Customer service management system for IT

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[Music] welcome to info center's video series in this video we'll give you an overview of customer service management info center is the leading and fastest growing servicenow elite partner stay tuned to learn more about how infocenter can help your company maximize its servicenow investment now let's learn about customer service management today we'll be walking through the customer service or consumer service portal opening a case checking the knowledge base and a little bit with virtual agent coming up on my screen is the customer service web page right now i'm logged in as system administrator which gives me access to essentially everything that this portal has to offer however as different either customers or consumers which we'll touch on in a later video they will see different items based on the accounts they're a part of or the products that they also either support or have purchased going in i'm gonna say that as a customer my refrigerator is not cooling to the temperature that i have selected so here i can do the search bar and it'll search both the knowledge base which is any article that you present for your customers uh to help them self serve themselves or it'll open up a request so here i'm going to type in temperature [Music] and coming up we already have two articles so i'll go and click on the fridge temperature for our smartcool refrigerator and it does give detailed instructions in the knowledge base you can add in different types of media such as pictures listed here or embed different videos or do html formatting to match your customers and your brand's appearance and marketing so i can go through and i can see if this helps me and then i can also as a customer market as yes it was helpful and even write this article which is giving me letting me feed do feedback however i'm gonna say this is not nearly enough so i'm gonna go back to that home page and then get help and this is letting me get help with a product so here i will select the customer of dsam and the product being that smart cool refrigerator and typing in the subject of because i typed in the fridge not cooling i can go in and also click on that article and see if that helped might reduce the caseload that your company might be getting or i can continue on adding a description of so in this case i will just say i followed the article's instructions and it's still not cooling and from here i'm gonna hit submit another nice feature is that you could add an attachment so if maybe they did a recording or took a picture of something that is broken they can add it to the case to help assist your uh your agents in assisting them and now i can see different information i know what the priority is what the asset and product is who this is for the number itself and then any activity so i can go and write notes back and forth to the customer that they would see on this portal as well as any attachments uh either dragging them and dropping them here another item as well that you'll see is this chat feature in the corner so i can click here to start a new conversation and these are different prompts that you can give it and different um themes so here i can say it's product issue a billing issue or an order issue and depending on the type of customer you can limit those prompts so here i can say it's a product issue i can then describe the issue and while there are no agents available right now it could create a case on my behalf so this way you have multiple different ways to interact with your customers to make sure that their needs are being met and know if there are any problems or feedback for your your services next up we're going to go find this specific case in the agent workspace for agents [Music] infocenter is solely focused on helping customers plan with radius implement and support servicenow across the entire platform through our devshop managed services info center's team of certified experts and practitioners providing deep expertise across the enterprise within it hr customer service operations and security and risk all industry verticals please visit infocenter.io to learn more about our unique offering and customers success stories