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…

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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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