Interaction Management in Service Operations Workspace
Interactions are a centralized location for all communication channels in Service Operations Workspace. You can respond to an incoming chat, phone, walk-up, or messaging interactions faster.
Interaction landing page
Details tab
This tab displays the detailed information of an interaction. For information about fields in this section, see Create an interaction in Service Operations Workspace.
From the Compose section, you can add work notes for the interaction.
For information about how you can configure fields in this tab, see Configure a task record form in Service Operations Workspace.
Related records tab
This tab provides a list view of the records associated with the interaction, for example, tasks related to this interaction, incidents related to the requester, and tasks related to the requester. You can add a record, create a record, or remove it from the interaction.
Contextual side panel
From this section, you can view record information, requester information, add attachments, and create templates for reuse.
For information about Interaction Management, see Interaction Management.
- Create an interaction in Service Operations Workspace
Track an interaction that is a centralized location for all communication channels. Each interaction represents a request for assistance through a communication channel, for example, a phone call or a chat. - Work on an interaction in Service Operations Workspace
Work on customer conversations to resolve issues. - Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace
You can initiate a chat or make conference calls using Microsoft Teams to communicate with stakeholders to resolve the issue. - Associate an interaction with a task record
Associating a record to an interaction leverages data to streamline processes, enhance the customer experience, and improve resolution time.
Parent Topic:Operating IT services in your organization
Related topics
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Add a user-specific quick link on the ITSM landing page
Live Agent chat in Service Operations Workspace
Incident Management in Service Operations Workspace