Customer Service, Enterprise Service and ICC
Purpose and map of the area
Section titled “Purpose and map of the area”This area covers the services for external customers (Customer Service, domain CS), «proximity» services and orders (Enterprise Service, ES), the project/customer registry and ICC (Integration & Communication). Customer Service works on the customer’s dedicated groups, with dispatch from the MasterGroup umbrella to the tiers.
Customer Service
Section titled “Customer Service”What it is for. It is the console for working on requests from external customers (opened from the exoCortex Desk portal), on the customer’s dedicated groups. It covers the CS-* types.
When to use it. For day-to-day customer service: taking ownership, dispatch, handling requests, incidents, complaints and escalations.
How to open it. From the IT Hub (Customer Service tile) or from the Home.
What it shows and how to use it. It uses the console engine with the MasterGroup queue: the umbrella inbox collects requests and dispatches them to the right tier (L1/L2/L3) of the customer’s group. The types handled: request (CS-REQ), incident (CS-INC), query (CS-QUERY), complaint (CS-COMPLAINT), change (CS-CHANGE), feedback (CS-FEEDBACK), escalation (CS-ESCALATION), onboarding (CS-ONBOARD).
What happens next. Requests are routed to the tier and worked like standard tickets (Editor, Ticket editor); escalations involve the Customer Service Director (Customer Service Director).
Notes. Operator access is linear (profile ∪ customer groups).
Project / Customer registry
Section titled “Project / Customer registry”What it is for. It is the project/customer registry (in the model, a customer is a project; an Account can have N projects) with per-customer configuration.
When to use it. To manage the customer’s data and service configuration.
How to open it. From the Customer Service / Settings area.
What it shows. The customer detail in tabs:
| Tab | Content |
|---|---|
| Overview | Customer summary |
| Domains | The domains/services active for the customer |
| Queue | The customer’s queues |
| Contracts | The contracts |
| CMDB | The customer’s CIs/assets |
| Cost Analysis | The cost analysis |
| Custom Fields | The custom fields |
| Branding | Customisation (logo/colours) |
| Portal Users | The customer portal (Desk) users |
| Calendar | The customer’s calendar |
| eSign | Electronic signature |
| Reports | The customer’s reports |
| Activity | Activity |
| Audit | The audit trail |
How to use it. You view/manage the customer’s data and configuration in the matching tabs.
What happens next. The configuration governs the customer’s services, queues, branding and portal users.
Notes. The registry’s country filter has been fixed (the data was there; it was a cache/deploy problem).
Client Assets & Licenses
Section titled “Client Assets & Licenses”What it is for. It manages assets and licences per customer.
When to use it. To manage the assets delivered/managed on behalf of a customer.
How to open it. From the Customer Service / Asset Hub area.
What it shows and how to use it. Assets and licences grouped by customer (see also Client Assets & Licenses).
What happens next. Changes update the customer’s inventory.
Notes. It links Customer Service and Asset Management.
The Enterprise Service (ES) line
Section titled “The Enterprise Service (ES) line”What it is for. Enterprise Service covers proximity services and orders.
When to use it. For on-site assistance, on-site interventions and IT purchases.
How to use it. The ES types:
- Walk-in (
ES-WALKIN) — in-person IT assistance with queue and appointment management (users can also open it from the user portal: «Book on-site assistance»). - Field Task (
ES-FIELD) — on-site intervention (installation, repair, inspection) with technician, date and parts needed. - Order (
ES-ORDER) — hardware/software/licence order from quote to delivery, with budget approval (can be opened from the portal: «Request an IT purchase»).
What happens next. Walk-ins manage the on-site queue; field tasks schedule the intervention; orders link procurement and delivery (Procurement).
Notes. ES types are worked with the standard ticket tools.
ICC L1
Section titled “ICC L1”What it is for. It is the operational queue of the ICC domain (Integration & Communication), focused on compliance/attestations and controls.
When to use it. For triage and work on ICC activities.
How to open it. From the Security Hub / linked hubs (ICC tile).
What it shows and how to use it. The console layout (domain ICC, queue icc-l1-team) with compliance-oriented KPIs: Attestation pending, Open findings, Controls OK, Expiring certs, Framework (at the higher tier: Red findings, Audit pending, Policy review, Cert exp., Compliance %).
What happens next. ICC activities feed attestations, controls and compliance.
Notes. The ICC management view is described in ICC Director.
Customer Service Director
Section titled “Customer Service Director”The management view of the customer line is described in Customer Service Director (inbox + tiers, SLA, dispatch, productivity, reporting).