8Notifications

This chapter contains the following:

Omnichannel Notifications

How Omnichannel Notifications Work

Omnichannel routes notifications to you in the form of Omnichannel, Multi-Channel Architecture (MCA), and Live Window notifications, all with the same look and feel. The different types of notifications are described in the following list.

  • Interactive notifications, such as chat offers, appear as pop-up windows which you can accept or decline. If you take no action, the notification times out. You can receive single work offers, or multiple work offers.

  • Count down offers, which you accept or reject. If neither action is taken during a certain time frame, the offer is withdrawn or rerouted.

  • Forced notifications open for viewing in a new tab. You can receive single notifications or a notification with several notifications rolled into it, each with a hyperlink which displays a brief description of the issue. Clicking any notification on the list leads to the appropriate view where you can view the item.

  • A desktop or toast notification appears if you don't have B2B Service in focus on your desktop.

Bell Notifications for Service Requests

How You Manage Bell Notifications for SRs

Service request (SR) events trigger notifications to service agents and managers alerting them to take necessary action.

Events are triggered for specific conditions, such as:

  • SR is assigned

  • SR is resolved

  • SR is escalated

  • Expired milestone

The Notifications icon on the global header displays the number of unread notifications. Click this icon to view all notifications. Click a notification to take further action. After you click a notification and navigate to the record's details, the notification is marked as read and it's cleared from the notification list.

An administrator enables notifications through the Notifications feature in the Setup and Maintenance work area. For more information about enabling notifications, see the "Enable Notifications for Service Requests" related topic. When notifications are enabled, bell notifications are automatically enabled for service requests. An administrator defines notification triggers as Groovy scripts in Application Composer, containing the conditions that must be met for each notification. Notifications are triggered when the defined conditions are met. For example, a trigger can be defined to send a notification when a high severity SR has been assigned to an agent. For more information about notification triggers, see the "Define Notification Triggers" related topic.

Personalize Your Notifications

How You Personalize Your Notifications

Have you ever wanted to control which notifications you receive, and through which delivery channels? Then this topic's got the solution for you!

Your administrator defines the notifications, the intended recipients, and the associated delivery channels. The User Notification Preferences page lets you select the notifications you want to receive, and also select their delivery channels. If your administrator hasn't defined you as a notification recipient, you can't opt in to a notification. You can only opt out of the notifications you don't want to receive.

Here's how you personalize your notifications:

  1. In the Settings and Actions global header menu, click Set Preferences.

    The Preferences page is displayed.

  2. In the Service group, click User Notification Preferences.

    The User Notification Preferences page is displayed.

  3. Click Add.

  4. From the Object drop-down list, select Service Request.

  5. From the Notification Name drop-down list, select the notification you want to personalize.

    If your administrator disables a notification, or sets the OverrideFlag field to No (on the Notification Preferences page), you can't personalize that notification.

    • To stop receiving the selected notification, select No from the Enabled drop-down list.

    • To specify the delivery channels through which you receive the selected notification, select or deselect the channel check boxes accordingly.

  6. Click Save and Close.

Push Notifications for Mobile

How You Manage SR Push Notifications on the Mobile Application

As a service agent or manager, you can receive push notifications on your iOS and Android mobile devices if your administrator has enabled the Mobile Notifications feature in the Setup and Maintenance work area. For more information about enabling notifications, see the "Enable Notifications for Service Requests" related topic.

An event on the service request (SR) objects triggers push notifications on your mobile device. You can tap a notification to drill directly to the relevant service request. Events are specific trigger conditions relating to an SR, such as:

  • SR is assigned

  • SR is resolved

  • SR is escalated

  • Expired milestone

An administrator defines notification triggers as Groovy scripts in Application Composer. The scripts contain the conditions that must be met for each notification. Notifications are triggered when the defined conditions are met. For example, a trigger can be defined to send a notification when a high severity SR has been assigned to an agent. For more information about notification triggers, see the "Define Notification Triggers" related topic.