Configuring Customer Service Problem Management

With Customer Service Problem Management (CSPM) define the tests to diagnose the service problems. Implement targeted solutions based on test results to resolve those problems.

The configuration of CSPM requires setting up the following applications to manage service problems from detection through resolution:

Customer Service Problem Management

Streamlines how service-related issues are handled. It enables customer service agents to either initiate a case or access the existing ones that are created in response to the issues experienced by customers. This application serves as a central hub for tracking, managing, and resolving customer issues.

Service Test Management

Enables you to define and manage various tests that help diagnose service problems. By using this application, service teams can confirm that they have robust testing procedures in place, which are critical for identifying the root causes of issues and implementing timely solutions.

As an administrator, follow these steps to configure the Customer Service Problem Management:

• Activate the Customer Service Problem Management application.
• Define Test groups. For more information, see Setting up a test group.
• Define Test definitions. For more information, see Setting up test definitions.