カスタマーと組織について

Customer Service Management において、カスタマーとはチームからのサポートをリクエストする人々を指します。一方、組織とは、企業やパートナー グループなど、カスタマーのグループを指します。カスタマーを組織にグループ化すると、関係性を管理して、各リクエストの背後にある幅広いコンテキストを理解するのに役立ちます。

カスタマー プロファイルと組織プロファイル

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.

顧客の背景情報

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.

独自のカスタマー エクスペリエンスを作成する

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.