Problem Statement: VIP Flag is not visible on the “Caller” field in Incident record. 1. Navigate to the instance and type “Workspace Experience -> Administration ->Highlighted values”. 2. Make sure the “Application” is as per the scope you want...
By default, Service Operations Workspace doesn't provide the shortcut option for creating new request from the workspace. 1. On the Service Operations Workspace, on click of the “+” icon by default it displays the below option, 2. Navigate to...
In this article, we will be seeing how to set up "Global" quick links. Apart from the personal quick links, global quick links can also be published across the workspace as per the organization needs. Clone the landing page “Custom Service desk l...
When the user tries to create a new request within the workspace using the "+" icon on the landing page, it routes to the workspace portal but doesn't show up all the catalog items. Below are steps to be implemented to overcome the issue, Clic...
In this article, we will see how to group the records in the list view for easy access. By doing so, it helps the fulfiller to get more visibility and avoids creations of custom lists. 1. By default in Service Operations Workspace, on accessing th...
In the Virtual Agent, on the branding editor by default we have the below menu item types but mostly we can see only Email, Phone and Chat being used in the support options. We can even add a "Link" and route to the desired site/portal from chat ...
Before working on customizations, kindly go through and understand the components of Entity View Action Mapper (EVAM) In the Service Operations Workspace landing page, by default below are the list of visualizations that gets displayed, - Incident ...
Landing page is where an agent can get quick visibility into the work assigned, view announcements, and view upcoming tasks. Steps involved in cloning the landing page, Navigate to UI builder -> Service Operations Workspace Access the Page...
