| Excerpt | ||
|---|---|---|
| ||
Understand the usage of Communication Centre within CRM.COM |
What does this section cover?
| Table of Contents | ||
|---|---|---|
|
What is the Communication Centre ?
Communication Centre provides the ability to perform customer care functions applied by agents and driven by an interaction with the customer, through a special screen that brings all the customer information and all the customer care functions together. Customer care functions are a set of services used to assist customers in making cost effective and correct use of products and services, before, during or after the purchase or provisioning of the products or services.
The Communication Centre module page is fully configurable. This means that the user can set up through Definitions what information will be displayed at the screen and what actions users will be allowed to perform.
When the Communication Centre the user will need to load a contact in order to be able to view contact related information or perform any actions.
There are 2 available search options:
- Search for a contact, account, order, transaction etc via the Quick Search filters
- Search for a contact, account, order, transaction etc via the Advanced Find
Communication Centre Glossary
| Term | Description |
|---|---|
| Customer care functions | A set of services used to assist customers in making cost effective and correct use of a products and services, before, during or after the purchase or provisioning of the products or services |
Communication Centre Key Processes and Concepts
in order to search for a contact by retrieving the latest communications created by the logged in user, starting from the most recent one
| Processes / Concept | Description | ||
|---|---|---|---|
| Action Panel | A set of actions that can be performed on the specific customer if they are enabled through the active communication centre definitions. | Advanced Search | Unless a Contact Information is selected, |
| Quick Search | |||
ONLY the following 3 actions are available
| |||
| Latest Communications |
Communication Centre
Network CharacteristicsNetwork Characteristics define the level of access for each record. i.e. Whether it will be available for selection, for viewing or editing etc.
| Entity | Network Characteristics |
|---|---|
| Accounts Receivable Classifications |
Communication Centre Related Modules
| Interaction Entity | How |
|---|---|
Communication Centre - Business Examples
The following section provides business examples to help you understand how CRM.COM Communication Centre module is used.
Title of the Business exampleUpdating Contact Information
| Panel | |||||||
|---|---|---|---|---|---|---|---|
|
| ||||||
Business Requirement Customer Support agent of Company ZX wants to modify a customer as follows:
CRM.COM Solution
|
Update Customer's Subscription and Perform a Payment
| Panel | ||||
|---|---|---|---|---|
| ||||
Sales Agent of Company ZX wants to modify a customer as follows:
CRM.COM Solution ...........
Note |
|
| Panel | ||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| ||||||||||||
Related Areas
|
| Panel | ||||||
|---|---|---|---|---|---|---|
| ||||||
Popular Labels
|