Navigating Collaboration Console
As a collaborator, get insights into the situation of your customer and provide inputs to improve the customer satisfaction. Use the collaboration console to perform the following tasks:
- View a summary of the customer and case details.
- View the Edit Case console.
- View the Customer 360 Console.
- Add comments.
Additionally, a frontline agent and a resolver agent can also access Collaboration Console to add comments to cases
Overview of Collaboration Console
The following image highlights the different sections in the console:
The following table describes the different sections in the console:
Annotation | Section | Use |
|---|---|---|
1 | Collaboration Console | Get access to a customer profile that includes the customer details federated from different system of records. |
2 | Collaborated Cases | View a list of cases sent to you for collaboration. You can also view comments from the case submitters in this list. |
3 | Comments | Provide your inputs and updates about the case. |
4 | Customer 360 Profile | Get a brief overview of a customer profile with various customer details; for example, customer segment, email, SLA and customer status. |
5 | Case Details | Get a brief overview of the case with case classifications and assigned group. |
6 | Case Collaboration Worklog | Get a list of all comments by agents and collaborators with their group name and case ID. |