• Title and Copyright Information
• Get Help
• 1 About This Guide
  • Audience and Scope
  • Related Guides
• 2 The Basics
  • Service Center Home Page
  • Overview of the List Page
  • Saved Searches
    • Switch to a Different Saved Search
    • How do I create a saved search?
    • How do I manage Saved Searches?
  • Lists
    • Search Using Keywords
    • Filter Your List
    • Modify the Display of Fields in the List
    • Group Your Search Results
    • Export Your Search Results
    • Navigate from One Record to the Next as You Work a List
  • Service Request Overview Page
    • Activities Page
    • Agent Insights Panel
  • Service Request Details Page
  • How do I use notifications?
• 3 Service Requests
  • How do I search within fields on Create and Details Pages?
  • Create a Service Request
  • Copy a Request
  • Transfer a Service Request
  • Edit an SR Using the Service Request Overview Page
    • Add Information
    • How do I update service request fields?
    • Filter Data
    • How do I compose messages?
    • Perform Other Actions
  • Edit an SR Using the Service Request Details Page
    • Update Summary Information
    • Update Solution Details
    • Update Milestones
    • Update Contacts
    • Update Attachments
    • Update Team
  • Resolve a Service Request
    • Link and Share a Knowledge Article
    • Find Similar Service Requests
    • How do I resolve a request?
  • Delete a Service Request
• 4 Message Center
  • Internal Conversations
    • How do I start an internal conversation?
    • Reply to Messages
• 5 Calls
  • Make Yourself Available for a Call
  • Inbound Call
    • Receive an Inbound Call
    • Create a New Contact or Lead from an Unknown Caller
  • Outbound Call
    • Place an Outbound Call
  • Log a Manual Call
• 6 Chat
  • Make Yourself Available for a Chat
  • Chat With a Customer
• 7 Actions and Plans
  • What's the Difference Between an Action and and a Plan?
  • Actions
    • Add Individual Actions
    • View the Details of an Action
    • Edit an Action
  • Plans
    • Add Plans
    • Edit a Plan
• 8 Cases
  • Overview of Case Management
    • What's Case Management?
• 9 Work Orders
  • Navigate to Next Generation Work Orders
  • Generic Work Orders
    • Create a Generic Work Order
    • Update a Generic Work Order
  • Oracle Field Service Work Orders
    • Create an Oracle Field Service Work Order
    • Update an Oracle Field Service Work Order
• 10 Service Dashboard
  • Service Infolets
  • Work with Infolets