Customer service across a whole partner network.
Everything in CSM, extended to distributor, dealer and franchise networks. Cross-tenant ticket sharing, federated authorization, per-partner SLAs and a central performance view — secure customer service across many organizations, run as one.
What Multi-CSM looks like on ServiceCore
Run a dealer or franchise network and customer service gets complicated fast. Each partner is its own business with its own data, yet a customer's problem often has to move between them — and head office still has to answer for the experience across the whole network.
ServiceCore Multi-CSM is the federated layer that makes that work. Tickets can be shared across tenants without merging their data, authorization is governed by role and attribute (RBAC + ABAC), and each partner keeps its own catalog, knowledge and SLAs. The centre, meanwhile, gets consolidated performance and a full audit trail.
It's the same customer service platform partners would want on their own — unified inbox, agent workspace, self-service, knowledge — but wired for a network. Independent where it should be, connected where it counts.
Move a case across the network, safely
A customer issue rarely respects org boundaries. Federated ticket sharing lets a case move between dealers, distributors and head office when it needs to — with each tenant's data kept separate, and the full chain of custody recorded.
- Cross-tenant ticket sharing
- Federated case routing
- Tenant data isolation
- Shared escalation paths
- End-to-end case visibility
- Central audit trail
Who sees what, governed precisely
In a network, access control is the whole game. Role-based and attribute-based authorization (RBAC + ABAC) decide exactly who can see and act on which records, across which tenants — so partners stay independent and sensitive data stays where it belongs.
- Role-based access control (RBAC)
- Attribute-based access (ABAC)
- Per-tenant permissions
- Cross-tenant access governance
- Granular record visibility
- Central security oversight
See the whole network from the centre
Head office gets consolidated visibility without taking over each partner's operation. Dealer and partner KPIs, SLA performance and service trends roll up centrally, so you can spot the partner that's struggling and the one to learn from.
- Dealer & partner KPIs
- Consolidated SLA performance
- Network-wide service trends
- Per-partner benchmarking
- Central reporting
- Operational governance
One standard, served by every partner
A shared service catalog and knowledge base keep the customer experience consistent across the network, while each partner can still adapt to its own market. Standardize what should be standard; localize what shouldn't.
- Shared service catalog
- Network knowledge base
- Standardized processes
- Per-partner localization
- Consistent customer experience
- Reusable resolutions
Independent operations, one platform
Every partner runs its own self-service portal, SLAs and customer relationships, on the shared platform. Customers get a clean, branded experience; partners keep their autonomy; and nobody maintains a second system to make it happen.
- Per-tenant self-service portal
- Independent SLA management
- Customer relationship management
- Branded partner experience
- Autonomous partner operations
- One shared platform
Modules inside Federated Customer Service
Questions about Multi-CSM
It's customer service run across many organizations — like a dealer or franchise network — where each partner stays independent but cases, standards and oversight are shared. ServiceCore Multi-CSM provides cross-tenant ticket sharing, federated authorization and central performance visibility on one platform.
Run a network's service as one.
Book a demo and we'll show cross-tenant tickets, federated access and central oversight working across a partner network.