Case Management Basics
Cases have a lifecycle: New → In Progress → On Hold → Resolved. Customize with stages, SLAs, escalation rules. Don’t over-customize initial status — simpler is easier to report on.
Omnichannel
Omnichannel for Customer Service adds voice, chat, SMS, WhatsApp, messaging apps on top of email/phone. Unified agent desktop shows all conversations in one place.
Unified Routing
Skill-based and assignment-rule-based routing. Agents get work matched to their expertise, availability, and workload. Configure rules; measure impact; tune.
Knowledge
Knowledge articles surface inline in cases. Agents see relevant articles ranked by relevance. Customer Service Copilot uses knowledge + case data to draft responses.
Customer Service Insights
Dashboards on case volume, resolution time, CSAT, backlog. Publish KPIs weekly. An insight no one reads isn’t an insight.