The service definition filtering feature in CSM is designed to help agents view only those relevant service definitions while creating a case. Admins can set up either user criteria or customer criteria based on conditions. For example, retail organizations can create different services and agents with particular roles can see these services. Only regional managers or operational managers can create cases using service definitions such as product recall or new product launch in store. Other agents cannot see these service definitions and cannot create cases using these service definition.
Customers can see relevant service definitions in the customer portal based on customer criteria set up by admins. This feature simplifies the experience for both agents and customers while creating a case as they will see only relevant service definitions.
1. Admins can set up customer criteria using entity criteria: Admins can create a new Entity Criteria record to define customer-based conditions, either for selected Accounts (B2B) or Consumers (B2C). These criteria can be applied to filter which customers can access specific service definitions.
2. Configure customer criteria for a service definition: After creating a service definition, admins can configure customer-specific criteria to control which customers are eligible to access the service. Both agents and customers can see relevant service definitions based on customer criteria.
3. Configure user criteria for a service definition: After creating a service definition, admins can configure user-specific criteria to control which users are eligible to access the service. Agents can see relevant service definitions based on customer criteria.
We have not added any new functionality in this release and addressed some errors.
This feature is part of Customer Service Management.
Permissions and roles:
- System administrator (admin) role is needed for the installation.
- Admin or sn_csm_case_types.service_definition_admin or sn_csm_case_types.service_definition_manager is required to configure and use this feature.