02 — Capability · BC-450
Customer Service
Help customers when they need it — answer questions, fix problems and keep promises — through whatever channel they choose, at the service level they are entitled to, and at a cost the business can sustain.
- Customer Support
- Customer Care
- Contact Center
- Service Desk
In scope
- The support model, entitlements and service levels offered to customers
- Receiving, logging, routing, resolving and escalating customer contacts
- Self-service content, communities and assisted automation
- Technical, field and warranty support and the operations behind all of it
Out of scope
- Measuring and designing the overall customer experience (see BC-460)
- Support for the organization's own employees and their technology (see BC-740)
- Designing the service offerings themselves (see BC-560)
Realized by · 5
- ServiceNow · Customer Service Managementstrong via BC-450.20
- Salesforce · Service Cloudcore via BC-450.20
- Salesforce · Field Servicestrong via BC-450.40
- Salesforce · Experience Cloudstrong via BC-450.30
- Oracle Fusion Cloud Applications · Customer Experiencepartial via BC-450.20
Used in · 3
- Lead-to-Cash · 04 Fulfill & Deliver via BC-450.10
- Idea-to-Product · 05 Prepare to Launch via BC-450.10
- Order-to-Fulfillment · 05 Deliver & Confirm via BC-450.20
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 5
- BC-450.10Support Model & EntitlementDecide what support each customer segment receives, by which channels, at what response and resolution targets, and at what price, so expectations are set before the first call.
- BC-450.20Contact & Case HandlingReceive every customer contact, turn it into a tracked case, get it to the person who can resolve it, and close it only when the customer agrees it is done.
- BC-450.30Self-Service & KnowledgeLet customers help themselves and let agents answer consistently, by maintaining knowledge that is accurate, findable and written for the person who needs it.
- BC-450.40Field & Technical SupportResolve the problems that need deep expertise or a visit — diagnose technical faults, dispatch technicians, and handle repairs and warranty claims — and feed what is learned back to the product.
- BC-450.50Service Operations & QualityStaff the channels to the demand, check that agents handle customers well, recover the ones the organization let down, and report service performance in terms the business understands.