Enable agents to create the records they need so they can do their work in Workspace.

Before you begin

Role required: workspace_admin

About this task

Agents access open records by clicking tabs above the Form Header. Agents create new records by clicking the plus (+) icon. You set up the tables agents can insert new records into.

Figure 1. Create a record
Create a record

By default, agents only create records in the Interaction table. These records store information about interactions, such as phone or chat conversations between agents and customers. Agents typically create incidents or problems out of those conversations. As the previous image shows, the agent can only create records in the Interaction and Incident tables.

The new record appears in a new tab. In this way, agents can jump between open records just by clicking tabs. The tabs in this image show two incident records are already open. Your job is to set up the correct list of tables agents can insert records into. Agents must have create permissions on those tables.

Procedure

  1. Navigate to All > Agent Workspace > New Record Menu.
  2. In the New Record Menu Items form, click New.
  3. In the New Record form, fill in the values.
  4. Click Submit.
  5. To see the records your agents can open:
    1. Under your profile picture, click Configure Workspace.
      Configure workspace
    2. On the Workspace form, click the New Record Menu Items tab.

Example

If you added the Incident table and made the Order value for the Incident table lower than the Order value for the Interaction table, Incident appears above Interaction in the list of records an agent can create.

Create a record

What to do next