0
8.1.0
Brazil, Australia, Zurich, Yokohama
Standalone Application
Customer Service Problem Management (CSPM) is an innovative solution designed to empower telecom customers by providing them with an efficient platform to raise issues they are experiencing with their services. This robust tool is tailored to streamline the service assurance process for both customers and customer service agents, ensuring a seamless experience from issue reporting to resolution. With a detailed, process-based layout at its core, Customer Service Problem Management facilitates a more organized, transparent, and effective problem resolution journey.
Introduction to Service Test Management
Service Test Management (STM) lets you define, run, and monitor service tests in real time. You can create detailed test specifications, set up test measures, and configure threshold rules that flag violations when results fall outside expected ranges. Agents can then use these tests for on-demand testing and diagnostics, so they can confirm service health and pinpoint issues faster. Technology, media, and telecommunications (TMT) service providers can use service test management, where both proactive testing (catching issues before customers notice them) and reactive testing (diagnosing issues customers report) are critical to service quality.
Customer Service Problem Management features
- User friendly interface designed with simplicity and ease of use in mind, the intuitive interface ensures customers can effortlessly report issues without any technical hassle. The step-by-step process guides users through reporting their problems, making it accessible to all customer segments.
- Contextual side panel UI to run diagnostics to align with the Incident and Tasks related diagnostics.
- Once an issue is reported, the issue goes through 5 stages. Verify whether the customer has provided all the required information. This is integrated with diagnostics that provide the agents the ability to run and record diagnostics, and it has integration points using industry-standard API's too.
- Generative AI to provide case summary, resolution notes generation, and test summarization.
- Generation of resolution tasks based on the flow that determines resolution based on test outcomes
- Efficient handling of test failures and also real-time communication to our customers.
- Supports for playbook and record view.
- Customer Service Problem Management is more than just a service management tool; it's a comprehensive solution that transforms how telecom companies handle customer service issues, driving efficiency and enhancing customer satisfaction.
Service Test management features
- Custom test creation - Users can define bespoke tests tailored to specific services and scenarios.
- Flexible parameter configuration - Specify test type (such as latency or throughput), frequency, duration, and target entities like IP addresses or network nodes.
- Test Measure consequences - Define what happens when a measure crosses a threshold, and track the consequences applied to each test run. The platform stores these as measure consequences and applied consequences.
- Test groups mapped to your catalog - Map test groups to a specification or product model, so agents automatically see the tests relevant to the service they're troubleshooting.
- Automated or guided execution - Run test groups as automated (flow) or manual (sequence based), depending on the scenario.
- Test run status tracking - Follow each test run through its lifecycle, with statuses such as pending, in progress, failed, and rejected.
Maintenance only
Not applicable for this application version.
- Customer Service
- Customer Service Case Type
- Playbook experience core
- ServiceNow integration hub Starter pack installer
- Spoke selector
- Install base
- CSM Playbook
- Playbook Experience
- Product inventory
- Telecommunication, Media & Technology core
- Telecommunication Open APIs
- Service Test management
- Record lookup connected component