initiate and manage a chat in customer service central ... · pdf fileinitiate and manage a...
TRANSCRIPT
© 2015 Cisco and/or its affiliates. All rights reserved. Page 1 of 6
InitiateandManageaChatinCustomerServiceCentral
IntroductionYoucaninitiateachatwithaliveagentviaCustomerServiceCentral.Afteryourchathasbeeninitiated,youcanmanagethechatasfollows:
• Attachafiletohelpresolveorbetterexplainyourissue• Endthechat• Viewthechattranscript
PleasenotethatMyCiscosupports17languages;however,CustomerServiceCentralsupportsasubsetoftheselanguages.Thelanguagessupportedare:
• ChineseSimplified• English• French• Japanese• Korean• Portuguese• Spanish
NotethatifalanguageotherthanoneoftheaboveisselectedonMyCisco,CustomerServiceCentralwilldisplayinEnglish,exceptforLatinAmericanSpanish,whichwilldisplayinEuropeanSpanish.InitiateaChat
Steps Images
1. FromCustomerServiceCentral,clicktheOpenaCasetab
AboutStep1:AtStep1,youmustselecttheappropriatecasetemplate.CaseCategoriesappearwithCaseTemplateslistedundereachcategoryasfollows:• Quotes• Orders• ContractsandLicenses• Tools• AdditionalSupport
Atthebottomofeachcategory,youcanclickViewAlltoviewallcasetemplatesforthatcategory.Or,youcanclickViewtheindexofallcasetemplatestoviewallcasetemplates.
© 2015 Cisco and/or its affiliates. All rights reserved. Page 2 of 6
Steps Images
2. SelecttheappropriateCaseTemplate
Note:Inthisexample,we’veselectedtheEditQuotecasetemplate.
AboutStep2:AfteracasetemplateisselectedatStep1,theStep2sectionexpandstorevealquestionsrelatedtothecasetemplate.Here,youcandescribeyourissue.Allrequiredfieldsmustbecompletedbeforeyoucanmoveforwardwiththecase.AtStep2,youcanattachafileassomecasetemplatesrequireanattachment.
3. Answerallrequiredquestions
4. ClickChatNow
Note:IfyouclicktheChatNowbuttonbeforecompletingtherequiredquestions,requiredfieldswillhighlightinred.Ifanagentisnotavailable,
thebuttonwillturntoaChatOfflinebutton.
5. Untilanagentacceptsyourchat,apop-upwilldisplayPleaseholdwhileweconnectyoutoagent.
© 2015 Cisco and/or its affiliates. All rights reserved. Page 3 of 6
Steps Images
Onceanagentacceptsyourchat,thepop-upwilldisplayawelcomemessage.6. Simplyenteryourmessageatthe
messagefieldandclickSend.
7. Whentheagentisresponding,Theagentistyping.messageappears.
© 2015 Cisco and/or its affiliates. All rights reserved. Page 4 of 6
UploadanAttachmenttoaLiveChatDuringyourchat,ifyouwanttouploadanimage,youragentcansendyouadirectlinktotheCaseDetailspagewhereyoucanuploadyourfile.Steps Images
1. FromtheChatwindow,clickthelinkprovidedbytheagent.
2. ClicktheEdit/Updatebutton
3. AttheAttachmentsfield,clickChooseFile
4. FromtheOpenpop-upwindow:
a. Searchforyourfileb. Selectyourfilec. ClickOpen
Note:• Thenameoftheuploadedfilewill
appearattherightoftheChooseFilebutton.
• Allfiletypesaresupported.• Attachmentsmustbesmallerthan
20MB.• Youcanonlyattachmentonefileat
atime.
© 2015 Cisco and/or its affiliates. All rights reserved. Page 5 of 6
Steps Images
5. ClickSaveChangesNote:AfteryouclickSaveChanges,theagentwillbeabletoaccessthefileyouuploadedontheirend.
EndtheChatEitheryouortheagentcanendyourchat.Steps Images
1. Toendthechatyourself,clicktheEndChatbutton
2. Dependingonwhoendedthechat,oneofthefollowingmessageswillappearonthechatwindow:
• You’veendedthechat.• Theagenthasendedthechat.
© 2015 Cisco and/or its affiliates. All rights reserved. Page 6 of 6
ViewtheChatTranscriptYouhavetwowaysofviewingthechattranscript:1)clicktheSaveChatbuttontodownloada.txtversionofthechat,or2)viewthetranscriptintheCaseDetailswindow.Note:ThetranscriptwillbeviewableintheCaseDetailswindowaftertheagenthasfinalizedallcasenotesandclosedthechatcaseontheirend.Steps Images
1. Tosavethechattranscript,clicktheSaveChatbutton.
Thechattranscriptwillbedownloadedasatext(.txt)filetoyourharddrive.CheckyourDownloadsfoldertoretrievethechattranscript.
Oncetheagenthasfinalizedcasenotesandclosedthechatcaseontheirend,thetranscriptofyourchatwillalsodisplayinCSC.2. FromtheMyCasestab,clickthe
CaseID#linktoopenthecaseandviewthetranscriptatthebottomoftheCaseDetailswindow.