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Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Extend capabilities

To extend your Customer Service Management environment, integrate additional applications and features. This enhances functionalities and improves support for more efficient interactions.

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overview of topics within the extend capabilities category
Application or featureDescription
Outsourced Customer ServiceConfigure Outsourced Customer Service to enable the outsourced company or individuals to perform tasks, handle operations, or provide services.
Proactive Customer Service OperationsConfigure Proactive Customer Service Operations to trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume.
Configure Customer Service Platform Analytics SolutionsConfigure Customer Service Platform Analytics Solutions to view preconfigured dashboards with actionable data visualizations to improve your business processes.
Configure the Platform Analytics Solution for Self-Service Analytics for Customer ServiceConfigure Platform Analytics Solution for Self-Service Analytics to run diagnostics, review and customize components, and start collecting data.
Continual Improvement ManagementRequest improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success.
Process MiningCreate automated business process flows from your data to help analysts and process owners to analyze and optimize their business processes.
Workforce Optimization for Customer ServiceManage and maintain the productivity of your workforce and efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.