Using Community 360, support reps can see customers’ aggregate activity in all the communities they’re a member of. Reps can see up to 15 months of a customer’s activity in chronological order, from newest to oldest.
If a customer is a member of more than one community in the org the support rep can choose the member’s community profile from a pop-up.
Support reps access the activity on articles and cases. The activity includes viewing articles and cases, and posts or comments made in the community. For example, a field service agent who is a part of a community calls customer service, complaining about a lack of internet service on the company phone. The customer support rep notices that the field service agent has already looked at three articles about internet service, logged a case, and accessed the case to make sure the information is there correctly.
The support rep makes sure not to suggest any of those options as things to do, and tries different methods to solve the case. Less frustration + less time spent on already tried solutions = one happy customer. Thanks, Community 360.