Before You Begin

Create a new request in the Finesse Customer Context gadget when a customer needs help with a new issue.

If the customer is new, Create a New Customer before you create a new request.

Create a New Request

To create a new request, either:

• Click Add Request. The new request appears in the customer journey and a new activity is associated with it. The new activity uses the same media type as the current customer interaction.

• Move an open activity to the New Request box in the customer journey. Use the drag handle to move an activity inside the customer journey. For more information, see Move an Activity.

  

Related Information

• Customer Context Gadget: Features

• Customer Context Gadget: Create a New Customer Record

• Customer Context Gadget: Update Customer Information

• Customer Context Gadget: Search for a Customer Record

• Customer Context Gadget: View Activities and Requests in the Customer Journey

• Customer Context Gadget: Move an Activity

• Customer Context Gadget: Add a Comment

• Customer Context Gadget: Respond to a Request