Is there a way to show important company information in a ticket - so that it is in the agent’s face? They wouldn’t have to drill into the company details to see important information.
For example If we make the Health Score ‘At Risk’, because we are concerned about retention and want to handle them with care. Maybe they have OS AR and we want to forward to the accounting team, before we assist them. Something like this that doesn’t come up often.
How do we identify these companies when the agent opens the ticket?
If there isn’t functionality for this, any thoughts how to use what is out there to do this - in our case, we are not using a lot of the available functionality/fields, so we most likely have an unused field that we can use to do this in some manner.