The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.
After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.
Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.
Application Banner
The following is the complete set of buttons and menus that may appear on the Application Banner at the top of the application. Not all buttons and menus are always visible. Some options are only visible for certain screen views.
New Case
To create a new case, click the New Case button. This opens a New Case screen where you enter information regarding a customer contact.
If you have more than one company configured in your system, click the arrow and a list of available companies will display. Choose from the list to create a case for the appropriate company.
Smart Search
Smart Search allows you to search for a case based on the case number, email address, phone number, first and last name, and more. When the Case History function is set to save history, the Smart Search field displays with a drop-down menu. You can view up to 10 cases that you previously viewed from the drop-down menu.
For more information, refer to Case Basics: Search Case.
Help File
The Help File contains instructions and other usage information about Emplifi Agent. For more information about using the Help File, see Help File.
Application Menu Options
On the Application Banner, the Application menu contains the following options:
Note: Only some of the options appear all the time. To have all of the options, a case must be open.
| Menu Option | Description |
|---|---|
| Search Case | This option allows the agent to search for a case containing specific information. For more information, see Search Case. |
| Search Address | This option allows the agent to search for cases that contain particular address details. This allows agents to search for an individual's history. |
| Search InfoCenter | This option allows the agent to search InfoCenter. On the page that opens, the agent can specify what information they are looking for. |
| Switch Company |
Hovering over this option opens a list of your companies. To switch companies, click on the company name. Emplifi Agent reloads to function for the company you selected. Note: This option only displays if you have multiple companies configured in Emplifi Agent. |
| Display Catalog Entries | Selecting this option displays any Catalog InfoCenter data related to that code or category. |
| Display InfoCenter Entries | Selecting this option displays any suggested InfoCenter entries within the configured rules. |
| Suggest Enclosures | Selecting this option displays any suggested enclosures found within the configured rules. |
| Suggest Letters | Selecting this option displays any suggested letters found within the configured rules. |
| Suggest AK Topics | Selecting this option displays suggested AK topics for the case. |
| Print Form |
Selecting this option displays a list of labels you can choose to print. Before printing, ensure the Std Letter ID field is set to the label ID. The administrator defines the available Print Form label options on the standard letter. |
| Duplicate Case Search | Selecting this option allows you to view potential duplicate cases. For more information, see the Finding a Duplicate Case section of the Case Basics: Merging Cases topic. |
| Case Audit Trail | Selecting this option allows you to view the history of changes to the case. For more information, see Viewing Audit Trails. |
| Case Access Audit Trail | Selecting this option allows you to view the Case Access Audit Trail which shows each user who has viewed the case and the date it was viewed. |
| Merge Case | Selecting this option allows you to merge the current case with an existing case. |
| Notification History | Selecting this option displays the notification history of actions on the case. |
| Save as Favorite | Selecting this option saves the case to a list of favorites. This saves time for agents as they can create cases with pre-filled data for recurring customer contacts and issues. Favorites display under the New Case button. |
| Delete Case | Selecting this option permanently deletes the case. |
| New Message | Selecting this option allows you to create and send email messages related to the case. For more information, see Adding a New Message. |
| New Notification | Selecting this option allows you to create and send a notification related to the case. For more information, see New Notification. |
| About Emplifi Agent | Displays a window indicating the version of Emplifi Agent the agent is running, as well as copyright information. |
User Profiler
This menu contains options for setting user options, viewing the Logged In Users report, and for signing out of Emplifi Agent.
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