Outsourced Customer Service
Outsourcing is a business practice where an enterprise hires another company or individuals to perform tasks, manage operations, or provide services. These functions were previously handled by the enterprise's own employees.
Outsourced Service Providers (OSPs) are organizations engaged by enterprises to deliver customer service to external customers. These services can address various needs, including regional support, multilingual capabilities, and
seasonal demand. Benefits of outsourcing services are as follows:
- Cost savings
- Increase support coverage
- Access to skilled expertise
Plugin
If you have the administrator role, you can activate the Outsourced Customer Service plugin (com.snc.outsourced_service_provider).
Note:
The Outsourced Customer Service plugin (com.snc.outsourced_service_provider) requires the Customer Service (com.sn_customerservice) plugin to get activated. The Outsourced Customer Service plugin is
moved to the App Store beginning with Australia release.
The Outsourced Customer Service plugin adds the module to the application navigator. If you have the administrator (sn_csm_ocs.csm_ocs_admin) role, you can access this module. The administrator (sn_csm_ocs.csm_ocs_admin)
can assign the following roles to users:
- sn_csm_ocs.ext_manager (external OSP manager)
- sn_csm_ocs.ext_agent (external OSP agent)
- sn_csm_ocs.manager (internal OSP manager)
Outsourced Customer Service Guided Setup
Activating the Outsourced Service Provider plugin adds the Outsourced Customer Service Guided Setup section. Navigate to and use the tasks in this section to configure Outsourced Service Providers.