Components of the Customer Service solution

The Customer Service solution includes the following components:

• The Customer Service workspace is where most work with requests is performed. It includes apps with configured processes, directories, and pages. See below a detailed description of this workspace.
• Pre-configured modules:
  • Markdown Editor for CS. Allows you to use Markdown markup for string fields.
  • Tabulator for BRIX CS. Allows you to use the tabulator library for convenient work with tables. You can add and edit data, and customize its display.
  • Feedback Processing. Collects feedback received through the feedback form.
  • View History for CS. Displays the most recently opened objects by the employee for quick access.
  • Change History for CS. Records the history of work with requests.
• System widgets for the solution. Preconfigured by default for proper operation of the solution. Users, including administrators, do not interact with these widgets directly.
• The CS Service Directories workspace. This is where changes to items of the Requests app are recorded, including the dates, times, and reasons for these changes.

Customer Service workspace

This workspace includes a set of apps, directories, and pages for configuring the solution and handling requests. For convenience, all menu components are divided into groups. You can find detailed configuration information in the Initial Setup of the Customer Service Solution article.

Main operator tools

• Main Page. Here you can view request analytics, evaluate performance, and quickly create a new request manually.
• Requests. The app where all requests are stored. You can find the request you need, check its status, and track the history of correspondence with the customer.

Analytics

• Reports and Charts. Summary information on request and session processing in live chats, as well as SLA compliance data for all requests broken down by each company service and product. Here you can generate a report on the average operator speed, track request statistics by channel, and view a list of active sessions for the selected operator.
• Employee Workload. Generates a report on the number of requests currently being processed and closed. You can also see the number of requests for which SLA standards have been violated. Select employees and specify the period for which you want to obtain data.

Service management

• Services. These are the services your company provides. Responsible employees are assigned to each service, and requests will be assigned to them.
• Service Catalogs. Classify services on the portal, helping customers quickly navigate and find the service they need.
• Service Tree. Displays the relationship between the company's parent and child services.
• Request Types. Define different request types and specify their priority. For example, high-priority complaints, medium-priority service requests, high-priority error messages, etc.
• SLA. Here you can set service standards, such as response time, resolution time, and standard monitoring. SLAs can be configured for both specific customers and categories.
• SLA Priorities. Used to set additional service standards within the main SLA. For example, a main SLA would apply to medium-priority requests within one service, while a secondary SLA would apply to high-priority requests within the same service.
• Service Schedules. Schedules for providing service to a customer or customer category.

Knowledge management

• Articles. You can create articles using Markdown or a WYSIWYG editor. Public articles will be visible on the external portal, such as instructions for your products or frequently asked questions. Private articles are visible only in the Customer Service workspace and can contain internal instructions for employees, regulations, document lists, etc.
• Content Statistics. A page for managing articles and viewing statistics. You can view favorites, see which articles have been added recently, and track the most popular materials.
• Files. A service directory for generating a file with the request history in .xlsx format.
• News. Published on the portal, for example, to provide information about your company and products to external users. Unpublished news items are displayed only in the Customer Service workspace.
• Suggestions for Improvement. Suggestions for improving articles left on the portal are saved here. You can go to the article page and make changes.
• Article Categories. You can set categories to classify articles on the portal.

Directories

• Customer Categories. You can define groups of clients for whom the same standards and service schedules are set, for example, Premium, Business, Standard.
• Reviews. Reviews left via the feedback form are saved here.
• Support Levels. You can create multiple support levels and add operators to them. For example, first-line support for simple requests and second-line support for complex technical issues. Requests can be reassigned from one support level to another.
• External Users. Linked External users directories are available in the System apps and Customer Service workspaces. Users who are not company employees are added to the system app so they can access the portal. In the Customer Service workspace, you can configure additional access rights for these users, link them to CRM contacts, and more. For more information on inviting a client to the portal, see the Invite a user to the Customer Service portal article.
• Internal Users. Located in the System apps workspace. This directory is created automatically when you install the Customer Service solution. Here, you specify the employees who will handle requests. You also configure work schedules for them.
• Tags. The Tags directory contains words and phrases that can be specified when creating a request or article and subsequently used in searches. To create a tag, click +Tag, enter its name, and click Save.

Employee schedule

• Work schedules. Employees’ work schedules are configured here. They allow managers to track their subordinates' activities using the Employee Schedule app.
• Shift Options. Work shifts are defined here and the planned time allocated to employees for each activity is specified. This app is used to fill out work schedules.
• Employee Activity. A calendar-type app that displays an employee's current actual activities. This app is filled out automatically.
• Employee Schedule. A calendar-type app that displays an employee's planned activities. This app is filled out automatically.
• Activities. Work and non-work activities are created here and used to create work schedules.

Settings

• Customer Service Settings. Here you can change general workspace settings, customize the portal, set up an onboarding guide for new users, and enable a feedback form.
• Onboarding. Items of this app are used to create a guide for new portal users.
• Setting up Bot and Email. Contains information and tools for setting up a bot and email.

Portal

• Portal. Pre-configured for working with external users. Customers can submit requests, track their status, and communicate with support through the portal.

Business Processes in the Customer Service workspace

The Customer Service workspace contains the following pre-built processes for working with apps:

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