Configuring Care Console for Ticketing Workflow
Updated
Agents engage in customer conversations through the Care Console. In the Care Console, when an agent opens a case, they can view all relevant case details to gain context and work more efficiently.
The Care Console's widgets, buttons, and data sections are configurable through the Care Console record page. The Care Console record page includes specific widgets designed for ticketing scenarios. These widgets display key details, enable quick actions, and support seamless case handling.
Note: You can create the record page using the Care Console Manager. For more information, see the Care Console Layout Manager documentation.
To learn more about supported widgets in the Care Console, refer to the following articles:
Supported Widgets
You can define the layout for the parent case and sub-case. The following table lists the supported widgets and the record page they are available in.
Supported Care Console Widgets for Ticketing | Record Page on which this is Supported | Description |
Record Card Widget | Both | Displays all tickets linked to the customer ID. If a parent case is opened, all its associated subcases can be displayed as cards, providing a consolidated view of every related case.
|
Guided Workflow Widget | Both | Enables agents to create or manage tickets directly within the Care Console.
|
Conversation Widget | Both | Enables agents to view and manage customer conversations directly from the record page, and it is a standard widget for all Care Console users.
|
Collaboration Widget | Both | Allows internal teams to collaborate, share updates, and coordinate on the case by adding any notes or recommendations.
|
Properties Widget | Sub-Case Ticketing Record Page | Shows detailed ticket information as properties for the sub-case, including the type of issue for which the ticket is raised.
|
