Final answer:
Customer Service Management features include Real-time SLAs, Skills-based routing, Service contracts, and Service entitlements, which are integral parts of a business's customer support system.
Step-by-step explanation:
The features of Customer Service Management commonly include aspects such as Real-time Service Level Agreements (SLAs), Skills-based routing, Service contracts, and Service entitlements. These features play a crucial role in structuring the customer support framework of a business.
Real-time SLAs are agreements that define the level and quality of service customers can expect, measured in real-time. It is essential for maintaining customer satisfaction by ensuring services are delivered within the expected timeframe. Skills-based routing is a system that directs customer inquiries to the most qualified customer service representative, leading to more efficient problem resolution. Service contracts are formal agreements between a service provider and a customer that outline the terms, conditions, and scope of the services to be provided. Lastly, Service entitlements refer to the specific support services a customer is eligible to receive based on their purchase history or service agreement.