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Customer Success Team

November 4 / 2014

Customer Success Enablement Kit

Transition to the Remedyforce Console: Staff/Agents

Value Enablement Kit Objectives

The transition for customers to begin using the Remedyforce Console involves some change for staff / agents. The objective of this value kit is to assist with some essential training materials.

• The objective of the Agent Essentials module is to review how the Agent’s will use the Remedyforce Console

• Incidents, Problems, Changes, Service Requests, Tasks, Broadcasts

A difference in the day in the life..

Staff / Agent Console Essentials

What is the Remedyforce Console?

• The Remedyforce Console is a new UI that enables you to manage your incident, problem, change, task, broadcasts and release records from a single console

• You can view a list of all existing records for a module (for example, Incidents/ Service Requests or Change Requests) within the Remedyforce Console tab.

• You can also create new records, view the details of existing records, and perform various actions such as closing a record and editing a record.

Introducing…The Remedyforce Console!

Agent Standard View of the Console• The everyday view an Agent will work in is the Remedyforce Console• The console contains the list of tickets. The detail of the ticket can be seen

by clicking on the row of the ticket and a separate tab will open for you• You can edit or create a new ticket from within the Remedyforce Console

and each will appear as a tab for you to toggle between if you need to• Within the Console you can see all tickets that are viewable based on the

profile and queues assigned to the Agent• By selecting the ticket within the console you can drill into specific details• Filtering on either a queue or your tickets can be accomplished by clicking the

dropdown arrow (view the next screenshot)

Agent Standard View of the Console

Dropdown where you can filter your queue

Agent Standard View of the Console

You can select your queue here, or create a new view

Managing Incidents and Service Requests

Separate tabs for each ticket open Click on an existing

incident

Click New to create a new incident

See list of incidents that has not been touched

Agent View – Existing Incident

Ticket Description

Ticket Category

Template Used: Drives the fields

Client ID

Agent View – New Incident

Click New

See a new tab open for the new incident without

having to close other tabs

Agent View – New Incident

Complete information and save the ticket

Agent View – Incidents

Select a category

My Dashboard View

Snapshot of your incidents, problems, etc.

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Bring IT to Life.™

Thank You