Enhance your Communications Service Console to support the Communications Cloud customers who use the SMB Fiber solution. The enhanced console integrates with some Asset Service Lifecycle Management features.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Unlimited, and Developer Editions |
| User Permissions Needed | |
|---|---|
| To enable actionable relationship center: |
Business Process For Communication AND Industry Service Excellence AND Service Console for Communications AND Omnistudio Admin AND Omnistudio User AND ARC Access |
- Enable Service Console.
- Enable billing inquiry assistant.
- Enable Asset Service Lifecycle Management in your org.
- Enable revenue settings in your org.
- Enable Dynamic Revenue Orchestrator in your org.
- Enable Revenue Cloud for Communications.
- Enable Timeline to show the timeline on asset and account record page.
- Configure the RecordType Filter for the Account Record page.
- Customize the timeline for asset record page with Asset_Timeline API name.
- Add Troubleshooting button to Action Launcher.
- Add Customer Onboarding button to Action Launcher.
- Enable Actionable Relationship Center in your org.
- Create work order estimation on asset record page.
- Licenses Required for Using Communications Service Console
Use the Communications Service Console to enhance the efficiency and effectiveness of sales and customer support representatives within the communications industry such as billing dispute management, customer management process, and so on. - Enable Communications Service Console
To access the Communications Service Console features, you must enable Service Console. The Service Console equips you with connected and intelligent service experiences by delivering an integrated suite of service innovations. - Set Up Communications Service Console
To set up Communications Service Console, follow these instructions: - Set Up and Customize the Communications Timeline with Asset_Timeline API Name
A timeline shows the data in a base object along with its related objects so that users can visually understand the sequence of events over time. Decide what information appears on the timeline by choosing the base object and the related objects. - Set Up Dispute Management for Communications Service Console
Set up and configure Dispute Management to help customer service representatives quickly initiate, validate, and manage billing disputes. - Set Up Service Troubleshooting for Communications Service Console
Help customer service representatives ‌quickly analyze and resolve customer service issues by identifying underlying account, service, or network problems. - Add Customer Onboarding Button to Action Launcher in Communications Service Console
To help sales reps and customer service reps to quickly onboard a customer from the Communications Service Console, add the Customer Onboarding button to the Action Launcher. - Enable Actionable Relationship Center in Communications Service Console
Use Actionable Relationship Center (ARC) to view the relationships of your customers in an easy-to-navigate graph. ARC helps you understand the relationships among people and businesses by presenting them in interactive components. With ARC, you can easily visualize your customer's details such as assets, contacts, service accounts, and billing account.