Navigating The Service Console
Table of Contents
Welcome to the Service Console! This is where all the action will happen. Let's take a minute to get to know where everything is before we dive in. The highlighted areas will be expanded on below.
The four core elements of the dashboard are:
The App Switcher, where you can switch to the Agent portal. This should always be on Service Console.
The Object Menu, where you can navigate all the different tools in the Service Console. These are called Objects, and this is the primary navigation.
The List View. This tells you which Object you are currently in. You can create different Lists within each Object to manage the contents.
The Search Bar, which is a site-wide search. If you know what you're looking for, just head right here!
The App Switcher
The App Switcher allows you to switch between the Service Console and the Agent Community. Don't worry about the other apps in there, just think if you want the "Agents" or "Service" experience!
The Object Menu (Main Navigation)
The Object Menu is your primary way of getting around the Service Console. Here is where you'll find all the tools to use on a daily basis.
Your personalized workspace for daily case management and chatter.
Where all requests and cases from the Agent Community live.
The directory of all agents and staff at BHS.
An internal forum where staff can discuss cases and chat.
A direct feed from reSOURCE of all exclusive BHS listings.
A module where we can update press that mentions BHS for agents.
Where all the request forms for new listings are stored.
New deals reported monthly by agents are stored here.
A feedback aggregator from the Agent Community.
Easily track and report expenses on behalf of BHS to accounting.
Easily track and report overtime hours to accounting.
All Vendor invoices are be passed through here to accounting.
All commission slip forms from agents are reported here.
Easily visualize activity in the Agent Community with Dashboards.
All files and documents are stored here, for staff and agents.
Chatter is our site-wide internal messaging system. It can be found on every single Case page, as well as in the Groups object.
Simply @mention someone to send them a notification and let your conversation begin! You can also reference things like contact cards, listings, and case numbers.
Anytime someone mentions you specifically, or posts in a group that you're a part of, you will receive a notification in the Notification Center.
Simply click on the post to go straight to where the action is!
While automation makes everything easier, it doesn’t replace good ol’ fashioned human help! We want to make sure the agents have constant access to our team, wherever they are.
That’s where the chat function comes in. Across the entire site agents will see the “Live Agent” instant chat feature (not to be confused with “Chatter”...).
In the Service Console, you access this by turning on the "Omni-Channel" feature located in the bottom-left corner of your screen.
Once this is turned on, you will be able to receive live chats from agents and help them with whatever they need. This feature should constantly be monitored by one or several people from each office.