Customer service managers oversee agents and agent groups. Managers can perform tasks such as assigning cases, managing customer account teams, and maintaining special handling notes.

Table 1. Manager tasks

Topic	Description
Manage agents and cases	Assign a case from the assignment workbench View team members assigned to an account Add an agent to the chat support assignment group
Work with special handling notes	Create a special handling note Delete a special handling note
Work with other records	Create a social media profile Create a social media log entry Approve a service contract