Workspace/Mobile Flashcards
Customer service agents can use Agent Assist to search for information from an interaction. By DEFAULT, what are the available search sources? (3)
- Knowledge articles
- Communities
- Service Catalog
What are the benefits of viewing the customers install base in Customer Service Management workspaces?
- Quickly identify the support they require
- Quickly identify opportunities for adoption and upsell
When using the Mobile Experience for CSM, can customer service agents approve escalations?
No, only Service Managers can approve escalations
In Agent Workspace Chat, Agents have the ability to use quick actions to work more efficiently. What action does the /r quick action perform?
Shows response templates to insert as text in a conversation
What is the purpose of Playbooks for CSM?
Playbooks for CSM provide step-by-step guidance for resolving specific types of customer service cases
What is the purpose of the Guided Decisions capability?
Dynamically guide agents to help resolve complex cases
What are the three out-of-the-box playbooks for CSM? (3)
- Case Playbook for Onboarding
- Case Playbook for Complaints
- Case Playbook for Product Support
Which workforce optimization feature provides role specific configurable dashboards?
Manager Workspace
What is the equivalent of NOT selecting any group, when configuring multiple active configurations of OpenFrame?
Selecting all the groups
How many active OpenFrame configurations can you have on an instance?
Unlimited
What is a decision tree in Guided Decisions?
(question came up in exam)
A multi-step process that includes a series of questions, answers, and a guidance for an agent to follow
