Log into your Self Service Portal and your Support Agent Console to answer the following questions.

  • As a self-service user, request a live agent. What actions did you perform before you requested the agent?
  • As a support agent, join a chat session with a self-service user. What actions did you perform before you could join the session? What message does the self-service user see in the Self Service Portal?
  • As a support agent, select a Quick Text prompt to chat with the user. How did you do this?
  • As a support agent, select a Question Script to chat with the user. As a self-service user, respond to the questions in the script.
  • As a support agent, view the customer information. What information is displayed to you?
  • As a support agent, view the incident summary information. What information is displayed to you?
  • As a support agent, change the number of windows to view. What happens in the console?
  • As a support agent, what happens if you wait 30 seconds to respond to a user message? What happens after 60 seconds?
  • As a support agent, send a file to a self-service user. What message does the self-service user see? Did the user receive the file?
  • As a support agent, send a URL to a self-service user. What message does the self-service user see?
  • As a support agent, release a chat session. What message does the self-service user see?
  • As a support agent, close a chat session. What message does the self-service user see?
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