Agent Workspace was released as a Now Platform capability in the Madrid release and we are excited to announce the release of two new, free, On Demand courses covering Agent Workspace Fundamentals and Agent Workspace Implementation. These courses are available to take individually or together as part of a learning path.
If you are unfamiliar with the application, Agent Workspace is a configurable service desk application that provides agents with an integrated and graphically intuitive user experience.
Agent Workspace features include:
- • A multi-tab interface to help agents efficiently manage multiple cases or incidents on one screen
- • Real-time handling of calls and chats via Interaction Management System
- • Task resolution assistance via Agent Assist
- • Intuitive search capabilities enabling agents to quickly find relevant content
- • Heads up display of contextual information helping agents quickly get oriented to the task at hand
By default, Agent Workspace is active for all instances. Read on to learn more about the two new trainings!
Agent Workspace Fundamentals is a free On Demand 30-minute course designed to give you an introduction to the Agent Workspace application.
Who Should Take This Course? This course is designed for Level 1 agents (service desk, customer service desk, or equivalent), system administrators, and implementers.
What Will You Learn? Agents will learn how to identify and describe Agent Workspace features. You will also learn how to locate components within Agent Workspace and demonstrate how to use them. Then, learn to create process-specific records. Finally, you will be able to both describe the use of a personalized list and how to create them and describe the purpose of record tags and how to create them. After a quick review and knowledge check, you’ll have completed this course!
Agent Workspace Implementation
Agent Workspace Implementation is a free, On Demand 3 hours and 25 minutes course where you will learn the power of configuring the Agent Workspace service desk application.
Who Should Take This Course? This course is designed for system administrators and implementers looking to configure Agent Workspace.
What Will You Learn? System administrators and implementers will learn about the various components of Agent Workspace and how to configure them. The course starts with an overview of the application and then moves on to Landing Pages. From there you will learn about the Application Tabs, Lists and Forms. Search Capabilities are covered in the next section. Finally, you will learn which other applications integrate with Agent Workspace. A review and knowledge check complete the course!
What’s Next?
If you’ve finished Agent Workspace Fundamentals and Implementation and you’re looking to continue your learning with complementary applications check out Advanced Work Assignment, Virtual Agent Fundamentals, and Predictive Intelligence Fundamentals and Implementation.
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