Administer Customer Service Management

Customer Service Management provides various administrative features and tools to configure and manage the application effectively. These include case routing, assignment workbenches, escalation management, domain separation, and knowledge base administration capabilities.

Feature or application	Description
Anonymous chat	With anonymous chat, consumers can chat with a consumer service agent without logging in to the Consumer Service Portal.
Customer Service Management Workflow Studio actions	Use Flow Designer actions as building blocks to create Customer Service Management business processes.
Domain separation and Customer Service Management	Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Extension points in Customer Service Management	Use extension points to call custom scripts in the Customer Service Management application.
Knowledge product entitlements	The Knowledge Product Entitlements application enables administrators to designate the knowledge bases and knowledge articles that customers can view from the Customer Service Portal.
Limit knowledge base access to internal users	Limit access to the information in a knowledge base to internal users.
Quick start tests for Customer Service Management	Use quick start tests to validate CSM functionality after making any configuration changes, such as applying an upgrade or developing an application.
Routing and assigning customer service cases	The case routing feature uses matching rules and assignment rules to identify customer service cases that meet certain conditions and then route those cases to customer service agents.
Assignment workbench	Customer service managers can use the assignment workbench to view a list of agents,evaluate skills and availability, and assign tasks efficiently and intelligently.
Special handling notes	Use the Special Handling Notes application to create notes that bring important information about individual records to the user's attention.
Case and account escalation	Use the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues.
Case action status	Use the case action status feature to indicate the status of cases in the Case list. Agents can easily identify cases that need attention and quickly prioritize their work.
Major issue management overview	Major issue management enables customer communication for issues that impact a wider audience. Use this feature to proactively identify impacted customers, provide information to these customers, and manage the resolution process.
Automatically close customer service cases	Automatically close cases in the Resolved state if customers do not take any action.
Administer Customer Contracts and Entitlements	Customer service managers can perform tasks to maintain service contracts, contract lines, and entitlements.