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Browser UI Incident Workspace
Answer ID 9022   |   Last Review Date 08/22/2022

What incident workspace elements are supported by the Browser User Interface?

Browser UI Service and Dynamic Agent Desktop
A link is provided for each section where additional information is available.


* Items in the tables below showing asterisk (*) indicates that detail is not yet supported.


Fields

 Name Type Browser UI Support  Notes
 AssetsSearch box Supported
 AssignedIncident Assignment Supported
 CategoryProd/Cat/Disp Menu Supported
 ChannelMenu Supported
 Chat QueueMenu Supported
 ContactSearch Box Supported
 Contact SmartSenseSmartSense Supported
 CreatedDate/Time Supported
 DispositionProd/Cat/Disp Menu Supported
 DormantMenu Supported
 Escalation LevelText Supported
 Incident IDInteger Supported
 Initial Response DueDate/Time Supported
 Initial Solution ResponseDate/Time Supported
 InterfaceMenu Supported
 LanguageMenu Supported
 Last RespondedDate/Time Supported
 Last Survey ScoreLast Survey Score Supported
 LoginText Supported 
 MailboxMenu Supported
 MailingMenu Supported
 OrganizationSearch Box Supported
 ProductProd/Cat/Disp Menu Supported
 QueueMenu Supported
 Reference #Text Supported
 Response IntervalInteger Supported
 Rule StateRule State Supported
 SeverityMenu Supported
 SLA ContainerCustom OptList Supported
 SLA Instance ViewCustom OptList Supported Assets report tab not yet supported
 SourceSource Supported
Staff SmartSenseSmartSense Supported
 StatusMenu Supported
 SubjectText Supported
 UpdatedDate/Time Supported

 


Relationship Items

 Name Browser UI Support 
Audit Log Supported
Collaboration Supported
Contacts Supported
Custom Object Relationship Supported
File Attachments Supported
Guided Assistance Supported
Rich Text Editor Supported
Tasks Supported
Time Billed Supported
Web Visits *

 

Actions

 Action Browser UI Support  Notes
 Appointment *
 Best Answers Supported
 Bookmark URL Supported 
 Copy Supported
 Delete Supported
 Expand/Collapse *
Forward Supported
 Guided Assistance Supported
 Info *
 Links *
 New Supported
 New Opportunity Supported Creates New Service Opportunity
 Offer Advisor * Offer Advisor is deprecated
 Print Supported
 Propose Supported
 Refresh Supported
 Reset Password Supported Only if Contact is associated
 Save Supported
Save & Close Supported
 Send SupportedCan be added to the Quick Action Toolbar in the Ribbon Designer inside the Workspace Designer in .NET. By default the button will display in the Action drop down in Browser UI.
 Send & Close Supported
 Spell Check *Spell Check is executed by the browser itself


 

Workspace Controls

 Name Browser UI Support  Notes
 Answer Display Supported
 Banner Flag Supported
 Browser Supported
 Button Supported
 Hyperlink Supported 
 Image Supported
 List Box Supported
 Menu Supported
 Panel Supported
 Policy Automation Supported
 Radio Buttons Supported
 Report Supported
 Script Supported
 Spacer Supported
 Tab set Supported
Table Supported
 Text Supported 
 Text Box Supported
 Title Bar Supported

 


Incident Thread Component

 Feature Name Browser UI Support Notes
 Add Attachment to Response Supported
 Add Customer Entry Supported
 Add Private Note Supported
 Add Response Supported
 Delete Non-Saved Thread Supported
 Edit Non-Saved Thread Supported
 Email Message Header: Always show for responses*
 Email Message Header: Show BCC Supported
 Email Message Header: Show CC Supported
 Email Message Header: Show Sign/Encrypt*
 Filter by Thread Type Supported
 Handle Saved but not Sent Responses (single draft) Supported
 Rich Text Editor Formatting Supported
 Default Font Supported
Search Knowledge baseSupported 
Send on Save* use 'send and close' 
 Show Attachments Sent in ResponseSupported
 Smart Assistant*
 Sort Asc/Desc by Date Supported
 Standard Text Supported
 Thread Channel Type SelectionSupported 

 


Forward Dialog

 Feature Name Browser UI Support Notes
 Add Comment Supported
 Add Files to Attach Supported
 Delete Files Attached Supported
 Download Files Attached*
 Exclude Notes Supported
 List Files Attached Supported
 Open Files Attached*
 Properties of Files Attached*
 S/MIME Encryption Options*
 S/MIME Sign*
 Select BCC from Dialog Supported
 Select CC from Dialog Supported
 Select To from Dialog Supported
Send Contact Information Supported
 Type BCC Supported
 Type CC Supported
 Type To Supported

 


Standard Text  Dialog

 Feature Name Browser UI Support Notes
 Add to Thread Supported
 Find In List Supported
 Hierarchical List of Std Texts Supported
 Hot Key Dialog Support Supported
 Preview Supported Merge Fields not supported in either console.

 

 

Return to full feature listingReturn to full feature listingReturn to topReturn to topGo next to the Interaction WorkspaceGo next to the Interaction Workspace

 

 

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