Telecommunications Customer 360 home page

Telecommunications Customer 360 consolidates customer information, interaction history, products, and billing into a single view. The view displayed is based on the record type which can be account, consumer, or contact.

To view the page, navigate to the CSM/FSM Configurable Workspace and select an account, consumer, or a contact from the List view.

The page displays the following cards:

• Customer information: Primary account holder's account, contact, or consumer information.
• Customer summary: An overview of customer health, NPS, CSAT, and recent issues generated by Now Assist.
• Interaction history: A timeline of past interactions across phone and chat channels. Additional interaction channels can be configured.
• Data visualizations: Visualizations showing issues and CSAT score.
• Billing: Billing account details, invoices, and payment status for the account, contact, or consumer.
• Products: Displays a list of all the sold products associated with the account, consumer, or contact.
• Tasks: Quick-create options for service problem cases, work orders, invoice cases, complaint cases, customer orders, and standard cases.

Related items

The Related items in the contextual sidebar provides quick access to related records and customer activity for the current account, consumer, or contact. Default related list items have been configured for account, consumer, and contact records but can be modified.

To configure the list of related items that appears, navigate to All > Customer service > Customer. Then select Account, Consumer, or Contact, add, or remove a related list from the view to update it in the contextual panel.

Remarque :

The related items that appear are determined by the related lists configured in the Customer 360 view. See Setup Telecommunications Customer 360 for details.

Tasks

You can perform the following tasks on this page by selecting an option from the Create drop down list. You will either see a dialog box or a new page where you can enter information related to the selected option.

• Service Problem Case: See Create a service problem case from the workspace.
• Case: See Create a service problem case from the Customer Service Portal.
• Customer Order: See Configuring Order Management.
• Work Order: See Create a work order.
• Complaint Case: See Case Playbook for Complaints.
• Invoice Case: See Create an invoice case.

Remarque :

The options that appear in the Create drop down list are based on the tables configured in the Tab tables field in the all tasks card settings. See All tasks card for details.

• Insights card
  The card provides AI-generated customer health insights and recent customer issue insights for a consumer or a customer account.
• Data visualization card
  The data visualization card provides key customer metrics with case breakdowns and customer satisfaction score.
• Contact card
  The contact card displays the primary customer identification information for the account, consumer, or contact.
• Interaction history card
  This card displays the recent interactions that the customer has had with an agent either by phone or through chat.
• Products card
  The products card displays a list of all products associated with the account, consumer, or contact.
• Billing card
  The billing card displays a list of the customer's billing accounts and invoices.
• All tasks card
  The All tasks card aggregates tasks from multiple configurable tables and displays them in a tabbed layout.