Domain 410% of scored content
Service and Support Applications
Cases from every channel, the rules that route and escalate them, and the tools that help agents resolve them faster: Knowledge, macros, entitlements, and the service console.
2 topics
About 4 minutes of reading
- 4.1Case management and routingCases arrive by email, web forms, phone, chat, and messaging. Rules then decide who owns each case, what reply the customer gets, and what happens when a case sits too long. A support process controls which status values a case can move through.2 min read
- 4.2Service productivity: Knowledge, entitlements, and the consoleGood service tools cut handling time. Knowledge gives agents and customers approved answers, entitlements and milestones track promised response times, macros and quick text cut repeated typing, and a console app keeps every related record one click away.2 min read