Agents are “internal” users of iService that handle questions from contacts, populate the Find Answers knowledge base, and administer the iService web site. The Agents page can be accessed by Tenant Administrators and CRS Managers. New Agents are added by clicking the New Agent button. To remove an agent, set the user type to customer. There is no delete button for removing agents because they are contacts in the iService database.
The agent list provides summary information about all of your agents. The license details section shows the number of licenses used and the total authorized. Some agent settings can be updated directly in the agent list, such as receive notifications, by toggling the switch on or off.