Published at: 2026-09-17
Configure customer service workbench-assisted intake
Configure an entry that lets online and call-center agents create work orders for end users from the customer service workbench.
Overview
When an end user reports an issue through online support or a support call, an agent can create the work order on the user’s behalf. This entry depends on the agent’s Work Order permissions, record-type access, and workbench extension configuration.
Before you begin
- Use a ShareService administrator account or an account that can configure Work Order objects, record types, and the customer service workbench.
- Confirm that the required Work Order record types, fields, and create-page layouts are configured.
- Prepare an agent test account and an online customer service channel that the account can access.
Configure workbench-assisted intake
- Grant the target agents or roles the required permissions for the Work Order object, including create and list-view permissions.
- Assign the Work Order record types that the agent roles can use.
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Go to Online Customer Service > Web Access > Workbench Extension Information, and add the Work Order object to the workbench. On some pages, this area appears as Access Channel Settings > Extension Panel.
- Sign in with the agent test account, open the target channel in the workbench, and create a test work order from a conversation.
Expected results and verification
- The agent can see the Work Order entry in the target conversation.
- The create page shows the record types and layouts available to the agent’s role.
- Submit the test work order and verify its account, contact, source, and record type.
Notes
- If object permissions, record-type access, or the workbench extension is missing, an agent might not see the entry or be able to submit a work order.
- This guide covers assisted intake for call-center scenarios. It does not cover call-center integration or channel setup.
- Workbench-assisted intake and end-user self-service intake use different roles, permissions, and entries. Do not apply one permission model to the other.