Service Operations Workspace interaction record

[Wendy Kuo]

We are evaluating how to optimize the out-of-the-box (OOTB) Interaction Record feature within Service Operations Workspace along with Playbook to improve data quality and reporting capabilities. We currently create incident records for all customer interactions even the ones that are not deem incident. Wanted to see if there are examples of one who uses interaction records and also use Playbook to guide agents through decision trees rather than relying on manual selection where it would automatically populates fields based on agent actions. As such reduce manual data entry errors by having agents choose from validated options rather than typing free text. If so, did they feel data quality was improved and reporting as enhanced via this approach.

[Mark Manders]

Playbooks can help on assessment of any record type. But you first need to find out what the current issue is. Because if 'let's create an incident so we can work from there' is the reason everything is an incident, your Playbook isn't going to fix that. It will just be a different way of ending up creating an incident ("if I say 'yes' here, it is a request, so I will always say 'no'").

You can't use technology to fix a broken process. Especially when the broken part is at the human level. They will find a way around it. 

If it's an 'I just don't know how to assess correctly'-issue, then Playbooks will certainly help. Especially because it's a uniform way of assessing. When it's a very large team with lots of people leaving and coming in or even external help, having Playbooks in place will be a huge help.