Telecommunications Customer 360 release notes
The ServiceNow® Telecommunications Customer 360 application provides a unified interface that aggregates data from multiple systems into a single platform. Telecommunications Customer 360 is a new application in the Australia release.
Telecommunications Customer 360 highlights for the Australia release
- Provide agents with customer information, context, and insights for service problem analysis and faster resolution.
- Enable agents to create cases for billing and service-related issues, manage orders, and book field service appointments directly from the customer view.
- Provides data source configurability to bring call, chat, billing data from external sources and generate insights.
- Receive insights on customer health and top recent issues.
See Telecommunications Customer 360 for more information.
Telecommunications Customer 360 features
- Customer information
- View customer account, contact, or consumer information including contact details, location, and recent interaction summary for efficient service delivery.
- Interaction history
- Track customer interactions over time with date range filtering. View chronological history of customer engagements to understand previous communication context.
- Trend charts
- Monitor key customer metrics through visual charts including NPS and CSAT scores with target comparisons and trend lines. View last updated timestamps for each metric.
- Billing
- Review customer billing information and invoices for the selected billing account. Search and filter billing records to quickly locate specific invoice details.
- Products
- Identify active products and services associated with the customer account. View counts of related cases, service problem cases, incidents, and test results for each product to understand product-specific issues.
- Cases, tasks, and orders
- Manage multiple task types including service problem cases, cases, customer orders, work orders, complaint cases, and invoice cases in a unified view. View details such as case numbers, descriptions, state, sold products, and priority levels across all task records.
Activation information
Install Telecommunications customer 360 by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Plugin information
- New plugins
-
The following plugin is new in Australia:
Telecommunications Customer 360 (
com.sn_telecom_c360): The Telecommunications Customer 360 plugin is a scoped application that includes the data model and all the modules of the Telecommunications Customer 360 application.