Best practices for creating custom layouts
Scenario 1: Improve agent efficiency
This scenario shows you how to improve agent efficiency by taking mission critical apps out of the sidebar and putting them front and center.
Your company has several private apps that have been developed and installed. They provide critical customer information. Your agent workflows include finding customer information in App 1 that they can add into ticket fields and then add order information into App 2.
Without layout builder, your agents need to continually click into the Apps panel to locate App 1 and 2 to complete their workflow. With layout builder, your two custom apps can be brought into the main part of the ticket layout for an “always on” view. This reduces the number of clicks and ensures that your agents are able to quickly find and add information. They don't have to click back and forth into the Apps panel to locate the apps.
Scenario 2: Tailor the agent interface
This scenario shows you how to tailor the agent interface for different groups of agents who provide different levels of service.
Your company is a multi-national luxury lifestyle business that has three different levels of service depending on the customer’s ARR. Group 1 consists of top-tier agents who provide instant, personalized support to VIP customers who have special product requests. Group 2 consists of experienced agents who manage product shipping and returns for mid-level customers and wholesale distributors. Group 3 consists of agents who manage the knowledge base and self-service support for entry-level customers who typically purchase items from the company website. Each one of these groups leverages different apps, knowledge bases, and features such as side conversations and Advanced AI.
Your company is able to use custom layouts in combination with contextual workspaces to create a specialized workspace for each group of agents:
- Group 1 has a layout that emphasizes social messaging channels and social messaging contact information so agents can respond instantly to VIP customer requests, no matter how the customers reach out.
- Group 2 has a layout that has ticket fields, the conversation pane, and side conversations. Their main workflow is for passing email requests to their offshore Shipping and Returns teams.
- Group 3 has a layout that spotlights the Knowledge section prominently to help agents find, maintain, and automate relevant product information that customers can reference on the web when they decide to purchase. The layout gives agents enough screen real estate for a better reading experience.
Each of these groups automatically gets their unique layouts through contextual workspaces.
Group 1: Social messaging
Group 2: Side conversations
Group 3: Knowledge and Knowledge Capture
