Customer Service Management

Question 1

Customer Service Management allows support to external customers by offering omni channel support including what?

Answer 1

Self - Service

Phone

Chat

Virtual Agent

Email

Event Monitoring

Social Media

Question 2

Customer Service Management extends ____ to the external customer

Answer 2

Service Management, Thus allowing request/change/workflows ect…

Question 3

What are some of the things that customers can do via the customized Customer Service Portal?

Answer 3

Report an issue

Visit the Service Catalog

Get Help (request or incident)

Ask the Community

View Open Cases

Live Chat

Ask a Question

Knowledge Base

Question 4

What is the purpose of the Agent Workspace?

Answer 4

Single interface that contains all tasks. Takes agent functionality available and puts features into a multi-tab interface.

This helps agents to efficiently manage multiple cases, accounts, customers, and consumers

Question 5

What is Intelligent Routing?

Answer 5

A way to automatically assign work items to agents based on availability, capacity, and skills

Question 6

What is the function of Case Management

Answer 6

create and route cases, manage customer information and interactions, monitor case activity (including case status and SLAs) and work to resolve customer issues.

Use response templates and search tools to search the knowledge base and community and provide, timely, informative responses to customers.

Question 7

What does Customer data management do?

Answer 7

Provide your agents with a view of customer accounts and contacts, consumers, entitlements, contracts, products, assets, and install bases

Question 8

what is Major Issue Management?

Answer 8

This is how to escalate a case when it impacts multiple customers on a wide scale.

A childe case is then created for each affected customer for tracking and providing updates