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