support agents can get started quickly

Learning Goals

• Log in and open the customer service workbench.
• Switch online status to start hosting.
• Receive, reply, and end the conversation gracefully.

Prerequisites

1. Your administrator has assigned you the “Customer Service Agent” role.
2. The administrator has created available channel and session assignment rules.
3. There are new pending “sessions”.

Instructions

Step one: Enter the customer service workbench

1. Log in to the ShareCRM system. 2. In the main navigation bar on the left, click Customer Service Workbench.

Step 2: Switch online status

1. In the upper left corner of the customer service workbench, click the current status drop-down menu (default shows Offline). 2. In the drop-down list, select Online. At this point the system starts assigning you waiting sessions.

Step 3: Receive and reply to messages

1. When a new session is assigned to you, the system will pop up a prompt in the session list on the left.
2. In the session list on the left, select the target session in the In Progress list.
3. In the middle chat input box, enter the reply content and press Enter or click Send.

Step 4: End the session

1. After the conversation is completed, click End Session in the upper right corner of the chat window.

Next steps

• Handle sessions
• support agent management
• Customer service workbench