Reduced inbound calls from customers Most Voted

Reduction in staff turnover

Major cases can be eliminated as there will be no Impact to customers

Reduced Mean Time To Resolve (MTTR) Most Voted

Guaranteed increase in customer satisfaction

A guaranteed reduction in call volume per month

Eliminate the need for more traditional performance analytics

Auto-generate clusters of cases that point to similar underlying issues

Create root cause solutions for similar cases

Close an upsell of related products and services not yet purchased by a customer Most Voted

See the detailed configurations of the products and services deployed for a customer to determine the action needed Most Voted

Trace Information provided in a case to the right product or service to which it relates

Monitor related operational services and configuration items that affect service health

B2C

B2B

Guide the customer toward industry best practices

Enforce customers to adapt their processes towards the baseline processes

Give the customers the data they need so they can make an informed decision

Any financial implication of a decision should be handled by the delivery and sales team

Engage with customers to gain deep understanding of their organization

Schedules

Use Cases

Stories

Personas

Store Apps

Update Sets

Through private scopes

Plugins

Can view assets belonging to their partner accounts

Can create, view, and edit cases for their partner accounts

Can resolve cases reported by their partner accounts

Can create and update contacts for their partner accounts

Contact (customer_contact)

Consumer User (csm_consumer-user)

Consumer (csm_consumer)

CSM User (csm_user)