Cisco Cisco WebEx Support Center WBS29.13 Administrator's Guide
Chapter 13: Manage WebACD
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Example: Your support group assists customers of Bay City Software. You
handle general calls about signing in, problems with accounts, and so on. The
group also handles questions about the three services in the enterprise
version of the software suite:
handle general calls about signing in, problems with accounts, and so on. The
group also handles questions about the three services in the enterprise
version of the software suite:
human resources
finance
research
You can add fields to the entry form that help the customer narrow his or her
problem. You select how WebACD displays these choices to customers:
problem. You select how WebACD displays these choices to customers:
in a text box
as check boxes
as option buttons
in a drop-down list
Tip: Select the fields with care. On the Rules tab, you can use the required fields (and
those you add) to set up rules for routing requests to the appropriate agent or agents.
For details, see
those you add) to set up rules for routing requests to the appropriate agent or agents.
For details, see
Options on the Rules tab
(on page 139) and
Use Routing Rules
(on page
Add new fields to the entry form
You can tailor the entry form to capture exactly the information you need. You
can have customers provide details about the problem or issues found in your
product or service. You route the forms to the person best equipped to take
the call.
can have customers provide details about the problem or issues found in your
product or service. You route the forms to the person best equipped to take
the call.
1
Select Manage Site > Site Settings.
2
In the Site Settings for drop-down list, select WebACD.
3
Under the Name of Queue column, click the link for the queue you want to
update.
update.
4
Click the Entry Form tab.
5
To add one or more new fields, click Add New.
For details about the types of fields you can add, see
Text Box Options
(on page 150)
Check Boxes Options
(on page 151)