Using Customer Service Management

  • Release version: Washingtondc
  • Updated February 8, 2024
  • 3 minutes to read

    • Agents and managers can use Customer Service Management application to create cases for customers, route cases to agents with the required skills and availability, manage customer information and case activity, and connect with other applications and departments to assist with case resolution.

    In addition, agents and managers can use multiple features and applications along with Customer Service Management to assist customers and resolve cases.

    Table 1. Using Customer Service Management
    Topic Description
    Manage customer service cases Customers service agents and managers can create and route cases; manage customer information and interactions; monitor case activity, including case status and SLAs; and work to resolve customer issues.
    Using CSM Configurable Workspace in Customer Service Management Use the CSM Configurable Workspace and the CSM Agent Workspace to create and work on cases, view customer and product information, communicate with customers, and use features such as:
    • Lookup and verify
    • Knowledge search
    • Response templates
    • Guided decisions
    • Recommended actions
    Using Playbooks for Customer Service Management and Using Playbooks for Portals Customer service agents and customers can use playbooks, which provide step-by-step guidance, to complete the tasks and activities needed to resolve specific types of cases.
    Use Task Intelligence for Customer Service Use the Task Intelligence features to create field prediction and sentiment models, review and submit values extracted by Document Intelligence, and review task intelligence analytics and prediction history.
    Using customer access management Add multiple contacts and consumers to cases, install base items, and sold products and provide them with varying levels of access to case details.
    Using Proactive Customer Service Operations Monitor your customers' products and services to identify issues proactively, inform the affected customers, and fix issues quickly.
    Using Walk-up Experience Use the Walk-up Experience feature to check-in at a walk-up location, book appointments from the customer service portal, and monitor queues.
    Using Auto-Responder for case deflections Deflect cases by automatically sending relevant content through the Auto-Responder feature after a customer contact or consumer creates a case.​
    Using Outsourced Customer Service Outsourced Service Providers (OSPs) are organizations that an enterprise engages to provide customer service to external customers. The OSPs manage cases for customers associated to their organization.
    Using Chat Zoom Connector Initiate a Zoom meeting directly from a chat by using the Chat Zoom Connector application.
    Using Microsoft Outlook with CSM Integrate Customer Service Management with Microsoft Outlook to perform tasks such as managing contacts and cases from within Microsoft Outlook.
    Using Customer Data Models for B2B2C With the B2B2C model, organizations across industries can easily configure multi-level customer relationships and support business customers who, in turn, support their end consumers.
    Using the Customer Service Portal Use the Customer Service Portal to search for information about a question or an issue, view relevant content, or request assistance from a customer service agent.
    Using the Consumer Service Portal Use the Consumer Service Portal to provide information and support to consumers and households.
    Using the Business Location Service Portal Use the Business Location Service Portal (BLSP) available with the Customer Service Management (CSM) application as a one-stop shop to manage the internal and external business locations.
    Using the Business Location 360 Enable customer service agents to get a comprehensive, 360-degree view of the business location issues, so that they get the required contextual data to effectively resolve the reported issues within the Customer Service Management (CSM) application.
    Using Conversational Appointment Booking Customers can initiate an appointment booking conversation in a chat on your support portal using a Virtual Agent, and Agents can use Autopilot to display Virtual Agent topics during conversations.
    Using Omnichannel Callback for Customer Service Management The Omnichannel Callback for Customer Service Management app enables a callback option for customers when there’s a long wait time for a live agent.
    Mobile experience for Customer Service Management

    Manage customer service cases from a mobile device with the Customer Service Management mobile application. Stay connected and access information in real time to complete tasks quickly.
    Time recording for Customer Service Management

    Customer service agents can review time worked on cases and case tasks.
    Managing agent calendar Customer service agents and field service technicians can use the agent calendar to see work schedules and assignments and also add personal events such as meetings or appointments.
    Install base work plans

    Create install base work plans to get the details that are related to install base items. Work plans help you to create and maintain the basic details of install base items and also plan for regular and timely maintenance.
    Using Customer Contracts and Entitlements Generate entitlements and service contracts to work on services when an order is placed and sold product is generated.