Exploring Universal Request in Agent Workspaces
Learn to create universal requests and understand how user requests are resolved in the Universal Request in the Agent Workspaces.
As a user, when you initiate a chat using the service portal, the routing agent can interact with you using the workspace.
The routing agents can then perform the following actions:
- Create a Universal Request manually or from an Interaction Record.
- Self assign a Universal Request by clicking the Assign to me button or assign to an assignment group.
- Use Agent Assist capability to find similar UR, related knowledge articles, or catalog items that can help.
- If the agents have a routing agent role of a particular department, then they can create a department specific ticket. For example, and IT routing agent role can create an Incident from the Universal Request.
- Resolve, accept, or reject the resolution based on the state mapping configuration of your department.
- Route primary tasks back to UR with resolution or without resolution.
Universal Request Overview dashboard
The Universal Request Overview dashboard is the default landing page of the
Universal Request Agent Workspace. This dashboard contains the basic score card and reports.
The information available on this page are:
- List of all Universal Request tasks that are assigned to you in the My Work section.
- Report on your team's work.