Customer Service Problem Management is an innovative solution designed to empower telecom customers by providing them with an efficient platform to raise issues they are experiencing with their services. This robust tool is tailored to streamline the service assurance process for both customers and customer service agents, ensuring a seamless experience from issue reporting to resolution. With a detailed, process-based layout at its core, Customer Service Problem Management facilitates a more organized, transparent, and effective problem resolution journey.
1 User friendly interface designed with simplicity and ease of use in mind, the intuitive interface ensures customers can effortlessly report issues without any technical hassle. The step-by-step process guides users through reporting their problems, making it accessible to all customer segments.
Contextual side panel UI to run diagnostics to align with the Incident and Tasks related diagnostics
2 Once an issue is reported, the issue goes through 5 stages. Verify whether the customer has provided all the required information. This is integrated with diagnostics that provide the agents the ability to run and record diagnostics, and it has integration points using industry-standard API's too.
3. Generative AI to provide case summary, resolution notes generation, and test summarization.
4. Generation of resolution tasks based on the flow that determines resolution based on test outcomes
5. Efficient handling of test failures and also real-time communication to our customers.
Customer Service Problem Management is more than just a service management tool; it's a comprehensive solution that transforms how telecom companies handle customer service issues, driving efficiency and enhancing customer satisfaction.
6. CSPM support for playbook and record view.
Changed:
the Service Test management data model was updated with the following :
1.Test Group characteristics - Add characteristics directly at the Test Group level
2. Spec to Test Group mapping - Build a condition from product spec, characteristic, and value to decide which Test Group executes
3. Attribute mapping - Propagate Test Group characteristics down to Test Definition characteristics
4. Decomposition rule - Runtime logic decides whether, and which, Test Group characteristic values trigger a given Test Definition
- Customer Service
- Customer Service Case Type
- Playbook experience core
- ServiceNow integration hub Starter pack installer
- Spoke selector
- Install base
- CSM Playbook
- Playbook Experience
- Product inventory
- Telecommunication, Media & Technology core
- Telecommunication Open APIs
- Service Test management
- Record lookup connected component