| Responsibility definitions | Definitions of the responsibilities that an agent can perform for a customer or that a consumer can perform for another consumer. Use these responsibilities to create relationships between agents and customers or between consumers. |
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| Relationships | Relationships that are created between agents and customers or between two consumers, are based on specific responsibilities. Use these relationships to provide additional access to data. |
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Plugins for Service Model Foundation
- Business Location
- Activate the Business Location plugin (com.snc.business_location) to enable support for businesses that interact with customers through physical channels such as stores, branches, franchises, and dealerships. This plugin automatically activates the Service Organization plugin (com.snc.service_organization).
- Customer Service Household
- Activate the Customer Service Household plugin (com.snc.household) to manage customer service for households. This plugin enables you to create households, define the members of a household, and identify relationships between household members. This plugin automatically activates the Customer Service Base Extension Entities plugin (com.snc.cs_base_extension).