Question

What are three functions of the Unified Service Desk (USD) Global Manager hosted control? Each correct answer presents a complete solution.

A. Provide process flows to respond to agent request for help.
B. Manage data for the session.
C. Interpret window navigation rules.
D. Provide escalation alerts to manage agents who need help.
E. Provide data to the toolbar components and agent scripts.

Answer 1

The Unified Service Desk Global Manager hosted control primarily manages data for the session, interprets window navigation rules, and provides data to toolbar components and agent scripts within the USD environment.

Step-by-step explanation:

The three functions of the Unified Service Desk (USD) Global Manager hosted control are:

• Manage data for the session: The Global Manager controls the session data, which includes saving and retrieving variables related to the customer interaction within the USD environment.
• Interpret window navigation rules: It is responsible for interpreting and applying the window navigation rules configured within USD. These rules determine how certain actions, like opening forms or looking up records, are handled in the interface.
• Provide data to the toolbar components and agent scripts: The Global Manager supplies the necessary data to toolbar components and agent scripting to support the actions and display relevant information for customer interactions.

Options A and D are not typically functions of the USD Global Manager hosted control. Instead, they sound more like features related to customer relationship management (CRM) systems or other agent assist technologies.