Difference between revisions of "Agent Portal"
imported>Aeric (Created page with "The ServiceDesk system 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 ...") |
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The ServiceDesk system can be accessed from a tablet, a mobile device, or a computer workstation. | The ServiceDesk system can be accessed from a tablet, a mobile device, or a computer workstation. Here, you'll find your way around the online interface. | ||
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.). | 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.). | ||
==Tabs and Lists== | ===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.) | 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]] | :[[File:CasesView.png]] | ||
The sidebar gives you a selection of views, which determines the items that are listed. Here, the selection determines which Cases are shown. In a number of tabs, ''action buttons'' also appear at the top of the sidebar. | The sidebar gives you a selection of views, which determines the items that are listed. Here, 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. | 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. | ||
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===Top of the Page Options=== | ===Top of the Page Options=== | ||
Working from right to left across the top of the page, there are multiple drop downs you can use: | Working from right to left across the top of the page, there are multiple drop downs you can use: | ||
:* Most users will see the limited version of the Gear menu, where the actual choices displayed depend on the user's privileges: | |||
[[File:CaseGearMenuLimited.png]] | :[[File:CaseGearMenuLimited.png]] | ||
:* Users with the ability to customize objects will see an expanded version of the Gear menu: | |||
[[File:CaseGearMenuAll.png]] | :[[File:CaseGearMenuAll.png]] | ||
:* Create a new record: | |||
[[File:CaseNewRecordDropdown.png]] | :[[File:CaseNewRecordDropdown.png]] | ||
:* Modify your user profile ('''Manage Account'''), go to the Service Portal ('''Web Portal'''), update your '''Photo''', or '''Logout''': | |||
[[File:CaseUserDropdown.png]] | :[[File:CaseUserDropdown.png]] | ||
:* When Phone to Case is active, you'll be able to set your phone status: | |||
[[File:CasePhoneStatusDropdown.png]] | :[[File:CasePhoneStatusDropdown.png]] | ||
:* And if there are multiple applications, you'll have a dropdown to select the one to run: | |||
[[File:CaseApplicationMenu.png]] | :[[File:CaseApplicationMenu.png]] | ||
==Accounts and Contacts== | ==Accounts and Contacts== | ||
The '''Accounts''', '''Contacts''' and tabs show you the records that exist in each of those objects. For example, here is a list of accounts: | The '''Accounts''', '''Contacts''' and tabs show you the records that exist in each of those objects. For example, here is a list of accounts: | ||
[[File:CaseAccountsList.png]] | :[[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: | 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]] | :[[File:CaseAccountsListOptions.png]] | ||
<noinclude> | <noinclude> | ||
[[Category:{{HD}} application]] | [[Category:{{HD}} application]] | ||
</noinclude> | </noinclude> | ||
Revision as of 19:59, 13 May 2013
The ServiceDesk system 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.).
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.)
The sidebar gives you a selection of views, which determines the items that are listed. Here, 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: 
. Clicking the arrow at the end of the search bar lets you selet the objects to search. For example: Cases, Tasks, Accounts, and Contacts.
Top of the Page Options
Working from right to left across the top of the page, there are multiple drop downs you can use:
- Most users will see the limited version of the Gear menu, where the actual choices displayed depend on the user's privileges:
- Users with the ability to customize objects will see an expanded version of the Gear menu:
- Create a new record:
- Modify your user profile (Manage Account), go to the Service Portal (Web Portal), update your Photo, or Logout:
- When Phone to Case is active, you'll be able to set your phone status:
- And if there are multiple applications, you'll have a dropdown to select the one to run:
Accounts and Contacts
The Accounts, Contacts and tabs show you the records that exist in each of those objects. For example, here is a list of accounts:
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:
