Respond to a Request

    Respond to a request to resolve a customer issue. To respond to a customer request in Care desktop:

    1. Select a task from the Queue. You can view any available customer, request, and activity information before accepting the task. You can select activities and requests in the customer journey or hover over them to view information.

    2. Accept the task you selected. The task moves to the In Progress list.

      • If the customer has open requests, the activity is added to the most recent open request.

      • If the customer does not have any open requests, the activity is added to a new request.

      You can handle only one call at a time in Care desktop.

    3. Click the request title field and enter an appropriate title for the request. If you modify a customer or request that another agent already changed, Care desktop displays a caution notification. Click Load to load their changes.

    4. Click the request description field and enter a description of the customer problem. Fields in Care desktop have a 2,000 character limit.

        

      Click the request icon to view details including:

      • Request Status

      • Request Creation Date

      • Request Closed Date (if applicable)

    5. Click the tags field in the activity and enter additional information on the customer interaction. Tags help categorize the activity. Press tab or enter to create the tag. Tags have a 50 character limit and must be unique.

    6. Click the customer name to open the customer information form. Provide details in the customer information form to help build a profile that enhances the customer experience.

      • If the customer is new, enter customer information then click Create to create a new customer.

      • If the customer already exists, click Edit to begin updating customer information. Click Save to save your changes.

      For more information on using the customer information form, see Create a New Customer Record and Update Customer Information.

    7. Click Close to end the customer interaction. If you have unsaved customer changes, you are prompted to Save or Discard your changes. If you did not create a customer, you are prompted to Create a new customer or Discard your changes and exit without creating a customer.

      

    Click the request icon to view details including:

    • Request Status

    • Request Creation Date

    • Request Closed Date (if applicable)

    Respond to a request to resolve a customer issue. To respond to a customer request in Care desktop:

    1. Set your State to Ready in Care desktop to automatically begin receiving tasks.

    2. Accept a task assigned to you. The task moves to the In Progress list.

        

      Your state automatically changes to Not Ready if you do not click Accept within 15 seconds of receiving a new task.

      You can handle only one call at a time in Care desktop.

      • If the customer has open requests, the activity is added to the most recent open request.

      • If the customer does not have any open requests, the activity is added to a new request.

    3. Click the request title field and enter an appropriate title for the request. If you modify a customer or request that another agent already changed, Care desktop displays a caution notification. Click Load to load their changes.

    4. Click the request description field and enter a description of the customer problem. Fields in Care desktop have a 2,000 character limit.

        

      Click the request icon to view details including:

      • Request Status

      • Request Creation Date

      • Request Closed Date (if applicable)

    5. Click the tags field in the activity and enter additional information on the customer interaction. Tags help categorize the activity. Press tab or enter to create the tag. Tags have a 50 character limit and must be unique.

    6. Click the customer name to open the customer information form. Provide details in the customer information form to help build a profile that enhances the customer experience.

      • If the customer is new, enter customer information then click Create to create a new customer.

      • If the customer already exists, click Edit to begin updating customer information. Click Save to save your changes.

      For more information on using the customer information form, see Create a New Customer Record and Update Customer Information.

    7. Click Close to end the customer interaction. If you have unsaved customer changes, you are prompted to Save or Discard your changes. If you did not create a customer, you are prompted to Create a new customer or Discard your changes and exit without creating a customer.

      

    Click the request icon to view details including:

    • Request Status

    • Request Creation Date

    • Request Closed Date (if applicable)

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