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Empower mobile sales and service teams. Enable remote access to CRM data, enhancing productivity and providing real-time insights for on-the-go decision-making.
Talk to an Expert Oracle CRM Customer Service Management is a segment of the Oracle CRM Customer Relationship Management (CRM) software suite. It has a central focus on proficiently managing customer service operations and improving customer satisfaction.
This function offers a comprehensive case management system. This efficient tool tracks and resolves customer issues. It enables agents to create, assign, and manage cases, which in turn leads to expeditious and precise resolutions.
The robust knowledge base is incorporated within Oracle CRM Customer Service Management. It operates as a central unit for information and solutions for customary customer queries. Agents can rapidly access appropriate articles and documentation which results in an improved response time and precise solutions.
The module allows the creation and execution of service level agreements. This grants the prioritization and resolution of customer issues based on predetermined timelines. SLA monitoring and reporting are key components to maintain compliance and enhance customer satisfaction.
Oracle CRM Customer Service Management presents escalation management capabilities for when customer issues necessitate additional focus. Agents can escalate cases to a superior support level or management for swift resolution.
The module introduces a self-service portal for customers to utilize. This allows access to knowledge base articles, submission of support requests, and tracking progress of their cases. It enables customers to independently find solutions which minimizes the burden on support agents.
Integration with Oracle CRM suite's other modules such as Sales and Marketing is a feature of Customer Service Management. A comprehensive view of customer interactions is obtained, allowing for efficient collaboration between teams.
Oracle CRM Customer Service Management streamlines customer service operations, leading to faster and more accurate issue resolution, ultimately enhancing customer satisfaction.
The comprehensive case management system enables agents to effectively track and resolve customer issues, resulting in quicker resolutions and improved customer experience.
The robust knowledge base provides agents with easy access to relevant articles and documentation, enabling them to provide precise solutions and reduce response time.
The module allows organizations to create and execute service level agreements, ensuring timely resolution of customer issues and maintaining compliance with predetermined timelines.
Oracle CRM Customer Service Management offers escalation management capabilities, allowing agents to escalate cases to higher support levels or management for swift resolution of complex customer issues.
The self-service portal empowers customers to find solutions independently, reducing the burden on support agents and enabling faster issue resolution.