🤝Service records
Overview
Each time a specialist contacts a customer, a "service record" entry is created. Each "service record" contains at least one "conversation record"; these records form complete data to make it easy for you to look up past service information.
List
You can access the list by using the FIRST LINE menu or by clicking the "Service Records" item on the homepage. The list includes a "View" button; clicking it will lead to the details page where you can view the contact records between the specialist and the customer.
You can use the following filter criteria to find the service records you need:
Creation time: The creation time of the service record, usually the initial time the specialist responded to or contacted the customer.
Service result: Filter records that match the specified "service result."
Service reason: Filter records that match the specified "service reason."
Channels: Filter by the type of channel used in the conversation within the service record, such as LINE, Facebook, etc.
Customer: Filter by the customer to whom the service record belongs.
Channel category: Filter by the specified channel category settings.
Owner: Filter by the owner information to which the service record belongs. The owner typically corresponds to the owner set in the channel category when the service record was first created, or the customer owner associated with it.
Details
The detailed information is currently divided into two main sections: "Service Record" and "This Conversation." In the "Service Record" area, you can see the main purpose and notes of the contact between the specialist and the customer for this service.
Start time: The start time of this service.
End time: The end time of this service, also applicable when the specialist selects "End this service."
Service result: Each service record has a service result that represents the final handling status of the service, such as "Contact again," "Completed," "Escalated to Customer Complaints Department," etc. The options must be created by an administrator in"Service Result".
Handler: Each service record always has its handling specialist.
Customer: An optional field; this is the customer information selected by the specialist at the time.
Notes: For each service record, the specialist can additionally enter descriptions to enhance the completeness of the record. You can record memos, to-dos, etc., to make the record more comprehensive.
Service reason: Each service provided to a customer has a related reason, such as "returns/exchanges," "customer complaint," "product purchase," etc. This area records the reason for this service record and helps you quickly identify the purpose of the service. The options must be created by an administrator in"Service Result".
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