A Deep Dive into Service Console


In this recording, Sara Tatam, Senior Sales Executive at ProvidentCRM; took a deep dive into Service Console.
Users with a Sugar Serve license type have access to Service Console, a Home page dashboard that provides a powerful work environment for customer service agents by incorporating SLAs and region-specific business hours, insightful dashlets, and a cohesive case research and action experience. Its functionality is broken into two tabs. The Overview tab comes pre-built with nine dashlets focused on assisting customer service users track and complete their work. The second tab, named "Cases", presents a prioritized list of the current user's open cases. Clicking a case's row opens a Case Detail drawer which displays a wealth of information and provides the tools needed to work the case to completion.

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