Example: Data Mapping Settings for Interviews with Contact Center Agents

Example 1. Setting up an interview that allows contact center agents to create a new Incident on behalf of a Contact.

For instance, this may be used in a call center where a known customer is reporting that a shipment of products has not arrived. Associated follow-up actions can be created in rules.

Note that this interview requires the Intelligent Advisor control to be embedded in the Contact workspace.

Example 2. Setting up an interview that allows contact center agents to either load and update an existing Incident, or create a new Incident if run within an unsaved workspace record.

For instance, this may be used in a call center where an agent is assisting a customer in logging or progressing an issue previously reported.

Note that this interview requires the Intelligent Advisor control to be embedded in the Incident workspace.

Example 3. Setting up an interview that allows contact center agents to create a new custom "Benefits" object.

For instance, this may be used to record which customers are entitled to a promotion.

For this interview, the Intelligent Advisor control can be embedded into any workspace.