Overview of the Dynamic Agent Desktop

The dynamic agent desktop is your staff members’ portal to your knowledge base.

The dynamic agent desktop is comprised of a set of complementary features, each representing a different, powerful way of interacting with records. While each component serves a distinct purpose, they can be used together to create a highly adaptive work environment. This can help you match your customers’ needs to an appropriate set of agent tools and free your staff to focus only on those parts of the process that cannot be automated.

To get the most from your agent desktop, be sure to review each feature and consider how it can help your team. The desktop features listed here share common concepts and functionality, so after you are familiar with one desktop feature, learning the others becomes easier. For example, after you learn to create workspaces, you'll have most of the knowledge you need to create agent scripts.

As you evolve beyond the default configuration to an optimized interface, you'll increase agent productivity and extend the impact of their actions, producing a more dynamic, responsive operating environment. Keep in mind that all of the agent desktop features apply to the Service Console. However, many features are also supported on the Agent Browser UI. For a complete list of supported features, see Answer ID 8173 on our support site.

Dynamic Agent Desktop Features

Feature/Icon	Description
	Workspace—A configuration of the content pane, including the fields, controls, and ribbon that display when working with answers, assets, contacts, incidents, opportunities, organizations, or tasks; when working in B2C Chat; or when working with quotes, quote products, or service opportunities. Standard workspaces are provided for each of these workspace types, and custom workspaces can be created. The workspaces staff members use depend on their profile. See Overview of Workspaces.
	Workspace rules—Rules that dynamically adjust the display, behavior, and values of fields and controls on a workspace based on staff member actions. Each rule is triggered by one or more events and conditions. See Workspace Rules.
	Guide—An interactive tool that helps agents quickly find solutions when composing incident responses or troubleshooting customer issues over the phone. Guides are built using controls to display questions, branches, text explanations, and answer links. They can be added to workflows, placed on workspaces, or presented on the rightnow customer portal. See Overview of Guided Assistance.
	Agent script—A series of pages connected by branching logic that help agents enter information in a logical order. Scripts are built using fields and controls to display questions, text, and answers, and update records. They can be added to workflows or placed on workspaces. See Overview of Agent Scripts.
	Script rules—Rules used to trigger actions (such as setting the value of a field or calling a named event) on script pages when specific conditions are met. Like workspace rules, each script rule is triggered by one or more events and conditions. See Script Rules.
	Desktop workflow—A sequence of workspaces, scripts, decisions, connectors, and actions presented to staff members as a dynamic interface to efficiently support and automate complex business processes. See Overview of Desktop Workflows.
	Add-ins—The desktop add-in framework allows application developers to add custom components, or “add-ins,” to B2C Service in order to integrate with other applications on staff members’ workstations. When you upload an add-in, you can place it on scripts and workspaces in the same way you add controls, such as report or browser controls. The add-in can display anywhere you want on the script or workspace or you can hide it using functionality in the script and workspace designers. You can also configure script branches and script and workspace rules to communicate with the add-in. See Overview of Add-Ins.