Service Center Overview

Service Center provides a centralized hub of tools for addressing inquiries made to businesses’ Service organizations. Service Center representatives handle inbound contacts, open cases, access tools, and view a detailed case history within a single console, enabling efficient and consistent contact resolution.

Users require a Service Center license. See Vault CRM Licensing Overview for more information.

Service Center helps streamline operations and improve customer interactions, with the following key benefits:

• Centralized Case Management - Organize, track, and analyze all customer cases in one place, eliminating the need for separate systems
• Enhanced Customer Experience - Leverage the power of Vault CRM to enrich customer interactions with vital contextual information
• Life Sciences Focus - Explicitly designed for the needs of life sciences businesses and use cases
• CCaaS Integration - Works seamlessly with leading Contact Center as a Service (CCaaS) platforms for optimal customer contact routing and handling

Customer experience workflows can be further enhanced through integrations with Microsoft collaboration and productivity tools.

• Microsoft Teams provides real-time communication and collaboration with colleagues, breaking down silos and unifying the business around the customer. Teams help to drive the 360-degree view of the customer
• Microsoft OneNote provides the ability to capture case notes in Microsoft OneNote, a tool already used by many customers

Not all features are available on all platforms. For a list of available platforms for each feature, see Platform Functionality.