iService—Documentation—User

This page contains the current documentation for system users, such as support representatives and managers. If you administer iService or need help with configuring your system, please read the administrator documentation. If you have questions about upgrading to the current release of iService or would like to learn more about the product in general, please contact us.

iService User Guides
	User Guide for Agents v5.7 The iService User Guide explains how to use iService to manage contact information, answer customer questions, and use the Find Answers knowledge base. It is intended for CSR and Manager level agents of the system.
iService Video Tutorials
A complete set of video tutorials is available for training your agents, or for a quick overview of a particular topic. Visit the tutorial site at iService.info and begin learning now. The tutorials cover the following topics. Customer Info Basic Contact Search (0:56) Advanced Contact Search Using Multiple Search Terms (1:27) Working with Contacts (2:38) Creating New Contacts (0:56) Message Queue The basic answering process (0:27) Using variables and stock responses (1:04) Responding using secure messages (1:05) Keeping a copy of your response when you expect a reply (1:36) Forwarding Messages (2:19) Saving your work for later (0:25) Adding notes to message history (0:40) Resolving messages that don't need a response (1:00) Changing the topic of a message (0:23) Dealing with SPAM (0:26) Interaction properties and message attachments (0:51) The Quality Assurance Process (3:09) Using the Supervise page (1:38) Using the Message Queue Search page (1:44) Find Answers Finding and Viewing Answers (2:38) Creating and Editing Answers (1:39) Sending Notifications To Subscribers (1:07) Ask a Question Submitting Questions (1:06) Administering the Ask a Question Page (1:59) My Account The My Account Tab
Integrated Help System
	Contect Sensitive Help You can find help for most of the iService pages by clicking the help button on the page where you need help. A new window will open with an image of the current page. Move your mouse over the areas of the screen for which you need help.

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