Using the Agent Portal

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The AgileApps Cloud platform can be accessed from a tablet, a mobile device, or a computer workstation. Here, you'll find your way around the online interface.

When internal users log in, the first thing they see is the Agent Portal. Tabs listed across the top of the page provide a selection of views, while the sidebar on the right provides view selectors. (In many cases, a variety of action buttons appear above the view selectors.).

Contents

Supported Browsers

For information on supported browsers, see Software Requirements.

Accessibility Mode

Turning on the Accessibility Mode feature transforms the interface into one that is readily accessible to users who are blind, visually-impaired, or color-blind, and those with impaired motor skills.

Tabs and Lists

Case Agents will spend the majority of their time in the Cases tab, to select a list of cases to view (current cases, generally). Other internal users will tend to spend their time in the Tasks tab to identify the tasks they need to carry out to advance the handling of a case. (The tabs you see may vary. The ones shown here are common.)

CasesView.png

List Views

The sidebar gives you a selection of views, which determines the items that are listed. In the example above, the selection determines which Cases are shown. In a number of tabs, action buttons also appear at the top of the sidebar.

Alternatively, you can search for particular records by typing in a value and clicking the magnifier icon: MagnifierIcon.png. Clicking the arrow at the end of the search bar lets you select the objects to search. For example: Cases, Tasks, Accounts, and Contacts.

Refreshing a List View

To refresh a list view, re-select that view in the sidebar. (The browser's [Refresh] button does not work--it takes you back to the initial login state.)

Top of the Page Options

Working from right to left across the top of the page, multiple options are available.

Gear Menu

CaseGearMenuLimited.png
CaseGearMenuAll.png

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Tip: Click Contact Support to Open a Support Incident at the Empower site. (Accounts created prior to March, 2015 also see a Historical Cases link, for old support cases.)

New Record Dropdown

  • Create a new record using one of the options listed here:
CaseNewRecordDropdown.png

User Options

Use this area to access your personal options.
Click the down arrow next to your name to:

   

CaseUserDropdown.png

Notepad.png

Note: If you have multiple roles in the current application, they are displayed here. By default, your privileges are the combination of privileges for those roles. But if the Switch User Roles capability has been enabled, then only one role at a time is active. The role selected here, and it displays with a red star.

Available Applications

  • The item at the end of the toolbar gives the name of the application you are currently running.
  • If you have access to multiple applications, clicking reveals a dropdown that lets you select the one to run:
CaseApplicationMenu.png

Additional Object Tabs

Other tabs may appear. For example the Accounts and Contacts tabs show you the records that exist in each of those objects. Here is a list of accounts:

CaseAccountsList.png

As always, you can search for a specific record, select one of several views shown in the sidebar or even create a new view to add to the list, if you have that privilege:

CaseAccountsListOptions.png

Record Form Sidebar

When you click on a record in a list view, the form for that record is displayed, along with additional sidebar options:

Summary
Requester or Creator
In the ServiceDesk application the Requester is shown (the name of the Contact who caused the case to be created.
In a DCM app, the Creator is shown (the user who created the record).
Owner
Current owner of the record.

Actions

This dropdown list displays common actions like Print and Claim (for an unowned record), as well as any Macros that are designed for use with the current record.

Hours Logged

This section tracks time spent. Click Add Hours to register additional time.

My Tasks

This section shows Tasks that you are directly responsible for.
Click Add Task to create additional tasks for yourself or others.
You can choose to create a simple, single-step task or a Multi Step Task that combines user tasks and approval steps.
Click [Complete] to mark a task done.
(Approval tasks have two buttons: [Approve] and [Reject].)
SLA
Tasks generated by a Service Level Agreement have an additional icon to indicate their importance. When a case nears or exceeds a deadline, the SLA box changes from yellow to red.

More Tasks

This section shows completed tasks (shown with a checkmark) and tasks pertaining to the record that are owned by others, or by a Team.

Processes

This section shows Processes that are attached to the current record. As processes progress, they carry out automated actions and cause new tasks to be created.
  • The [Start] button appears for processes you can initiate.
  • Clicking on View Details shows all processes that have been launched, and the status of tasks created by those processes.
  • Processes that have been launched are shown in bold, with the status "Started" or "Completed".
  • Tasks defined in that process appear as the process runs. They appear under the process heading, with status "Open" or "Completed".
  • Clicking on a process displays a diagram of the process model, with the next steps to be completed highlighted in red.
  • Multi Step Tasks are miniature processes, so they also appear here. Clicking on one displays the list of steps.

Files

This section displays any files that are attached to the record.
  • Click on a file to display it.
  • Click Add File to add a new one (or include it inline or as an attachment when adding a note or sending an email).
RecordSidebar.png

Next Steps

  1. Try Experimenting with ServiceDesk to create a case and process messages related to it.
  2. See more options for Viewing Cases
  3. Learn more about Working with Cases
  4. Learn about Working with Tasks
Personal tools