Practice Lab – Use Copilot Service workspace

Scenario

As a service representative at Contoso Coffee, you use Copilot Service workspace to handle customer cases. In this lab, you validate the experience profile configured in the preceding lab, use productivity tools, move among application tabs, and manage multiple case sessions. This exercise should take approximately 20 minutes to complete.

[!IMPORTANT] Complete the preceding representative experience profile lab before you begin. Confirm that your current user has the Productivity tools user security role, is assigned to CS Temp, and that the profile includes Entity Temp, Customer Summary, Knowledge search, and Agent scripts.

Exercise 1 – Validate the representative experience

Task 1 – Open a configured case session

  1. Use the app selector to open Copilot Service workspace.

  2. Refresh the browser before opening a case so that the workspace loads the security-role and profile changes from the preceding lab.

  3. In the site map, select Cases.

  4. Select the My Active Cases view.

  5. Open Coffee Brewer Still Not Heating After Reset.

  6. Confirm that a case session opens in the session pane and that the session title uses the case title.

  7. Confirm that Customer Summary is available as an application tab in the session.

Task 2 – Use productivity tools

  1. In the productivity pane, select Knowledge search.

  2. Enter Coffee Brewer Not Heating in the search box.

  3. Open the Coffee Brewer Not Heating knowledge article from the search results.

  4. Review the article, and then return to the case tab.

  5. In the productivity pane, select Agent scripts.

  6. Select Script 1 if it isn’t already selected.

  7. Confirm that Step 1 displays Hi, how can I help you today?

Exercise 2 – Navigate application tabs and sessions

Task 1 – Work with application tabs

  1. On the Coffee Brewer Still Not Heating After Reset case, select Relecloud in the Customer field.

  2. Confirm that the account opens as an application tab in the current case session.

  3. Select the Customer Summary tab.

  4. Press the Tab key to move through the interactive controls in the tab.

  5. Press Shift+Tab to move to the preceding control.

  6. Press Enter on a selected control to activate it, and then return to the case tab.

[!NOTE] Opening related records creates application tabs within the current session. It doesn’t create another case session.

Task 2 – Open a second case session

  1. In the session pane, select the Home session.

  2. In the site map, select Cases.

  3. Select the My Active Cases view.

  4. Open Annual Maintenance Required.

  5. Confirm that a second case session appears in the session pane.

  6. Select each case session and confirm that its tabs and productivity-pane context are separate from the other session.

Task 3 – Close the case sessions

  1. Select the Annual Maintenance Required session.

  2. Select Close the session.

  3. Confirm the action if prompted.

  4. Select the Coffee Brewer Still Not Heating After Reset session.

  5. Select Close the session, and then confirm the action if prompted.

  6. Confirm that the Home session remains available.