0
8.4.0
Brazil, Australia, Zurich, Yokohama
Standalone Application
Customer onboarding is the process that organizations use to take on new customers. An onboarding case captures the details of the new customer and their choices for the products and services they want. The onboarding case tracks all of the actions that need to be performed to onboard the customer and also serves as the channel of communication with the customer.
This version of Case Playbook for Onboarding includes changes to the onboarding playbook with a new Process Automation Designer (PAD), exposing the areas of the onboarding process that require customer interaction on the Customer Service Management portal.
- Process Orchestration
- Case Type extension table with process-specific attributes
- Business logic
- UI actions specific to the Case Type
- State flows
- Flow designer flows to automate process
- Case tasks specific to the Case Type
- Notifications and emails
- SLAs
- Contextual search sources
- Reports
- Agent Experience
- Case Type playbook
- Mobile experience for agents
- Platform and Workspace view
- Case management features for Case Type – case digest, special handling notes, contextual search, escalations
- Playbooks Dynamic Related Records
- Customer Experience
- Record producers
- Standard widget configurations for Case Type
- Additional widgets tasks for end customer
- VA topic
- Guided self service intake process
CSM & Onboarding Improvements
Overview: Defect fixes around performance enhancements, permission fixes, and internationalization updates across Onboarding Case Management.
- Fixed role inheritance: csm_admin now properly includes sn_onboarding.admin permissions
- Improved query performance in Complaint Handling utilities with result set limits on existence checks
- Optimized Auto Create Checklist Items business rule to reduce latency during Onboarding Request creation
- Fixed redundant StateFlow computation in case completion validation
- Resolved duplicate code in PAD version detection utilities
- Fixed hardcoded UI strings in CSM Configurable Workspace to support internationalization
Not applicable for this application version.
- Required plugins and products
- Customer Service (com.sn_customerservice)
- Store App Dependency
- Playbooks for Customer Service Management (sn_csm_playbook)
- Customer Service Case Types (com.snc.csm_case_types)