How to Setup your portal for Public Users?

There are many discussions/questions on how to setup different entities of Portal to be available for unauthenticated public users. This will help customers setup self-service options for public users...

Easy steps to make your portals SEO friendly

Search Engine Optimization (SEO) is the science behind optimizing a website’s content so that the search engines are more likely to show it as a top result for relevant keyword searches. ServiceNow of...

Three tips for getting customer service's house in order for AI and automation

Artificial intelligence (AI) and automation continue to change the business landscape. Nowhere is this more apparent than in customer service. In fact, Forrester calls both out as major contributors t...

CRM: service for a bygone era

Things get better with time. It can be said for whiskey, cheese, and spaghetti sauce, and other examples abound. Home entertainment has gone from waiting in line at Blockbuster to rent an overplayed, ...

Automation and AI only works with help from customer service agents

In her annual "megatrends" report, Kate Leggett, VP and Principal Analyst at Forrester Research for CRM and Customer Service, identifies three trends she sees in customer service in 2020. Her third pr...

Actionable analytics–not groundhogs–lead to better customer service

Groundhog Day. Occurring every February 2nd, it's a tradition-turned-holiday celebrated in the United States and Canada. It draws its history from the Pennsylvania Dutch superstition (derived from a G...

What's new in Customer Service Management, Knowledge Management, and Communities in the Orlando release

The Orlando release of the Now Platform® is now available! It delivers new functionality across Customer Workflows, including Customer Service Management, Knowledge Management, and Communities. (See h...

Three reasons you need a customer service roadmap

It's very common for companies to maintain a roadmap of their products and services. They often include details from past releases, what's available currently, and what's planned for the future. It pr...

Building a customer service dream team

The Dream Team. The phrase sums up the idea of bringing a collection of the best individuals in a given field together to deliver amazing results. While this description might have been applied to man...

Get off the customer service hamster wheel

Growing up, I had a hamster. Its cage included a hamster wheel. You know the type: a circular wheel held on a stand, and runged or ridged to allow the hamster to grab hold as they ran–and did my hamst...

Start 2020 off right with a focus on knowledge management

Customer service agents field inquiries from customers multiple times per day. Online communities overflow with customer questions. In both situations, these are often the same, repeated issue. But th...

The next evolution of customer service is coming–and it's amazing!

Ideally, customers would never have questions or problems. Products would never arrive broken or fail. Instructions would be clear. Credit card statements would never be inaccurate. Unfortunately, tha...

Butterball: a study in customer service, experience, and success

The holiday meal. If you are the chef, it's one of if not the most important meal of the year. And if you're the primary cook in the family, you might be looking at more than one over the coming weeks...

Bypassing one of the greatest barriers to amazing customer service delivery

If asked what frustrates most about customer service, people might respond with many possible answers. It could be agents with a bad attitude. It could be poor customer policies. These are all definit...