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Learning Objectives

After completing this unit, you’ll be able to:

  • Describe how to use Case Management to select and assemble plans and achieve successful outcomes.
  • Describe how government organizations can quickly and accurately deliver support across programs.
  • Explain how to capture, review, and resolve complaints in a single place.

Service Console for Manufacturing Enhancements

Easily view snapshots of every interaction a customer has had with service representatives over time, along with ongoing conversations around orders, assets, and service contracts. Plus, configure identity verification and set up rule-based alerts to highlight key moments like expiring warranties, asset performance issues, or order delays with ease.

Learn more about Service Console for Manufacturing Enhancements.

Partner Performance Management

Drive partner performance and revenue with a channel partner performance dashboard. Allow key channel partners to identify KPIs that require immediate attention for more collaboration and joint resolution.

Composable Case Management

Deliver holistic, successful outcomes. With adaptive guidance, case managers can investigate, assess, triage, escalate, revisit, and plan according to the unique circumstances and needs of the individual or case. Using a modular approach across each stage, the case manager can select and assemble the appropriate plan to help put the case on the best path to achieve a successful outcome.

A family care plan

Learn more about Composable Case Management. 

Benefit Management

Enable constituents to easily become participants in qualified benefit programs. Assign them to their entitled benefit programs, and provide a searchable catalog of benefits to increase program awareness. Identify, plan, measure, and track benefits from start to finish.

Events and Relations Map

With a glance, see and understand the important moments, people, and life events for an individual or case. Help case managers deepen their understanding and get key background knowledge to put the case on the best path toward the best outcome.

Relationship map for an individual

Complaint Reporting

Public sector organizations can capture, review, and resolve complaints in a single place. Create a responsive portal where public servants can capture complaints, communicate with concerned citizens, investigate, and take action.

 Filling in details on a new complaint page

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