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iService User Guide

Navigation: Introduction

Understanding Interactions

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iServiceInteractionsiService is a customer interaction solution that connects you with your customers. It's designed to facilitate interactions across multiple communication channels and get questions to the right agents at the right time. It sends various notifications to customers and agents to keep everyone informed about the status of their request. All of these questions, answers, and notifications passing through iService are called interactions.

 

 

 

tog_plus        Interaction types and statuses

 

tog_plus        Created vs. resolved time

 

tog_plus        View mode vs. action mode

 

tog_plus        Details and attachments

 

tog_plus        Interaction properties

 

tog_plus        Variables and stock responses

 

tog_plus        Private comments

 

tog_plus        Status audit

 

tog_plus        Full case view

 

tog_plus        Access control for interactions

 

 

 

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