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iService User Guide

agentsiconAgents are “internal” users of iService that handle questions from contacts, populate the 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, select their contact and click Remove Agent.



The Agent List

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.


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The Agents list


tog_plus        Adding New Agents (Contact is not in iService)


tog_plus        Adding New Agents When The Contact Is Already In iService


The agent details for a selected agent        Agent Details


The agent contact details for a selected agent        Agent Contact Details


The stock responses for a selected agent        Agent Stock Responses



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