HELP DESK REQUEST MANAGEMENT:
- COMPUTER TELEPHONY INTEGRATION IS AVAILABLE FOR HELP DESK IN THE REDWOOD EXPERIENCE
Computer Telephony Integration (CTI) can now be used with the Help Desk in the Redwood user interface using the MCA framework. Incoming calls are routed to appropriate agents and the caller’s information is automatically shown for the incoming call if the caller’s originating phone number is recognized. Agents must set themselves as available by clicking on the phone availability icon in the UI shell to receive inbound phone calls.
This allows the agent to verify the caller’s identity using information such as the employee’s email address and quickly see all of the requests associated with the employee to which the agent has privileges. If more than one employee is associated with the inbound phone number, the agent can choose the primary contact from a list of employees. The agents can also add notes at the end of the call and record the outcome.
HELP DESK SELF-SERVICE
- ENHANCEMENTS TO THE KNOWLEDGE USER EXPERIENCE IN HELP DESK
The My Knowledge page in the Redwood UI now allows agents to mark a knowledge article as a favorite and allows users to leave suggestions on knowledge articles. Type-ahead is also available when searching for an article.
Help Desk agents can filter on Favorite Knowledge Articles to easily and quickly identify an article that they may wish to include in a response to the employee.
The suggestions action allows the help desk agent to identify where knowledge could be improved by the author if additional details or clarifications are needed to enhance understanding.
Type-ahead suggestions allow for quicker access when searching for knowledge within the Help Desk.
HELP DESK ANALYTICS
- ANALYZE INTERNAL HELP DESK REQUEST RELATIONSHIPS
Relationships enhance the efficiency of your agents by making it easier to track interrelated issues. Visibility to relationships between Internal Help Desk Requests themselves or relationships with Cases help agents understand dependencies that might block speedier resolutions. For example, agents and managers would like to know the dependent Internal Help Desk Requests blocking resolution of a critical request.
A new subject area, ‘Help Desk – Internal Service Request Relationships Real Time’ with pre-built metrics and contexts helps you create impactful analyses for deeper insights into relationships.
Reports in the BI Catalog targeted at Manager and Agent roles provide summary and detailed views of relationships between source Internal Requests and other business objects.
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