USE CASE GUIDE Maximizing customer self-service Customizable customer portal Show customers relevant content Customer service is shifting towards customers helping themselves and peers based on the products and instead of calling a support number. According to Harvard Business Review, 81% of services they own. Provide self- all customers attempt to take care of matters themselves before reaching out to a service access from any device at 2 any time. live representative. This includes reading knowledge articles, connecting with other customers via forums, or just searching the internet for answers. Connect customers and experts Customer Service Management o昀昀ers resources ranging from a ServiceNow via Communities knowledge base to communities to a customer portal and virtual agent to help Let customers interact with each customers help themselves. It can start with a simple internet search to lead the other and product experts in customer, Kris, to a helpful Community post, a forum of customers and employee helful forums to share ideas or get experts. The post is about an issue very similar to the one Kris is having, and it also has questions answered. Easily turn a knowledge base article attached with the issue and answer that has been marked posts into knowledge articles or correct. This post was turned into a knowledge article through knowledge harvesting, support cases. which makes it easy to create new knowledge content. Provide a knowledge library Give customers access to a wealth of answers with Knowledge Management. Contextual search and service portal integration get customers the right info. Get answers fast with Virtual Agent Customers can get help from the Virtual Agent at any time to solve common issues quickly. Communities allow customers and experts to exchange ideas and solve problems. Easily turn solved questions into knowledge base articles. 2. https://hbr.org/2017/01/kick-ass-customer-service 5