Configure communication channels
Configure communication channels to provide users with options to email, call, or chat with your teams for help. You can also integrate with social media.
Before you begin
Role required: admin
About this task
You have the following options for setting up communication channels:
Procedure
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Set up the Customer Service email channel.
Customers can send emails to create new cases and update current cases as well as receive email updates from agents as cases progress. Customer Service Management uses the ServiceNow email accounts feature to create and maintain email accounts.
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Set up the Customer
Service phone channel.
External customers can reach out to customer service agents using the phone communication channel. Customer Service Management uses both Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers, as well as the Notify application and the Twilio Voice product.OpenFrame is included with Customer Service Management. The CTI Softphone plugin (com.snc.cti) and the Customer Service CTI Demo Data (com.snc.customerservice_cti_demo) plugin must be activated separately. The Notify plugin (com.snc.notify) is activated as part of the CTI Softphone plugin.
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Set up the Customer
Service chat channel.
The chat communication channel uses the Connect Support feature to provide chat capability from the Customer Service Portal and Consumer Service Portal. You can also enable Virtual Agent to create or use predefined chatbot topics (conversations) for your users.
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Set up the social media integration feature to support case resolution through
social media channels.
- Create a social media profile for an account, contact, or consumer.
- Create a social media log entry for a case.