Configurable workspaces
Quick answer
Give fulfillers a focused workspace: lists, tabs, agent assist, and what to configure before rollout.
Key takeaways
- Workspaces suit high volume fulfillment work
- List configuration matters more than form styling
- Agent assist reduces search time inside the record
- Pilot with real agents before a wide rollout
What a workspace gives
A workspace puts lists, records and context in one tabbed interface designed for people who work tickets all day. Agent assist surfaces similar records and knowledge without leaving the record.
Configuration points
Landing page metrics, list configuration, form layouts per table, and the contextual side panel. Most rollouts spend their time on the list definitions, because agents care about what is in front of them first.
Rollout advice
Workspaces change habits, so involve agents early.
- Pilot with a small group and watch them work for an hour
- Configure keyboard friendly lists, agents live in them
- Keep the form to the fields the agent actually fills in
- Measure handling time before and after so the benefit is evidenced
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Check your understanding
What does agent assist provide?
- A. Automatic closure
- B. Similar records and knowledge in context
- C. Approval routing
- D. Discovery data
Show answer
B. Similar records and knowledge in context
Agent assist surfaces relevant knowledge and records inside the workspace.
Where should configuration effort go first?
- A. Colour scheme
- B. List definitions agents use daily
- C. Landing page images
- D. Notification templates
Show answer
B. List definitions agents use daily
Agents spend most of their time in lists.