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Page 1: Initiate and Manage a Chat in Customer Service Central ... · PDF fileInitiate and Manage a Chat in Customer Service Central Introduction You can initiate a chat with a live agent

© 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.

Page 2: Initiate and Manage a Chat in Customer Service Central ... · PDF fileInitiate and Manage a Chat in Customer Service Central Introduction You can initiate a chat with a live agent

© 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.

Page 3: Initiate and Manage a Chat in Customer Service Central ... · PDF fileInitiate and Manage a Chat in Customer Service Central Introduction You can initiate a chat with a live agent

© 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.

Page 4: Initiate and Manage a Chat in Customer Service Central ... · PDF fileInitiate and Manage a Chat in Customer Service Central Introduction You can initiate a chat with a live agent

© 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.

Page 5: Initiate and Manage a Chat in Customer Service Central ... · PDF fileInitiate and Manage a Chat in Customer Service Central Introduction You can initiate a chat with a live agent

© 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.

Page 6: Initiate and Manage a Chat in Customer Service Central ... · PDF fileInitiate and Manage a Chat in Customer Service Central Introduction You can initiate a chat with a live agent

© 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.