View source for Using the Agent Portal

The {{EnterpriseBrand}} 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.). 
__TOC__
===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.)
:[[File: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: [[File:MagnifierIcon.png]]. Clicking the arrow at the end of the search bar lets you selet 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====
:* Users of a [[Database Application]] see the shortened version of the Gear menu: 
::[[File:CaseGearMenuLimited.png]]

:* Users of a [[Dynamic Case Management application]] see an expanded version: 
::[[File:CaseGearMenuAll.png]]

====New Record Dropdown====
:* Create a new record using one of the options listed here:
::[[File:CaseNewRecordDropdown.png]]

====Personal Settings====
:* Modify your [[Personal Settings]], go to the Service Portal ('''Web Portal'''), or '''Logout''':
::[[File:CaseUserDropdown.png]]
<!--
:* When Phone to Case is active, you'll be able to set your phone status:
::[[File:CasePhoneStatusDropdown.png]]
-->

====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:
::[[File: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:
:[[File: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:
:[[File: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:
:{| border="0" cellpadding="5" cellspacing="1"
| valign="top"|
;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 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:

;My Tasks:

;More Tasks:

;Processes:
:;xx:
:;SLA: Cases that are subject to 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 blue to red.

;Files:


|| [[File:RecordSidebar.png]]
|}
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[[Category:Getting Started|A5]]
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