Is there a way to highlight system alerts to agents?

[chrish]

Hi all,

Just for background, we use Cloud for Customer to manage ticket that come through SuccessFactors Service Center. Our agents are the only people who have access to C4C and we do not use the Knowledge Base or Enable Now.

We are looking for a good way to highlight any system issues for agents, which usually related to SuccessFactors, so that they can respond to tickets appropriately. At the moment, we send emails to the agents, but these do get missed. Is there a suggested way to use the Home Page to help with this? I can add a custom tile with just text, but there is probably way. Any suggestions would be appreciated!

Many thanks

Chris

[Jelle · Accepted solution]

We had a similar business question as well some time ago. We found 2 options here: (1) use a broadcast message (pop up at logon time for the user), or indeed as you suggested a text home page tile with textual information.
Advantage of the broadcast message is that it has validity (e.g. system down message, display on from tomorrow 9AM to 17 AM).
The homepage text box approachis visually somewhat more atractive and (since it is a homepage tile) can be finetuned for individual business roles. Again, can also be disadvantage if you have many roles which all need this text box.

[chrish · Accepted solution]

Thanks Jelle! That is great information. We did not have the broadcast message option enabled. I followed this KBA and it worked!