Use Agent Assist to expedite Walk-up Experience fulfillment

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Walk-up Experience agents can use the Agent Assist feature in Agent Workspace to expedite incidents and requests.

    Vorbereitungen

    Role required: sn_walkup.walkup_technician

    Warum und wann dieser Vorgang ausgeführt wird

    Agent Assist is a contextual search option available in Agent Workspace when a walk-up agent creates a new incident or new case associated with a Walk-up Experience interaction.

    Prozedur

    1. To use Agent Assist navigate to Workspace Experience > Agent Workspace Home.
    2. Open a walk-up interaction from your inbox or from My Assigned Walk-ups under Lists that you know requires an associated new incident or new case.
    3. Click the Create Incident or Create Case button.
      A new incident or case tab opens next to the details tab for the original associated walk-up interaction.
    4. Click the agent assist icon agent assist icon to use the feature.
      For more detailed information about Agent Assist and using it to expedite incidents and requests, refer to Using Agent Assist in Agent Workspace and Order a catalog item using Agent Assist.