Customer service scenarios
Customer service is at the heart of strong customer relationships and should be considered at every customer touchpoint. We primarily covered Service Cloud in Chapter 2, Supporting Your Customers with Service Cloud. Service Cloud is the primary tool for your customer service representatives (CSRs) but much of the data they need to work effectively is going to come from outside systems.
When evaluating customer service-oriented scenarios in a B2C solution architecture, think about how you’ll bring the tools a CSR needs into the Service Console experience. CSRs need to work efficiently, often supporting multiple customers at a time, and they need to be able to make each individual feel like they’re an important part of your business. They should know who they’re talking to, how that person has interacted with the brand, and have the tools to help them.
Just as in the last section, we’re going to start by presenting a new requirement...
