Preloading session data for a better agent experience

In the sample for Unified Service Desk, a technique is demonstrated where you search for a contact, open the contact, which opens a session, then loads the contact into a Contact tab. Once the Contact is loaded into the tab, the page is scanned for data and the Data Parameter list is populated. Once this…


The ins and outs of Unified Service Desk’s Agent Scripting tool

Background The Unified Service Desk Agent Scripting tool is a component that provides a script to be used on a phone call or via chat along with a decision tree for agents to quickly get to the work they need to perform. The tool provides for CRM admin based configuration, can provide next steps, hints, instructions,…

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