Extend capabilities

To extend your Customer Service Management environment, integrate additional applications and features. This enhances functionalities and improves support for more efficient interactions.

Figure 1. Extend capabilities overview

Table 1. Setting up advanced features

Application or feature	Description
Outsourced Customer Service	Configure Outsourced Customer Service to enable the outsourced company or individuals to perform tasks, handle operations, or provide services.
Proactive Customer Service Operations	Configure Proactive Customer Service Operations to trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume.
Configure Customer Service Platform Analytics Solutions	Configure Customer Service Platform Analytics Solutions to view preconfigured dashboards with actionable data visualizations to improve your business processes.
Configure the Platform Analytics Solution for Self-Service Analytics for Customer Service	Configure Platform Analytics Solution for Self-Service Analytics to run diagnostics, review and customize components, and start collecting data.
Continual Improvement Management	Request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success.
Process Mining	Create automated business process flows from your data to help analysts and process owners to analyze and optimize their business processes.
Workforce Optimization for Customer Service	Manage and maintain the productivity of your workforce and efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.