Customer service agents can use Agent Dashboard to perform many different types of tasks, including the following.
- chat with users about their open issues
- see metadata about users, devices, and issues
- search, sort, view, and update user issues
- create and configure personal Smart Views
- search (using the "/" command) and invoke Quick Replies
- inject knowledge base articles into support chat sessions
- resolve user issues
- reassign user issues
- use shared Smart Views