1. Getting Started
Tour of interface: Browser (BUI) view
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Tour of interface: Desktop Agent view
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Creating workspaces
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2. Designing the Customer-Facing Portal
Modify contact workspace
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Navigation sets
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Profiles and permissions
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Password configuration: Internal and external
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Categories
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Product and language skills
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3. Designing the Agent-Facing Portal
Create accounts
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Navigation set shortcuts
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Navigating the knowledge base
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Adding to the knowledge base
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Message templates
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4. Building Workflows
Routing rule: Send email to customer
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Routing rule: Promotions
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Creating queues and adding to profiles
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Creating queue rules
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Escalation using rules
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Escalation using a workspace
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View and respond: Resolve a customer question
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View and escalate a customer question
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5. Defining Tasks
Building tasks: Prepare a workspace
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Building task workflow
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Using task workflow and monitoring tasks
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6. Reporting
Stock and seeded reports
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Image Explorer
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Reporting custom search
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Create customer dashboard
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Provide and run at agent level
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