Customer service business models
Customer Service Management provides different business models that you can use to support your business needs. Select a business model based on the type of services and support that you provide to your customers.
- Business-to-business (B2B) model
- In the business-to-business (B2B) model, an account is a supported external customer and a
contact is an employee of that account. With the B2B model, you can support accounts and
contacts and also set up:
- Customer relationships
- Account teams
- Business-to-consumer (B2C) model
- With the business-to-consumer (B2C) model, you can support individual consumers.
- Service Model Foundation
- The Service Model Foundation framework expands the business-to-business (B2B) and business-to-consumer (B2C) models and provides the flexibility and security needed to support:
- Business organizations with internal and external locations
- Households and consumers
- The relationships that exist between these entities
- Contributor users
- The contributor user model provides unified customer support for internal and external
customers. With this model, you can engage middle office teams resolve customer issues and
requests.
- Enable employees to request support for themselves and external customers.
- Enable service organizations to serve one another and external customers.
- Assign tasks to middle office agents who work on specific tasks that are required to resolve a case.