Outsourced Service Provider agent tasks

Outsourced service provider agents (OSPs) extend the capabilities and reach of an organization’s customer service operations by providing basic customer service to customers and consumers.

Some key functions that outsourced service provider agents can perform include the following.

Table 1. Outsourced service provider agent tasks

Task	Description
Create work order	An OSP agent can create a work order so that it can be assigned to a Field Service agent.
Escalate a case	An OSP agent can escalate a case when unable to resolve or fulfill a case for various reasons such as technical limitations, knowledge gaps, or access restrictions.
View account or consumer assets	An OSP agent can view the assets owned by an account or consumer which helps in creating or fulfilling a case.
View account contracts	As an OSP agent, you can view contracts owned by accounts or consumers in order to create or fulfill a case.
View customer or consumer data	As an OSP agent, you can view the customer or consumer data to fulfill cases.
Create a case task	An OSP agent creates a case task after a case has been assigned. As an agent, you can work on the case adding work notes and additional comments.
Assign a case	Assign a case to yourself or another Outsourced Service Provider (OSP) agent within the organization to start working on the case or to fulfill the case.
Create an appointment	As an agent, you can create an appointment for the requester of a case.
Transfer a case	The OSP agent or manager, if unable to resolve a case, transfers the case manually to an enterprise's internal agent.
View cases	As an OSP manager or agent, you can view all application modules with the list of cases for customers, consumers, and products served by your organization.
View case related emails and respond	As an OSP agent, you can view the list of emails related to a case that is assigned to you. You can respond to a case by creating a new email and sending it to the stakeholders of a case.
Report knowledge gap from a case	When an OSP agent has a knowledge gap which impacts the ability to resolve a case, the agent can report the knowledge gap.
Propose a major case	As an OSP agent, you can propose a major case from the existing customer service case assigned to you.
Close a case	Users with OSP agent role can propose a solution to a case and close the assigned cases.
Contextual search	Users with OSP agent role can search for related information to fulfill a case. The search results returned are the list of entities that the agent is entitled to as per the data governance.
View list of entitlements	As an OSP manager or agent, you must view entitlements for an account or consumer to create or fulfill cases.