- Explain the difference between the Admin and Agent consoles in Desk.com.
- Explain the difference between the Classic and Next Gen Agent consoles.
- Know where to find the main sections of Desk.com.
In the previous unit, you learned that Desk.com is an all-in-one platform for responding to customer inquiries across multiple channels and providing online self-service content.
This unit introduces some of the main sections of Desk.com. You’ll get more detail about each section in the next module.
Let’s take a few minutes to understand the basic navigation in Desk.com, starting with the hamburger—the meal ticket for helping you get around Desk.com.
Note: To navigate between all the different consoles and other areas of Desk.com, you need administrator level permissions as a Desk.com user.
Before you can see the hamburger, you need to log in to Desk.com. Let’s do that together.
Note:To log in to your production org, go to <your_company_name>.desk.com/login in your web browser. If you follow along in your production org, we recommend you don’t make any changes to an org that is actively used by your team. Making live changes can have drastic consequences (#lifeLessons).
When you’re logged in, you’re taken to the Agent Console, shown in the screenshot below. The icon (1) we’re pointing to is the hamburger (I know, those buns and filling look a little thin, but you get the idea). Let’s get to know the hamburger by giving it a click.
Excellent! When you click the hamburger, your Desk.com navigation menu pops out. Let’s check out each item in the list.
The agent console is where you manage and respond to customer support requests, no matter what channel your customer is using. As an admin, you can create customizable views (that appear in the agent console) of your cases, such as the channel from which it came, subject, and status. But wait, there seem to be two agents! What’s up with that?
The Classic Agent is the earlier version of the console that will eventually be deprecated, but not anytime soon. If you’re new to Desk.com, we recommend using the Next Gen Agent because this is where we’ll continue to make improvements and add new features.
Next Gen Agent
The Next Gen Agent is the new version of the console and home of the universal inbox where agents handle cases. Cases come from different channels, such as email, Facebook, and Twitter, and are organized into filters. Multiple agents work out of the same support queue, picking up, handing off, and responding to cases.
The next area of Desk.com that’s important to understand is the Admin console. The Admin console is where you configure and customize Desk.com. This includes adding agents, setting up support channels, customizing case views, setting up business rules, and more.
Do you have a particular workflow you need for your business? The Admin console is where you go to build out those workflows. Perhaps you want to route cases immediately to the individuals that can answer them best, or set up workflows to prioritize those cases that need immediate attention. Head right to the Admin console to set that up!
Best yet, as you complete the recommended setup tasks, you’re also earning bonus Flex Time hours, which can be used for any Flex Agents you license. Find out more about Flex Agents in our Whole Company Support with Flex Hours article.
Business Insights is where you can view, analyze, and gain insight from your customer service activity. You can monitor important metrics across your different support channels, view performance trends, and identify outliers. You can see which channels your customers like best or how well your agents are responding to customer inquiries.
The Get Help area just might be the most important one for anyone who’s just getting started with Desk.com. Get Help takes you to the Desk.com support site where you can see articles and videos on setting up and using Desk.com.
You can also get to Desk.com’s Support Center fom the Desk.com site using the Help link in the top navigation (1).
To make your life easier, we’ve created a video support center. Just click the blue icon (2).
We have all sorts of articles and video content. Video topics are grouped by Getting Started, Admin, and Agent topics.
The last navigation item on the list is the Knowledge Base. Here you can view articles that your team has created right from within the Agent console. You can arrange articles according to topic. You can have some articles be for internal use only, while making others available to your customers.
The cool thing about the Knowledge Base? The articles within it form the basis of your self-service portal for your customers. Before customers submit a request, they’re shown articles that might answer their questions. Yep, that’s what I call being proactive!
Now that you’ve learned what Desk.com is, why it’s so great, and how to navigate the main sections, you’re ready to take on an in-depth look at the Admin, Agent, and Business Insights consoles in the next module.