Service center support tasks and tools

This table shows the tools that agents and service managers can use:

Tool	Description	User role
Agent Dashboard	View analytics of interest to the logged-in agent pertaining to the cases assigned to them	Agents
Agent Queue	Manage the workload of cases assigned to the agent or routed to service groups that include the logged-in agent	Agents
Bulk Case Creation	Create multiple cases at once when the feature is enabled	Agents and service managers
Chat Availability	Show the availability of chat for agents that are authorized to initiate online conversations with employees to assist with cases created through self-service modules	Agents and service managers
Directory	Locate employee information and view cases for or regarding the employee	Agents and service managers
Manager Dashboard	View analytics of interest to the logged-in service manager pertaining to the cases assigned to the service group they are designated to manage	Service managers