📁 Onboarding Topic #3: Customer Context

[#1]

Welcome to week three of our Customer Service Management app deep dives! Today, we’re sharing more about customer context, which brings together customer data, relevant services, team information, and documentation into one workspace.

Why Customer Context Matters

Personalizing support significantly contributes to creating an exceptional customer experience. When you have a clear picture of a customer, their organization, and their history with your business, it empowers your agents with rich, actionable insights to help resolve issues faster and cut the back-and-forth information gathering that can be bothersome for your customers.

Watch the Loom below or read on to learn more about how to build customer context within the Customer Service Management app!

What is Customer Context? 

Get started by setting up customer detail fields, which allow you to add important information, like contact details, account type, or region. Once you’ve created these fields, start adding customers and their details so your team can quickly understand who they’re helping and provide faster, more personalized support.

The “Customers” features located on the left hand side navigation is where you can build out your directory of customers (both individuals and organizations) and products or services that they own.

• Individuals: Every customer you serve, with customizable fields for details that matter to your business.

• Organizations: Group customers under organizations, track their associated products, and manage entitlements at both the individual and org level.

• Products & Entitlements: Catalog what each customer or organization is entitled to, and inherit entitlements from the organization to individuals automatically.

Key Capabilities

1. Building your directory

• Manual or Automated Creation: Add customers, organizations, and products manually, import via CSV, or leverage Marketplace apps for bulk imports.

• Custom Fields: Capture the details that matter most like primary language, region, account status, and more.

2. Empower agents with context in tickets

• Customer Details Panel: When viewing a support request, agents see a dedicated panel with all relevant customer info on the right-hand side. You can see the organizational info in this panel but also click through to the profile to see any other open requests, historical tickets, and internal notes for each customer or organization.

• Customer Context with JQL: Customer context is available in JQL so you can filter fields to build out lists/queues based on the info you want to filter by.

Please feel free to add any questions in the comments and we’ll be back next week with our last video in this short series on how you can get your support team up and running in the Customer Service Management app!

[Yoann BETZI]

Hello.

You mention that it is possible to automate the creation of customers and organizations (import via CSV or Marketplace apps).

Is it possible also to automate the update of this directory in CSM? Mots companies already have an existing directory in a third-party application which is the source of truth and would like being able to automate the updates.

Are there other channels or connectors to automate the creation/update without having to purchase a Marketplace app? To start with, connecting with Assets seems to be quite an obvious need.

[Stanislav Ivanov]

I have been able to get one of our customers on the EAP program for IDP Sync for customers only for JSM project. Does this also work for CSM projects? i.e. I'd love to be able to sync the customers managed in this case in Keycloak to the CSM project and allow only them access and thus having already the required data for the agents.

Hope that makes sense..? :) 

Thanks, Stanislav

[Dorothea Linneweber]

Hi both! Thank you for the questions. 

1. Yes, the list of customers can be synced via IdP as this is a Service Collection wide directory of external accounts/users. 
2. Our APIs do allow for ongoing updates, and we also have a suite of new bulk APIs that should be released by end of year to allow these operations at scale
3. We are also looking to add the ability to add fields that allow for connecting customer and org records to Assets objects. Whilst I appreciate this isn't quite the same as populating the whole list from existing records in Assets, it will unlock additional use cases of showcasing which Assets and Services may relate to a specific customer.

Hope that helps! :)