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Summary of Support Center Properties Tab Options

Table 53 summarizes the options available in the Support Center page, Properties tab. 

Table 53: Summary of Support Center page, Properties tab options

Support Center, Properties tab option Description

Name

Type the name of this Support Center.

Comment

Type a description of this Support Center.

This Support Center is enabled

Select to put this Support Center into service.

Select subsystems

Select the links presented on the Support Center's home page.

  • FAQ—presents frequently asked questions about Virtual Contact Center and their answers.
  • Collaborate —enables your support representatives to connect to and control a customer's computer for purposes of providing technical assistance.
  • Chat —enables a customer to use an instant messaging dialog to interactively send and receive text inquiries and answers.
  • Email —enables a customer to contact a specific part of your organization with a request for information or assistance.

    To enable the Email option, in the Email address to route Support Center originated Cases list, choose an Email channel then click Save.

  • My Account—enables customers to create support requests.

    You can enable or disable Support Center authentication option. Authentication requires the customer to enter an account number and password to access the support request dialog.

Email address to route Support Center originated Cases

Select the Virtual Contact Center email channel that receives email inquiries to this Support Center.

To enable the Email Contact Center subsystem, type an email address then click Save .

For more information about email channels, see Configuring Email Channels, on page 1.

Enable private labeling

Select to customize the Support Center with a non-default style sheet and image files.

See:

Enable custom email form

Select to customize the Support Center with a non-default email service request form.

See:

Enable chat survey

Select to enable a pre-chat survey.

Pre-chat surveys ask customers to clarify their interests before initiating a chat.

Place the pre-chat survey form in the URL specified by the URL for Private Labeling text entry area, described later in this table.

URL for Private Labeling

Type the URL for your customized Virtual Contact Center HTML, CSS, and icons files.

Store the files in the root directory of the URL, not a sub-directory.

For more information about customizing a Support Center, see Adding Private Labeling to a Support Center, on page 1.

Email address to send Support Center images

You can customize the HTML page and icons displayed by Support Center .

To begin customizing the Support Center, type the email address where the Virtual Contact Center sends an archive containing the customization files set, then click Send.

For more information about customizing a Support Center, see Adding Private Labeling to a Support Center, on page 1.

 

See Also

 


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