We have recently revamped the structure of the Using Customer Service Management section of our documentation. The content is now organized based on the typical tasks performed by different user roles, including agents, agent managers, and customers.
Here’s what you can expect:
- Manage cases: Agents can find tools for creating cases, interacting with customers, and resolving questions and issues.
- Manage schedules and sites: Both agents and agent managers can get information about managing calendars, using the CSM mobile app, and planning install base tasks.
- Automate and optimize: Agents and agent managers can discover tools to automate work and use AI tools to streamline case management.
- Agent management: Agent managers can find resources to assist their teams with tasks and scheduling.
- Customer management: Learn about customer and consumer tasks, such as location and access management, handing contracts and entitlements, managing social media, and outsourcing customer service.
- Customer communication: Find information about self-service communication for customers, including customer portals.
We hope that this new organization helps you find what you need more quickly and intuitively. While this change was inspired by feedback from users like you, it’s still a work in progress.
How you can share your feedback?
This restructuring was inspired by your feedback, and we want to keep the conversation going. If there's something that you don’t like— we want to hear about it. What works for you? What doesn’t? How can our categories change or improve? Are there categories that haven't been added but should be? Help drive the future of our content structure by making your voice heard.
We want to know what would make your job easier, and how to further simplify finding the information you need.
Providing feedback is easy:
- Feedback modals: Use the thumbs-up/thumbs-down icons at the top of any documentation page to share your thoughts.
- This forum: Reply directly to this post with your suggestions or comments.
We're always looking for ways to improve and make your job easier. Your specific feedback on how we can improve our content is always helpful. Thank you for your continued support!
