🔖Service result

"Service result" is the outcome set after each service staff member talks with a customer. Based on custom items, it summarizes the final status of each service interaction.

About Service Results

Service results indicate the final status of the current service. Based on the conversation between the agent and the customer, you can customize result items to continuously track or aggregate statistical information.

You can access the management list by selecting the “System” item from the FIRST LINE menu on the left and clicking the “Service Results” button. After entering the list view, you can immediately see information such as “Service Name” and “Service Category” according to the columns, making it convenient to review.

Common service results include “Service Completed”, “Ongoing Follow-up”, “Reassigned Service”, etc.

Setup

The “Add” button at the top right of the list lets you create new records. Each existing record has an “Edit” button; clicking it will take you to the content edit page where you can edit or add related information.

Basic

Entering the main edit interface displays the fields that make up the basic settings. The field list is as follows:

Category

Required	Name	Description
	Enable	Choose whether to enable. If not enabled, this category and its subitems will not be displayed after the work is finished.
	Category Name	Enter the name of this category. This is a required field.
	Category Type	Select the category; only items matching the current service category will be shown. This is a required field.

Service result

Required	Name	Description
	Is Enabled	Choose whether to enable. If not enabled, this item will not be visible to agents in the “Workspace”.
	Service Result Category	Enter the name of this category. This is a required field.
	Service Result Name	Enter the name of this result. This is a required field.
	Description	Service result remarks field.

Scenario Simulation

After setup is complete, you can use the “Scenario Simulation” at the top of the list to simulate the screen that service staff see at the “Service Desk”.

You can view the service results you set from the “Outgoing” and “Incoming” conversation perspectives to check whether they are correct.