Service Operations Workspace for ITSM user interface
Summarize
Summary of Service Operations Workspace for ITSM user interface
The Service Operations Workspace for ITSM provides agents with a streamlined interface to prioritize tasks and facilitate resolutions. Agents can access it from the Workspaces menu, allowing them to navigate through various functionalities designed to enhance their workflow.
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Key Features
- Landing Page: Offers an overview of assignments, announcements, and upcoming tasks. Tier 1 agents can also assess performance and view assigned courses.
- Lists: Agents can analyze individual lists of incidents, catalog tasks, and requests, and create custom or modified lists from the My Lists tab.
- Record View: Agents can open task records for detailed information.
- Inbox Functionality: Agents can control their availability status, manage chat requests, and interact with requesters. Automatic assignment of chat conversations can be enabled for streamlined communication.
Key Outcomes
By utilizing the Service Operations Workspace, agents can efficiently manage their tasks, enhance communication through chat, and maintain visibility on their work assignments. This leads to improved response times and overall service delivery within ITSM operations.
You can navigate through the Service Operations Workspace to get an overview of how an agent can prioritize tasks and provide resolution.
Accessing Service Operations Workspace
From the Workspaces menu, select Service Operations Workspace.
Landing page
From the Workspaces menu, select Service Operations Workspace and click the home icon (
).
An agent can analyze assignments and view announcements and upcoming tasks. Tier 1 agents can also analyze the performance and view the assigned courses. For information about the landing page, see Service Operations Workspace for ITSM landing page.
Lists
From the Workspaces menu, select Service Operations Workspace and click the list icon (
).
An agent can analyze the individual lists of incidents, catalog tasks, requests, problem, and so on, and take appropriate action.
From the My Lists tab, an agent can create a separate list or a different version of the existing list. For information about creating a list, see Create a list in Service Operations Workspace.
Record view
Open any task record to navigate to its record view.
Inbox
Agents can set the status to Available or Away to open or close the inbox for chat requests. When a requester initiates a chat conversation from any Service Portal page, the chat interaction appears in the inbox of all agents who are configured as group members for Agent Chat Queue. For information about inbox configuration, see Configure the inbox in Service Operations Workspace.
- When the automatic assignment of chat conversations is enabled, the chat conversation is automatically assigned to the agent, an interaction record is created in Service Operations Workspace, and the agent can continue the chat conversation. Based on options selected in the Chat - Most Capacity assignment rule, the interactions can open as non-active tabs in the inbox. For information on enabling automatic assignment of chat conversations using this assignment rule, see Enable automatic assignment of interactions to an agent.
- When the automatic assignment of chat conversations is not enabled, the agent can then approve or reject the chat conversation. When the agent accepts the chat conversation, an interaction record is created in Service Operations Workspace and the agent can continue the chat conversation.
When the requester in Service Portal or the agent in Service Operations Workspace ends the chat conversation, the interaction is closed.