0
23.1.0
Yokohama, Xanadu, Washington DC, Vancouver
Process Mining for Customer Service Management creates business process flows from the case data audit trail, allowing process owners to perform in-depth analysis around bottlenecks and inefficiencies and discover process insights to improve business outcomes.
- Process visualization and analysis
- Integration with Performance Analytics
- Collaboration to exchange insights with your businesses
- Continual Improvement Management
- Root cause analysis using AI
- Out-of-the-box inefficiency finding definitions
New
Use the following features to find process improvement opportunities:
- Work notes analysis feature is Now LLM based.
- Mine the configured base system project to investigate the causes of long resolution times and get a clear understanding of what's causing the delays.
Changed
Use the process mining enhancements to improve processes as needed:
- Removed the viewer role from all records in the Process Mining Content Pack for Customer Service Management (CSM).
- Set process configurations as read-only templates, deletable only by a process mining admin. Enable customers to copy the template or import specific parts into their custom configuration.
This application has an app dependency on core Process Optimization(sn_po) and requires the plugin for Customer Service (com.sn_customerservice).