About customers and organizations

In Customer Service Management, customers are the people who request help from your team, while organizations are groups of customers, like companies or partner groups. Grouping your customers into organizations helps you manage relationships and understand the broader context behind each request.

Customer and organization profiles

Each customer and organization has a dedicated profile, which gives support agents quick access to relevant information. Customer profiles make it easier to understand who a customer is, what organization they belong to, their product entitlements, and details of any previous interactions. Read more about customer profiles.

Customer context

Customer context is any information available about a customer or organization that might help an agent when working on a request. Customer context appears on work items and can include things like who reported the request, or which organization they belong to. Find out how to get customer context on work items.

Creating unique customer experiences

You can create different customer experiences to serve the unique needs of different customer groups. Customer experiences can be available to everyone, or restricted to specific organizations. This allows you to tailor support websites, forms, and resources for different customer groups, based on products, brands, regions, or customer segments – ensuring each group gets the right experience and level of support. Read more about customer experiences.