Posts

Posts

  • Chris Mengel
    Wait indicator in Authoring
    Idea posted September 11, 2018 by Chris MengelRookie, tagged Agent Browser UI, Agent Desktop, Knowledge Advanced in Discussion Forum > Idea Lab public
    Title:
    Wait indicator in Authoring
    User Story / Description:

    As an Authoring user I expect that there be some clear indication that my click has been received so that I do not click again.  For example, if I change some content type configuration and click Save there is no way to know whether or not my click has been received until it leaves the edit screen and returns to the list of content types.  If the application is running slowly, this can be ample time for me to click hundreds of times, unsure of whether or not anything is occurring.  An indicator near the cursor, similar to Engagement Cloud, would be sufficient.

  • Mike Usmar
    Add support for ALT text to workspace images for Browser UI2
    Idea posted September 10, 2018 by Mike UsmarRegular, tagged Agent Browser UI, Agent Desktop in Discussion Forum > Idea Lab public
    Title:
    Add support for ALT text to workspace images for Browser UI
    User Story / Description:

    Currently images added to a workspace do not support ALT text, meaning these images are not WCAG compliant when using Browser UI.

    Could an "alt" text attribute please be added to workspace images, and have the option to set this possibly under the 'Design' ribbon tab of the workspace editor.

    This would allow our current project to move existing Agent Desktop workspaces (with many images) over to Browser UI, and maintain WCAG compliance and user experience (with images).

    Thanks
    Mike

  • Colin McWilliams
    option to display Country names instead of ISO code when...
    Idea posted September 7, 2018 by Colin McWilliamsJourneyer, tagged Agent Browser UI, Agent Desktop in Discussion Forum > Idea Lab public
    Title:
    option to display Country names instead of ISO code when displayed in a workspace
    User Story / Description:

    Per Answer ID 7927, when a Custom Object is created that uses countries as a drop down menu, the output when this field will be used is the ISO Code for each country. This is the intended behavior and the output cannot be changed.

    This is fine for integrations, but agents generally have no practical reason to view ISO codes in a workspace, and the end result is confusing to them.  So while we don't want to undo the ability for the menu to return ISOs to integrations, we would love to have an option to display Country names instead of ISO code when it is displayed in the workspace.

  • Elliott Whaley
    Collaboration Configuration
    Idea posted September 6, 2018 by Elliott WhaleyNewbie, tagged Agent Browser UI, Chat, Community, Feedback/Surveys, System Admin and Configuration in Discussion Forum > Idea Lab public
    Title:
    Collaboration Configuration
    User Story / Description:

    Hello,

    We would like to be able to configure collaboration in a way we could include a custom sound when a message comes through to a helpdesk and then a reminder in 10 minutes time for example to make sure they weren't forgotten about. This would help us enable our schedulers to realise that they have a collaboration message waiting for them to respond to. As quite often it has been missed as it isn't always very visible when you are extremely busy it is one of them things that can be forgotten.


    Another idea for this would be to get the colour to change and flash to make it like a instant notice along with the sound potentially. This is again to make it more obvious and visual to the user in case the users speakers weren't working or had their sound turned down and had forgotten this was the case.

     

    With this we would require some form of reporting to see potentially how quick they are being answered, and a good way to eventually send out surveys and things.

    This would help us roll collaboration out across our business easier and more acceptable


    Thanks,

    Elliott

  • Christian Linke
    Admin set BUI Browser Desktop Default (Home) report10
    Idea posted September 3, 2018 by Christian LinkeWhiz, tagged Agent Browser UI in Discussion Forum > Idea Lab public
    Title:
    Admin set BUI Browser Desktop Default (Home) report
    User Story / Description:

    As a Service Cloud administrator,
    I would like to set the Browser Desktop Default report in BUI for a specific set of users (this is the report that that shows when the Home button is clicked),
    So that all these users have the same experience, inconsistencies can be avoided and training can be simplified.

    This would need us to have:
    - A way to set the report for the Browser Desktop Default in either the profile or the navigation set.
    - The ability to lock this down so that users are not able to change it.
     

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  • Colin McWilliams
    Quick Search field - make three dot button advanced search...24
    Idea posted August 30, 2018 by Colin McWilliamsJourneyer, tagged Agent Browser UI in Discussion Forum > Idea Lab public
    Title:
    Quick Search field - make three dot button advanced search button easier to use
    User Story / Description:

     

    Feedback from a long-time Service Cloud client: 

    The search field has a very small mouse over area for activating the three dots for advanced search.  We suggest replacing this with a static link outside, that would be much easier to click on, since 95% of time agents would be using this.

  • Colin McWilliams
    Global or profile ability to disable Recent Items14
    Idea posted August 23, 2018 by Colin McWilliamsJourneyer, tagged Agent Browser UI, Agent Desktop, Incident Management in Discussion Forum > Idea Lab public
    Title:
    Global or profile ability to disable Recent Items
    User Story / Description:

    Recent Items appearing in menus can often be problematic, resulting in agent confusion (two lists in my menu?) or errant association with the wrong record (potential personal information exposure issues).  Agents can currently enforce this themselves, but some implementations of Service Cloud require a higher degree of administrative control over a function like this.  It would be very helpful to have the ability to have either a master config setting or a profile setting to disable Recent Items from menus in the site.  Thanks!

  • Steven Cheung
    Print functionality in Agent Desktop/Knowledge Advanced
    Idea posted August 22, 2018 by Steven CheungRookie, tagged Agent Browser UI, Agent Desktop, Knowledge Advanced in Discussion Forum > Idea Lab public
    Title:
    Print functionality in Agent Desktop/Knowledge Advanced
    User Story / Description:

    “Print” (Clean version in specific) function should be considered as a very useful enhancement to Agent Desktop/Knowledge Advanced on any versions of the articles (or in my use case - policies). The users often need to generate PDF version of the articles and share with the regulators or for internal circulation. We really hope that this enhancement will be included in future releases of the product to improve its usability in the financial services industry. Currently you can't even find a print button to print any published or unpublished articles in Knowledge Advanced/Agent Desktop which is very surprising for a product demanding  such high license fee. In many other content management platforms, this is often a default/standard functionality.   

     

  • Steven Cheung
    Bulk exporting articles to PDF or Word Function
    Idea posted August 22, 2018 by Steven CheungRookie, tagged Agent Browser UI, Agent Desktop, Knowledge Advanced in Discussion Forum > Idea Lab public
    Title:
    Bulk exporting articles to PDF or Word Function
    User Story / Description:

    Bulk export function (to PDF or word) for the selected articles(policies) would be an important function that authors in my organisation (financial services) need to do very frequently to meet certain regulatory requirements. Currently there isn't any export function or PDF generation function in Agent Desktop/knowledge Advanced which is limiting the usability in this area.

  • Sathya Rajendran
    Focus on Incident when Agent accept chat
    Idea posted August 17, 2018 by Sathya RajendranApprentice, tagged Agent Browser UI, Agent Desktop, Chat in Discussion Forum > Idea Lab public
    Title:
    Focus on Incident when Agent accept chat
    User Story / Description:

    Hi All,

    I have an requirement to focus on incident workspace when Agent accept chat instead of chat workspace, I have searched in workspace ribbon and by rules but no luck.

    Thanks,

    Sathya

    Edited to add this helpful description of feature request

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