Highlight vip user in "service workspace operation" BEFORE record is saved.

EPoole954
Tera Contributor

‎05-01-2025 08:39 AM

Currently (Screenshot), within the "Service Operation Workspaces" the VIP flag is displayed for VIP users "AFTER" the record is saved (below). The Requirement:  VIP flag to show up on the user field BEFORE the record in saved so that agents know user status while creating a new record. I navigated to Workspace Experience > Highlighted Values to complete the correct setup. Any help is much appreciatedVIP.png

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Blobbo
Tera Contributor
In response to Luiz Lucena

2 weeks ago - last edited 2 weeks ago

I agree, Luiz.

In case unclear, the requirement is that, as soon as the agent enters the caller into the INC, they should see a clear visual indicator that the caller is a VIP.   This helps the agent greatly when they are in live contact with the Caller e.g. by phone, chat etc.

Current behaviour is that the caller's VIP status is only checked AFTER the INC is saved and all mandatory fields filled. This is TOO LATE. The agent has probably already assigned the INC to another team so doesn't see it in their queue, the Caller is no longer on the phone. 

You can add Caller.VIP as a field on the form, but if you make the field read only (as it's not the agent's job to set/clear the VIP property) the checkbox is in low-contrast greys, far too easy to miss.  

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