In Orlando release, Incident management capabilities have been enhanced in Agent workspace. This would enable Service desk / Tier-1 agents to do their E2E work in Agent workspace.
At a glance below Incident management capabilities are added or enhanced in Agent workspace:
- Actions
- Copy Incident
- Report Knowledge Gap
- Create Knowledge article with KCS integration
- Related lists
- Created Knowledge
- Knowledge Gaps
- Interactions
- Others
- Agent affinity for Incident management
Now lets dig into each feature to understand it better:
Actions
Copy Incident
This feature helps agents to create similar Incidents for the other caller. The attributes which will be copied over to new Incident is driven by existing Incident Copy property, though the flow in agent Workspace is different that of Platform/Classic UI. Instead of opening an un-saved form,In agent workspace an agent firsts selects the caller for which the incident needs to be created ( as shown in below snapshot) to open a similar "saved" Incident form.
Report Knowledge Gap
This feature is introduced for Tier-1 / service desk agents to report any knowledge gaps they identify while working on Incident. Classic example could be : if agent do not find relevant knowledge articles to help them triage/solve the incident, they could choose to report this knowledge gap. Creation of knowledge gap creates a record for "knowledge feedback task" for the knowledge team to work upon.
Create Knowledge article with KCS integration
With the integration of KCS with Incident management, Service Desk/Tier1- agents can create KCS articles from Incident management.
Related lists
Created Knowledge
Old "Knowledge" related list has been renamed to "Created Knowledge" to clearly Indicate that the KB article listed in this list is created while resolving the Incident.
Knowledge Gaps
This related list contains all the reported knowledge gaps from this Incident. If also shows resulted knowledge article (Outcome) associated with knowledge gap.
Interactions
This related list is shown only if Incident is created through Interaction records. This related list contains the Interaction record list associated with Incident.
Others
Agent affinity for Incident management
Agent Affinity is an Advanced Work Assignment enhancement that enables you to streamline the routing of work items. Agent Affinity ensures that the same agent is assigned to a similar work item instead of orienting a new agent every time. Starting Orlando you can now route incidents to agents based on historical affinity with the affinity rule Incident affinity based on Caller for the Incident service channel.
