0
5.5.0
Australia, Zurich, Yokohama
Standalone Application
Business Location enables support for businesses that interact with customers through physical channels such as stores, branches, franchises, and dealerships. In addition to supporting customers, business locations can also support other service organizations.
The Service Organization application provides the following capabilities:
- Model the complete organizational structure involved in customer service.
- Model both company-owned and third-party organizations.
- Support business locations in their daily operations.
- Provide customer support from business locations by modeling staff personas who can:
- Resolve customer issues.
- Report issues on behalf of customers.
- Facilitate inter-organization support.
- Track the installed base at business locations for enhanced support.
- Manage the lifecycle of business locations from setup to closure.
- New
- Introduced Business Organization Self Contributor (BOSC) persona, enabling frontline and location-based workers to securely raise and track cases for their assigned sold products and install base items.
- Introduced the Organization Hierarchy Contributor persona, enabling service organization staff to view and act on cases, install-base records, and related entities across an organizational branch rather than a single organization.
- Changed
- None
- Fixed
- Minor fixes
- Removed
- None
Required Plugins
- Customer Service Base Extension Entities (com.snc.cs_base_extension)
- Service Organization (sn_service_org)
- CSM Contributor User (sn_contributor)
- UI Components for Customer Portals (sn_ciwf_ui_cmpnt)