1. Using Service Center in the Redwood User Experience
  2. Agent Insights Panel

Agent Insights Panel

The interactive Insights panel on the Service Request Overview page displays multiple configurable cards that provide recommendations for the most important or the next-best actions you need to take.

These configurable cards are the most commonly used contextual tools that you’ll need, to quickly and effectively resolve the current service request (SR) you’re working on.

Your administrator must enable the Insights panel and configure which cards are displayed within the panel. For more information, see Set Up the Agent Insights Panel.

On the Service Request Overview page of an SR, if you click the Insights icon (callout 1), the Insights panel is displayed.

A detail of the Insights panel

Here's the actions that you can take on this panel:
Note: Click Dismiss to remove any suggested item.
Callout Card Type Actions
2 Suggested Knowledge
  • Show More. Displays the top 4 suggested knowledge articles, stacked up.

  • Link. Links the article to the current SR.

  • Share. Links and opens the Compose Email panel with the article link added.

  • Title Click. Opens the article in a new browser tab.

Note: This card is displayed only if the View Knowledge Within Service Request role privilege is enabled for the user.
3 Suggested Action Plans
  • Show More. Displays the top 4 suggested action plans, stacked up.
  • Add. Adds the suggested action plan to the current SR.
Note:
  • This card is displayed only if the Create Action role privilege is enabled for the user.

  • If the SR doesn't have a category, no action plans are displayed.

4 Suggested Interview

Launch. Opens the Interview page of the current SR, where the SR can be edited using the configured Intelligent Advisor interview.

Note: This card is displayed only if the Interview (Intelligent Advisor integration) is configured.
5 Similar Service Request
  • Show More. Displays the top 4 similar SRs, stacked up.
  • Link. Links the suggested SR to the current SR.
  • Title Click. Opens the suggested SR in a new browser tab.
Note: This card is displayed only if the SVC_ENABLE_SIMILAR_SR profile option is enabled for the site.