Customer 360 for Agents

1. Feature Overview

The Customer 360 (C360) page provides a comprehensive view of all your tickets, leads and opportunities, offering deep insights from your sales platform in relation to your service platform. It allows you to leverage these insights to understand the entire customer journey better, enhancing your decision-making process. With C360, you can access platform intelligence, empowering your team to optimize customer interactions.

This feature offers a complete history of customer interactions across both the sales and service platforms, including all tickets raised, lead details, resolutions provided, customer interactions and ongoing issues, helping you track every touchpoint throughout the journey. By centralizing this data, C360 equips your team to resolve tickets efficiently and improve the overall customer experience.

LeadSquared Service CRM

 

2. Prerequisite

Your Admin should set up the Customer 360 page on your account.

 

3. View the C360 page

3.1 From the Ticket Views Page

Use your LeadSquared credentials to log in to the Service CRM agent platform through – https://marvin-in21.leadsquared.com/service-cloud

  1. After logging in to the Service CRM agent platform, on the left-panel, click Tickets LeadSquared Service CRM to navigate to the Ticket Views page.
  2. On the Ticket Views page, alongside a ticket, click on any customer’s name.
  3. You’ll automatically be redirected to the C360 page.

LeadSquared Service CRM

3.2 From the Ticket Details Page

Use your LeadSquared credentials to log in to the Service CRM agent platform through – https://marvin-in21.leadsquared.com/service-cloud

  1. After logging in to the Service CRM agent platform, on the left-panel, click Tickets LeadSquared Service CRM to navigate to the Ticket Views page.
  2. On the Ticket Views page, click on any ticket you can access. This opens the Ticket Details page.
  3. Then, click the 360 View button. This opens the C360 page.
Note: Your account Admin configures the layout of the C360 page, and it can be customized. To know more, refer to Customer 360 (C360) Admin Set-up.

LeadSquared Service CRM

 

4. Actions

Depending on the widgets configured in your C360 page, you can perform the following actions –

  • View all previous tickets created on this lead
  • View all activities posted on this ticket
  • View all opportunities tagged to this lead
  • Create a ticket
  • Create an opportunity
  • Clicking on an older ticket will redirect you to the Ticket Details page.
  • Clicking on an opportunity will redirect you to the Opportunity Details page.

LeadSquared Service CRM

 

Any Questions?

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