🔖Service outcome

Service outcome is used to record the final handling result when each service is completed, and can be used together with service records, reports, and AI analysis to help businesses track service outcomes and follow-up status.

What is a service outcome?

Service outcomes are used to record the final handling result when a service ends. When a specialist completes a service, they can choose the corresponding outcome based on the actual handling situation, such as "Completed," "Continuing follow-up," or "Transferred to another department."

These outcomes are kept in the service record, making it easy for later searches, statistics, and analysis, and helping managers understand the final handling status of different types of services.

A service outcome describeshow this service was ultimately handled, not why the customer contacted you in the first place. If you want to record the service topic, need, or reason, it is recommended to use it together with "service tags."

Difference between service outcomes and service tags

Both service outcomes and service tags appear in service records, but they serve different purposes:

Item	Purpose	Example
Service tags	Describe the service topic, customer need, or reason for contact	Returns and exchanges, billing issues, product inquiries
Service outcomes	Describe the final handling result when the service ends	Completed, continuing follow-up, transferred to another department

For example, if a customer contacts support about a "return or exchange," this can be recorded as a service tag; if the specialist completes the confirmation and the issue is resolved, the service outcome can be set to "Completed." If it is still waiting for logistics or confirmation from another department, then "Continuing follow-up" can be selected.

Common usage scenarios

Businesses can design service outcomes based on their actual service process, for example:

Service scenario	Recommended service outcome
Customer issue fully resolved	Completed
Further contact or confirmation still needed	Continuing follow-up
Needs to be taken over by another department	Transferred to another department
Customer canceled the original request	Customer canceled
No response after multiple attempts to contact	Unable to contact

The names of service outcomes can be customized according to the company's internal process and do not need to exactly match the examples above.

How to plan service outcomes

When designing service outcomes, it is recommended to use "What do you want to be able to see from the data after a service ends" as the planning principle.

For example, "Completed," "Need follow-up," and "Transferred to another department" can directly reflect the final handling result of a case, making later statistics easier.

In contrast, "Replied to customer," "Sent email," and "Made a phone call" are closer to actions taken during the process. If many operational actions are designed as service outcomes, it may be harder to quickly judge the true final status when reviewing reports later.

It is recommended to avoid creating too many service outcomes with similar meanings, such as having "Completed," "Already completed," and "Processing completed" at the same time. Unified naming makes reports and analysis easier to read later.

Set service outcomes

You can go to the "Service Outcomes" list through the management functions in FIRST LINE to view existing settings, or create new categories and service outcomes via the "Add" button in the upper-right corner of the list.

Existing data can be adjusted via "Edit."

Create category

When there are many service outcomes, you can first create categories to make it easier for specialists to find the right option when completing a service.

Required	Name	Description
	Enable	Choose whether to enable it. If it is not enabled, this category and its subitems will not be shown when completing a service.
✓	Category name	Enter the category name.
✓	Category type	Select the applicable service type; only items that match the current service type will be shown.

For example, a business can create categories such as "General Customer Service" or "After-Sales Support" based on its service process, and then create the corresponding service outcomes under each category.

Create service outcome

Create the service outcomes that specialists can actually choose under a category.

Required	Name	Description
	Whether to enable	Choose whether to enable it. If it is not enabled, specialists will not see this item when completing a service.
✓	Service outcome category	Select the category this service outcome belongs to.
	Service outcome name	Enter the name of the outcome that will actually be displayed for specialists to choose.
	Description	Add notes about the purpose or management notes for this service outcome.

Scenario simulation

After setup is complete, you can use the "Scenario Simulation" above the list to preview the service outcome options that specialists will actually see when completing a service.

You can separately check the current categories and service outcomes from the outbound and inbound conversation scenarios to see whether they match the actual process.

It is recommended to run a scenario simulation before officially making it available to specialists, to avoid too many options, confusing names, or a lack of suitable outcomes for specific service types.

How service outcomes are used

Service records

After a specialist completes a service, the selected service outcome is kept in that service record, and can be reviewed together with the handling specialist, customer, service tags, notes, and other information to see the full service history.

When you need to know how a particular service was ultimately handled, you can directly view the corresponding outcome in the service record.

Report analysis

In "Service Record Details and Pivot Tables," service outcomes can be analyzed together with dimensions such as date, responsible specialist, and channel category.

For example, you can view:

• The distribution of cases across different service outcomes.

• Which specialists or teams have more services marked as "Continuing follow-up."

• The proportion of "Completed" or other service outcomes for a specific channel.

• Whether a certain type of service outcome has increased significantly during a specific period.

If a particular type of outcome changes abnormally, you can also go back to the service record details to review the corresponding service content and notes to further confirm the reason.

AI assistant

The AI assistant can also analyze service outcome data in FIRST LINE.

For example, you can directly ask:

What is the service outcome distribution over the past 30 days?

Or use other conditions to further analyze outcome distributions across different dates, channels, or service scenarios.

Setup recommendations

When creating service outcomes, it is recommended to follow these principles:

1. Focus on the final result: Avoid treating a single step or handling action as a service outcome.

2. Keep names consistent: Avoid creating outcomes with the same meaning but different names.

3. Control the number of options: Too many outcomes will increase the time specialists need to judge, and will also make reports fragmented.

4. Review usage regularly: If some outcomes have not been used for a long time, consider whether they should be disabled or merged.

5. Use together with service tags: Service tags record "why they came in," and service outcomes record "how it was finally handled." Used together, they can create more complete service data.