All dashboards that an agent has access to. These can be configured for the entire organization or agents can create their own.
Case Inbox
An inbox for Agents to see all Cases assigned to them or work baskets that they are part of.
Task Inbox
An inbox for Agents to see all Tasks assigned to them or work baskets that they are part of.
CRM Search
List of all the actual records in Operational CRM. Ability to search by Name, Entity Type, Party Type, Email, Phone, and Address
Email Search
List of all the actual Email cases. Ability to search by Email ID, Mail Category, Summary, Milestone, Priority, Owner, and Created Date
Complaint Cases
List of all the actual Complaint cases. Ability to search by CaseId, Milestone, Priority, SLA Goal, SLA Deadline, Summary, Created Date, Created By, Modified Date, Modified By, Case Owner, Resolved By, Closed By, Source, Dispute Channel, and Account Number
Request Cases
List of all the actual Request cases. Ability to search by CaseId, Milestone, Priority, SLA Goal, SLA Deadline, Summary, Created Date, Created By, Modified Date, and Modified By
Enquiry Cases
List of all the actual Enquiry cases. Ability to search by CaseId, Milestone, Priority, SLA Goal, SLA Deadline, Summary, Created Date, Created By, Modified Date, and Modified By
My Setup → My Dashboards
List of all the available dashboards for the logged-in user. Ability to sort the order, clone, add, and modify a dashboard.
My Setup → My Profile
Profile page of the logged-in user. Ability to access and search the Cases assigned to the user, Documents, check the Units member of, Permissions, and Session History.
Admin Tools
A set of pages for administrators and managers to get detailed reports on customer service cases, emails, and other components of the help desk solution.
