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''Cases'', located in the ''Contacts'' section of Agent Desktop, are a useful way to keep track of agent interactions, including any related notes from multiple agents and any subsequent follow-up activities. The content of these interactions is available to anyone on your team, allowing collaboration on cases that may take longer to handle than average. By default, cases are emails; however, cases also may be created from chats or calls. | ''Cases'', located in the ''Contacts'' section of Agent Desktop, are a useful way to keep track of agent interactions, including any related notes from multiple agents and any subsequent follow-up activities. The content of these interactions is available to anyone on your team, allowing collaboration on cases that may take longer to handle than average. By default, cases are emails; however, cases also may be created from chats or calls. | ||
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For more information about how to search for and add to cases, please see [[agent-guide/Cases|Cases]] in the ''Agent Guide''. | For more information about how to search for and add to cases, please see [[agent-guide/Cases|Cases]] in the ''Agent Guide''. | ||
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[[File:Cases-From-Chat-4-50.PNG|800px|thumb|center|Search for cases in Contacts]] | [[File:Cases-From-Chat-4-50.PNG|800px|thumb|center|Search for cases in Contacts]] | ||
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Latest revision as of 04:10, 29 May 2024
• 日本語
Cases
Cases, located in the Contacts section of Agent Desktop, are a useful way to keep track of agent interactions, including any related notes from multiple agents and any subsequent follow-up activities. The content of these interactions is available to anyone on your team, allowing collaboration on cases that may take longer to handle than average. By default, cases are emails; however, cases also may be created from chats or calls.
For more information about how to search for and add to cases, please see Cases in the Agent Guide.
