Customer Service
Manage accounts with insight and collaboration
Boost agent productivity with a familiar user interface that is natural and personal.
Create business connections across CRM activities and entities. Build teams with
users from multiple business units to own records and assigned roles. Audit changes
to business data with automatic notification. Enable role-based access and permissions
to accounts and data.
Enhance customer service with insightful, actionable intelligence
Track and measure performance for organizations, business units, teams, and individuals.
Use inline visualizations for ad-hoc drilldown into key performance indicators (KPI).
Stay current with dashboards of customizable real-time analytics. Import and export
Microsoft Office Excel spreadsheets in real time. Use built-in reports or customize
with Report Wizard.
Respond to cases quickly and precisely
Respond to cases faster with access to complete case and customer data. Use guided
business processes and scripted dialogues to deliver fast and precise service. Manage
cases across individual and team queues that are user friendly and configurable.
Personalize data views, dashboards and navigation; pin favorites to workstation.
Flexibly manage cases across channels for customer convenience.
Simplify contract management
Simplify contract management to develop and revise customized customer contracts.
Use workflow to trigger activities to help agents consistently deliver the right
level of service. Gain actionable insight to help agents sell more service and support
contracts. Give agents real-time access to views of service eligibility for each
customer.
Get the right information at the right time
Increase first contact resolution with the built-in knowledge repository. Speed
case handling by making it easy to find information with familiar tools. Avoid duplicated
efforts by using cross-channel knowledge and collaboration. Use familiar and graphical
tools to track and monitor the flow of knowledge.
Deliver notifications and alerts through mobile devices. Manage and update service
schedules and appointments. Access and send CRM customer service data via any web-enabled
device. Drag and drop configuration and forms design for mobile devices.
Schedule services and resources to serve customers effectively. Save time with familiar
and easy scheduling tools. Stay connected across teams with a centralized view of
service calendars and resources. Use familiar tools to set up and manage reoccurring
appointments in CRM.
Save time and money by allocating items to queues based on inquiry type or any custom
entity. Automatically assign activities to specific agents or teams; define role-based
and security-based views. Establish rules-based approvals and escalation to route
cases to the right person. Personalize workflow with point-and-click tools; use
conditional branching and nesting.