Let’s do a brief review of what we covered in this first module.

We looked at customer service from a global perspective, including common scenarios such as:

• Handling customer or product-related issues
• Responding to customer questions
• Collecting and applying customer feedback

We saw how customers interact, notably through:

• Mobile devices
• Social media
• Self-directed solution searching

Finally, we explored the main types of records you can store in Customer Service, including:

• Cases
• Activities
• Entitlements
• Knowledge base articles
• Queues
• Products
• Goals and key performance indicators (KPIs)
• Service Level Agreements (SLAs)

Next Steps

In the next module, you will have the opportunity to configure automated case management.