Welcome

The Advisor Desktop is a service console and is designed specifically for use by customer service agents to handle service interactions and tasks. As an advisor, this console is the only work area that you are likely to need. It provides you with all the tools and information that you need to complete service activities.

In the Advisor Desktop, you can:

• Handle customer emails

• Handle customer chat sessions

• Handle customer video chat sessions

• View customer records and interaction history

• Manage cases

• Manage activities such as tasks, emails, chats, and phone calls

• Use and contribute to the knowledge base

• Run reports on your performance

• Collaborate and chat with your team with the internal chat function

• Access knowledge tools using the Solve feature.