Case management for Customer Service Management

Manage customer requests and issues by creating cases, routing cases to agents and groups, and working toward resolution. With case management, you can provide your agents with the tools they need to evaluate cases, communicate with customers, answer questions, and resolve issues.

Getting to know the case management process Case management refers to the business processes and activities designed to evaluate and address customer issues and requests while managing the overall customer experience through effective communication. Case management enables you to engage with customers, categorize and route cases, assign work to agents, and manage cases through resolution and reporting. Case management starts with case creation as customers reach out through a number of communication channels including email, phone, and chat.

The following diagram shows the case management process.

Figure 1. High-level process flow for the case management process

Use the following features with the Customer Service Management application to manage the cases for your customers: Case workflows Case types Service definitions Playbooks Major issue management Customer project management

Case workflows A case workflow is a series of steps and tasks that are involved in closing a case. By using a case workflow, you can automate systems to simplify your processes, track task completion, and accelerate case resolution.

To learn more about case workflows, see Configure proactive case flows .

Case types A case type is a collection of data and processes that are needed to resolve a specific type of issue. For example, case types are needed when a company has different processes for supporting customers across multiple departments, business units, or products. By using a case type, you can separate these processes through case applications that support each process.

To learn more about case types, see Customer Service Case Types .

Service definitions A service definition refers to a specific type of service request that your agents can offer to customers for a case type. Service definitions establish a connection between the products, services, and case types so agents and customers can quickly access the relevant case types by the customer or product.

To learn more about the service definitions, see Service definitions .

Playbooks Playbooks provide agents with a visual guide, including step-by-step guidance for the various tasks that the agents can use to resolve the specific type of customer service cases. A playbook helps to improve agent productivity and your customer experience by digitizing and automating complex customer service processes.

To learn more about playbooks, see Playbooks for Customer Service Management .

Major issue management With major issue management, you can efficiently manage your customer communication and resolution process for a major issue that impacts multiple customers. By identifying other affected customers who haven’t reported the issue, you can proactively create cases, notify the affected customers, and manage all the issues until resolution.

To learn more about major issue management, see Major issue management overview .

Customer project management With customer project management, your company can track and manage long-term complex projects, resolve issues, and track the cost of serving customers on complex projects. Customer project management helps your company to improve the customer experience, reduce inbound calls, and lower costs.

To learn more about customer project management, see Integrate with Customer Project Management .