View and edit records
When a representative first accesses Customer Service workspace, they're presented with the Customer Service Agent Dashboard. This dashboard contains three sub grids: My Active Cases, Cases Available to Work On, and My Open Activities. These sub grids help make it easier for customer service representatives to manage the cases that are currently assigned to them and identify other cases that need assistance. Additionally, representatives are able to manage their daily activities from a single place. Different management options are available based on the list that you're working in and what you have selected.
My Active Cases
The My Active Cases sub grid displays a list of all cases in the system that are currently assigned to you. In this sub grid, you can view key details about each case that is listed, including the customer whom the case is for, the current status, priority, and origin for each case. Individual or multiple cases can be selected to provide more case management options, such as merging multiple cases together, routing cases to queues, deleting cases, and more.
| Label | Description |
|---|---|
| 1 | Select multiple cases to work with. Select the top check mark to select all cases, or select individual check boxes next to each case to select a specific group of cases. |
| 2 | Associate child cases with selected cases. |
| 3 | Merge the selected cases together into a single record. |
| 4 | Edit the selected case record(s). |
| 5 | Open the menu for more actions, including Assign, Delete, Add to Queue, Run Report, Email a Link, Share, Follow, or Unfollow cases. |
When no cases are selected in the view, you can add new cases by selecting the New Case button. Based on the mouse and keyboard combination that you use, selecting the New Case button can either open the record in a new session, in a new tab in the current session, or in the existing tab.
Cases available to work on
The Cases Available to Work On sub grid provides representatives with a list of available cases for them to work on. If a case has been routed to a queue that they're a member of, it appears in this sub grid. Representatives can perform common actions such as editing records, selecting a case to work on, or routing the record to another queue.
| Label | Description |
|---|---|
| 1 | Select multiple queue items. Select the top check mark to select all items, or select individual check boxes next to each case to select a specific group of items. |
| 2 | Switch the view that is being displayed. |
| 3 | Edit the selected case record(s). |
| 4 | Open the menu for more actions. |
| 5 | Select one of the common representative actions that can be implemented on records in a queue. |
Common actions
Three common actions that representatives often perform when working with records in queues are:
Pick - Picking an item from a queue means that you'll be the person to work on the item. The Worked By value updates to reflect the person who picked the item from the queue.
Release - Releasing an item means that the representative who was working on it wants to make the item available for others to work on. The Worked By field will be empty.
Remove - Removes the queue item from the queue.
As representatives pick cases to work on, and the Worked By field is updated, those cases no longer display in the Cases Available to Work On view. By using the view selector, you can change the information that is being displayed, such as changing it to show the cases that you're working on or to view all items.
My Open Activities
The My Open Activities sub grid provides representatives with a list of their open activities. This sub grid helps make it easier for representatives to manage their existing activities and create new activities.
| Label | Description |
|---|---|
| 1 | Select multiple activities to work with. Select the top check mark to select all activities or select individual check boxes next to each case to select a specific group of activities. |
| 2 | Edit selected case record(s). |
| 3 | Delete selected case record(s). |
| 4 | Open the menu for more actions. |
| 5 | Select one of the common representative actions that can be implemented in activity records, such as marking as complete or canceling an activity. |
When no records are selected, you can create activities directly from the sub grid and associate them with individual case records as needed. You can create any activity record type that is available in the application, such as Tasks, Emails, Appointments, Phone Calls, and Service activities.