R21 p2 - Customer contact feature

R21 p2 - Customer contact feature

Info
Version: 5.1
Release Number: 21
Patch: 2
Title: Customer contact feature 
Application Category: Other, CS Functionality (1)
Patch Type: Feature


Description:

Enhanced customer contact features:
  1. Added a new Correspondence tab which can show email conversations to and from a customer. Note, the tab itself was available for Customer Portal users in previous releases, but it only showed incoming messages sent to a help desk inbox via the Portal. 
  2. Added new Send Email feature (shown on the Correspondence tab). Emails can be sent to customers (using the email address stored on their customer record, from a designated CS Email profile (which can be configured in the system preferences)
  3. Replies are automatically collected by the system and displayed on the customer correspondence tab as soon as they are received.
  4. The CS Agents home screen will show a summary list of unread emails (based on customers they have contacted before), so they can easily find and respond to them.


Articles:

  1. System Preferences
  2. Customer Detail Page

  4. Customer Service Overview Desktop

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