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Siebel Chat Dashboard

The Siebel Chat dashboard in the chat pane displays details about the problem that the customer is having based on information passed by the customer on the chat request form, including the following:

• Area. The area where assistance is needed.
• Subarea. The subarea within the area where assistance is needed.
• Product. The Product ID of the area or subarea where assistance is needed.
• Summary. A summary of the problem, if provided.
• KB Visited. A list of knowledge base articles that the customer has viewed prior to requesting a chat with an agent. The agent can choose an item from the list and navigate to its detail page.
• Action. The Action drop-down menu contains a number of quick actions that the agent can perform, including the following:
  • Creating a Service Request Manually
  • Viewing Service Requests, Activities, and Contacts Using the Siebel Chat Dashboard
  • Updating Customer Contact Details Using the Siebel Chat Dashboard
  • Refreshing Siebel Chat Dashboard Fields

Related Topics

About the Customer Dashboard

About Customizing Siebel Chat

Customizing Siebel Chat