Contents Now Platform Capabilities Previous Topic Next Topic Configuring Agent Workspace forms Subscribe Log in to subscribe to topics and get notified when content changes. ... SAVE AS PDF Selected Topic Topic & Subtopics All Topics in Contents Share Configuring Agent Workspace forms Configure the way that forms appear for agents in Agent Workspace so that they can easily find the information they need to complete their tasks. You can also configure the fields that appear on the form depending on the record type and user role. You can configure templates with pre-populated fields and UI actions to make the workspace more interactive. You can also configure Lookup and Verify to help agents look up and verify contact or consumer information. The fields in the Agent Workspace form are limited to the ones that agents use the most. For a list of available fields, see Agent Workspace supported field types. Figure 1. Form navigation Table 1. Form elements Feature Description (1) Form tab Tab that identifies the open record. Agents can have an unlimited number of tabs open and can work between tabs without leaving their working session. (2) Sub tabs Tabs that enable agents to open related information from a form in a sub tab. Any related information that agents open from a form opens in a subtab. That way, agents do not lose any context from where they started. (3) Reference icon Reference icon that opens a subtab where the agent can see more information about the record. For example, a reference icon on a caller gives user information on that person. (4) Activity stream Stream that enables agents to view all the activity for a record. Agents use the activity stream filter to focus on more specific information in the stream. (5) Related lists Lists that agents can reference to give accessible related context. For example, Child Incidents show related incidents to the record. (6) Contextual sidebar Displays icons corresponding with these options: Agent Assist - displays/hides the Agent Assist panel from which you can attach articles, order catalog items, or find community discussions. Attachments - displays/hides the Attachments panel from which you can add an attachment to the record. Attachments are automatically scanned for viruses when added. Templates - displays/hides the Templates panel from which you can apply a template. Templates created for platform records also apply to workspace records. For more information on creating a template, see form templates. Templates in workspace follow any ACL rules that have been configured. (7) UI actions Actions that agents can perform on the form. UI actions in workspace can either be buttons or menu items. (8) Record tags You can add tags to records in Agent Workspace. Tag visibility can be set to all users, visible only to specific groups or users, or visible to a single user. (9) Highlighted Values You can add highlighted values to the secondary values in the form header in Agent Workspace. Configure the form header for Agent WorkspaceConfigure the form header and subheaders in Agent Workspace so that agents can quickly see information about each record.Configure Agent Workspace ribbon settingsConfigure components that appear on a form ribbon in Agent Workspace. The form ribbon helps agents quickly scan relevant information about the record, such as a timeline, a user or customer summary, and SLAs.Configure lookup and verify in Agent WorkspaceConfigure a Consumer lookup or Contact lookup so that agents can easily identify the consumer information or contact information.Configure highlighted values in Agent WorkspaceAdd highlighted values to the secondary values in the form header in Agent Workspace.Record tagging in Agent WorkspaceAdd tags to records in Agent Workspace. You can set the tag visibility to all users, visible only to specific groups or users, or visible to a single user. Configure the form layout for Agent WorkspaceConfigure the form layout for the workspace form view so agents can create or edit a form.Create custom UI actions for Agent WorkspaceCreate UI actions to customize Agent Workspace for your organization. With UI actions, you can create custom buttons or menu items and you can also limit agent access to certain forms by user role.Configure templates for Agent WorkspaceConfigure templates for Agent Workspace. Templates display content for defined fields on a specified table that are relevant to your agent.Add special handling notes to records in Agent WorkspaceAdd special handling notes to highlight important information on a record for agents to quickly see and act upon.Journal fields in Agent WorkspaceEnter information on a form using Agent Workspace journal fields. The information in these fields helps you collaborate and communicate about the record. In New York, only journal_input fields are supported. Journal_input fields are multi-line text boxes which add comments into the activity field. By default, the Additional comments and Work notes journal fields are available. On this page Send Feedback Previous Topic Next Topic
Configuring Agent Workspace forms Configure the way that forms appear for agents in Agent Workspace so that they can easily find the information they need to complete their tasks. You can also configure the fields that appear on the form depending on the record type and user role. You can configure templates with pre-populated fields and UI actions to make the workspace more interactive. You can also configure Lookup and Verify to help agents look up and verify contact or consumer information. The fields in the Agent Workspace form are limited to the ones that agents use the most. For a list of available fields, see Agent Workspace supported field types. Figure 1. Form navigation Table 1. Form elements Feature Description (1) Form tab Tab that identifies the open record. Agents can have an unlimited number of tabs open and can work between tabs without leaving their working session. (2) Sub tabs Tabs that enable agents to open related information from a form in a sub tab. Any related information that agents open from a form opens in a subtab. That way, agents do not lose any context from where they started. (3) Reference icon Reference icon that opens a subtab where the agent can see more information about the record. For example, a reference icon on a caller gives user information on that person. (4) Activity stream Stream that enables agents to view all the activity for a record. Agents use the activity stream filter to focus on more specific information in the stream. (5) Related lists Lists that agents can reference to give accessible related context. For example, Child Incidents show related incidents to the record. (6) Contextual sidebar Displays icons corresponding with these options: Agent Assist - displays/hides the Agent Assist panel from which you can attach articles, order catalog items, or find community discussions. Attachments - displays/hides the Attachments panel from which you can add an attachment to the record. Attachments are automatically scanned for viruses when added. Templates - displays/hides the Templates panel from which you can apply a template. Templates created for platform records also apply to workspace records. For more information on creating a template, see form templates. Templates in workspace follow any ACL rules that have been configured. (7) UI actions Actions that agents can perform on the form. UI actions in workspace can either be buttons or menu items. (8) Record tags You can add tags to records in Agent Workspace. Tag visibility can be set to all users, visible only to specific groups or users, or visible to a single user. (9) Highlighted Values You can add highlighted values to the secondary values in the form header in Agent Workspace. Configure the form header for Agent WorkspaceConfigure the form header and subheaders in Agent Workspace so that agents can quickly see information about each record.Configure Agent Workspace ribbon settingsConfigure components that appear on a form ribbon in Agent Workspace. The form ribbon helps agents quickly scan relevant information about the record, such as a timeline, a user or customer summary, and SLAs.Configure lookup and verify in Agent WorkspaceConfigure a Consumer lookup or Contact lookup so that agents can easily identify the consumer information or contact information.Configure highlighted values in Agent WorkspaceAdd highlighted values to the secondary values in the form header in Agent Workspace.Record tagging in Agent WorkspaceAdd tags to records in Agent Workspace. You can set the tag visibility to all users, visible only to specific groups or users, or visible to a single user. Configure the form layout for Agent WorkspaceConfigure the form layout for the workspace form view so agents can create or edit a form.Create custom UI actions for Agent WorkspaceCreate UI actions to customize Agent Workspace for your organization. With UI actions, you can create custom buttons or menu items and you can also limit agent access to certain forms by user role.Configure templates for Agent WorkspaceConfigure templates for Agent Workspace. Templates display content for defined fields on a specified table that are relevant to your agent.Add special handling notes to records in Agent WorkspaceAdd special handling notes to highlight important information on a record for agents to quickly see and act upon.Journal fields in Agent WorkspaceEnter information on a form using Agent Workspace journal fields. The information in these fields helps you collaborate and communicate about the record. In New York, only journal_input fields are supported. Journal_input fields are multi-line text boxes which add comments into the activity field. By default, the Additional comments and Work notes journal fields are available.
Configuring Agent Workspace forms Configure the way that forms appear for agents in Agent Workspace so that they can easily find the information they need to complete their tasks. You can also configure the fields that appear on the form depending on the record type and user role. You can configure templates with pre-populated fields and UI actions to make the workspace more interactive. You can also configure Lookup and Verify to help agents look up and verify contact or consumer information. The fields in the Agent Workspace form are limited to the ones that agents use the most. For a list of available fields, see Agent Workspace supported field types. Figure 1. Form navigation Table 1. Form elements Feature Description (1) Form tab Tab that identifies the open record. Agents can have an unlimited number of tabs open and can work between tabs without leaving their working session. (2) Sub tabs Tabs that enable agents to open related information from a form in a sub tab. Any related information that agents open from a form opens in a subtab. That way, agents do not lose any context from where they started. (3) Reference icon Reference icon that opens a subtab where the agent can see more information about the record. For example, a reference icon on a caller gives user information on that person. (4) Activity stream Stream that enables agents to view all the activity for a record. Agents use the activity stream filter to focus on more specific information in the stream. (5) Related lists Lists that agents can reference to give accessible related context. For example, Child Incidents show related incidents to the record. (6) Contextual sidebar Displays icons corresponding with these options: Agent Assist - displays/hides the Agent Assist panel from which you can attach articles, order catalog items, or find community discussions. Attachments - displays/hides the Attachments panel from which you can add an attachment to the record. Attachments are automatically scanned for viruses when added. Templates - displays/hides the Templates panel from which you can apply a template. Templates created for platform records also apply to workspace records. For more information on creating a template, see form templates. Templates in workspace follow any ACL rules that have been configured. (7) UI actions Actions that agents can perform on the form. UI actions in workspace can either be buttons or menu items. (8) Record tags You can add tags to records in Agent Workspace. Tag visibility can be set to all users, visible only to specific groups or users, or visible to a single user. (9) Highlighted Values You can add highlighted values to the secondary values in the form header in Agent Workspace. Configure the form header for Agent WorkspaceConfigure the form header and subheaders in Agent Workspace so that agents can quickly see information about each record.Configure Agent Workspace ribbon settingsConfigure components that appear on a form ribbon in Agent Workspace. The form ribbon helps agents quickly scan relevant information about the record, such as a timeline, a user or customer summary, and SLAs.Configure lookup and verify in Agent WorkspaceConfigure a Consumer lookup or Contact lookup so that agents can easily identify the consumer information or contact information.Configure highlighted values in Agent WorkspaceAdd highlighted values to the secondary values in the form header in Agent Workspace.Record tagging in Agent WorkspaceAdd tags to records in Agent Workspace. You can set the tag visibility to all users, visible only to specific groups or users, or visible to a single user. Configure the form layout for Agent WorkspaceConfigure the form layout for the workspace form view so agents can create or edit a form.Create custom UI actions for Agent WorkspaceCreate UI actions to customize Agent Workspace for your organization. With UI actions, you can create custom buttons or menu items and you can also limit agent access to certain forms by user role.Configure templates for Agent WorkspaceConfigure templates for Agent Workspace. Templates display content for defined fields on a specified table that are relevant to your agent.Add special handling notes to records in Agent WorkspaceAdd special handling notes to highlight important information on a record for agents to quickly see and act upon.Journal fields in Agent WorkspaceEnter information on a form using Agent Workspace journal fields. The information in these fields helps you collaborate and communicate about the record. In New York, only journal_input fields are supported. Journal_input fields are multi-line text boxes which add comments into the activity field. By default, the Additional comments and Work notes journal fields are available.
