Robin Feddema Consultant

You can configure which additional tabs you want to be openend when you open a new session. F.E. The customer details when you open a case in new session. What we would like to have is the opportunity to configure which tabs to open automatically when a service professional starts up the Customer Service Workspace in the Home session. It now opens only one tab with a dashboard. We would like to also open f.e. a second dashboard and the knowledge search functionality in a 2nd and 3rd tab.

From a dashboard in the home session you can open one case, which is openend in a new session and your screen goes towards the case you just openend. To open a second one you have to navigate back to the dashboard and click on the second case. It is not possible to select multiple cases and open them in sessions in one action. We would like to be able to select multiple records to be openend in sessions, instead of opening them one by one. This wil dramatically improve agent efficiency.

We use the productivity tools to handle cases. But when an account of contact is openend in a session the employee is also bothered by the productivity pane, even though they can't use the productivity tools for these entities. You cannot configure for which entities to enable the productivity pane. Therefore, we would like to be able to configure for which entities the productivity pane is enabled so employees don't get bothered with the pane for irrelevant entities.

If a customer doesn't reply after x amount of time send him an automated message like 'Are you still there, we haven't heard from you for some time'.