Key terms
Here are the key terms that were referenced in several lessons of this course.
- Light agents - Agents that have limited permission but can stay informed about tickets and, when needed, provide subject matter expertise and advice by adding private comments to a ticket.
- Macros - Prepared sets of actions that can be applied
to a ticket quickly. - Side conversations - Enable agents to solicit input or expertise on a customer issue and retain that information in the ticket itself.
- View - Organizes tickets based on specific criteria.