Use mobile application to perform agent and manager tasks

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of Use Mobile Application to Perform Agent and Manager Tasks

    The Customer Service Management mobile application allows customer service agents and managers to efficiently manage tasks and cases from anywhere, ensuring prompt action on customer issues. Agents can handle routine actions and notifications in real-time, while managers can approve escalations and address major issues swiftly.

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    Key Features

    • Agent Tasks:
      • Accept a Case: Swipe left and tap Accept to take on assigned cases.
      • Add Comments: Swipe right and tap Add Comments to provide updates.
      • Assign/Reassign Cases: Use swipe actions to assign cases to others or yourself.
      • Close/Edit/Open Cases: Access options to manage the case status and details easily.
      • Propose Major Cases/Solutions: Initiate proposals for significant cases and solutions, contingent on plugin activation.
      • Request More Information: Easily request additional details related to a case.
      • Escalate Cases: Escalate cases with necessary information for further review.
      • View Change Requests: Access detailed view of change requests linked to cases.
    • Manager Tasks:
      • Approve Escalations: Navigate to My Approvals > Escalations to review and approve pending requests.
      • Review Change Requests: Approve or reject change requests in Assess state via My Approvals > Change Requests.

    Key Outcomes

    Utilizing the mobile application enhances the efficiency of customer service operations, enabling agents and managers to act on cases and escalations in real-time. This capability not only streamlines workflows but also improves customer satisfaction through timely responses and resolutions.

    Customer service agents manage cases and real-time notifications help in taking immediate action. Customer service managers can approve escalations and perform tasks on major issues with a swipe.

    Agents (sn_customerservice_agent​) and customer service managers (sn_customerservice_manager) can perform routine actions and approvals effectively anytime and anywhere.

    Table 1. Agent tasks
    Agent tasks Action Description
    Accept a case Swipe left and tap Accept. Accept a case that has been assigned to you.
    Add comments to a case
    • Swipe right and tap Add Comments.
    • Tap the top menu and select Add Comments.
    		 Add information to the case Work Notes or Additional Comments fields.
    Assign a case to another agent
    • Swipe left and tap Assign.
    • Tap the top menu and select Assign.
    		 This action is available for unassigned cases. Select to display the Assignment Group and Assigned To fields and make the assignments.
    Assign a case to yourself
    • Swipe left and tap Assign to me.
    • Tap the top menu and select Assign to me.
    		 Assign an unassigned case to yourself.
    Close a case Tap the top menu and select Close Case. Select to display the Resolution Code and Resolution Notes fields, which are mandatory fields for completing this action. Enable the check box to add the resolution code to the Additional Comments field.
    Edit a case Tap the top menu and select Edit Case. You can edit the following fields in the Case form:
    • Short description
    • Account
    • Contact
    • Needs attention
    • Priority
    • Product
    • Asset
    • Assignment group: selecting an assignment group clears the value in the Assigned to field.
    • Assigned to: if a group is selected in the Assignment group field, the list of available users belong to that group.
    Open a case Tap the top menu and select Open Case. Open a case and change the state from Awaiting info or Resolved to Open.
    Propose a case as a major case Tap the top menu and select Propose Major Case. Propose a case as a major case candidate.
    Note:
    This action is available if the Major Issue Management plugin is activated.
    Propose a solution for a case Tap the top menu and select Propose Solution. Select to display the Resolution Code and Resolution Notes fields, which are mandatory fields for completing this action. Enable the check box to add the resolution code to the Additional Comments field.
    Reassign a case to another agent Swipe left and tap Reassign. Available for assigned cases. Select to display the Assignment Group and Assigned To fields and change the assignments.
    Request more information
    • Swipe left and tap Request Info.
    • Tap the top menu and select Request Info.
    		 Add the request to the Additional Comments field.
    Search for a case using keywords (role: sn_customerservice_agent or sn_customerservice_manager Enter search keyword in the search bar. All cases except those in "Closed" state are listed. From the top menu, you can request for information, escalate a case, propose a solution and so on.
    Escalate a case (role: sn_customerservice_agent or sn_customerservice.escalation_requester​) Tap the top menu and select Escalate Case and fill in the required information. Enter the following information and click Submit.
    • Request Source
    • Reason
    • Escalation Severity
    • Escalation Template
    • Escalation Justification
    View escalation Click Escalations tab. You can view details of the escalation such as escalation justification and the requester's name.
    View change request (role: sn_customerservice_agent and sn_change_read) Click on Change Request field on the case form. The Change Request form view displays details about the schedule, planning, conflicts, and details of the change activity.
    Table 2. Manager tasks
    Manager tasks Action Description
    Approve escalations (role: approver_user)
    Note:
    Agents with the approver_user role can also approve escalations and change requests.
    • Navigate to My Approvals >Escalations.
    • Tap the top menu or swipe left.
    • Click Reject or Approve.

    • Pending approvals are displayed based on the oldest request.

    • Click the Approved tab to check the escalation you approved.​

    Note:
    When an escalation is raised, users who are part of the group that has permissions to approve are notified. The approvers review and approve them.
    Review and approve change requests (role: approver_user)
    Note:
    Agents with the approver_user role can also approve escalations and change requests.
    • Navigate to My Approvals>Change Requests on the case form.
    • Approve or Reject the change request that is in Assess state on the Change Requests form.
    		 A change request requires team members or a manager to assess the change request. They evaluate the request and approve or reject.
    Note:
    When a change request is raised, users who are part of the group that has permissions to approve are notified. The approvers review and approve them.