Case Basics: InfoCenter
InfoCenter is an information repository built into Emplifi Agent. This connection with Emplifi Agent allows you to access all the information in InfoCenter while you are working on a case. Information is stored in the repository in a variety of ways, including:
Suggested responses that you can use when talking to a customer about a particular issue.
Field-level information related to the field or a particular data value (for example, product information or directions to a store).
Links to external information (for example, a website, brochure, or other information that is applicable to your current task).
The information in InfoCenter is set up by your Emplifi Agent Administrator.
Automatic InfoCenter Information: Alerts
An alert is an InfoCenter entry that is displayed to you automatically. Alerts are typically triggered when you enter a particular value or combination of values into one or more fields on a case.
The alert displays in an ESP card.
On-Demand InfoCenter Information: Catalog Entries and Suggested Information
You can request to have InfoCenter information displayed to you at any time by clicking Display InfoCenter Entries in the Application menu. InfoCenter displays the most basic information to any user, regardless of experience level. This information is then displayed in ESP.
InfoCenter ESP Card
The following are some tips for how to use the InfoCenter ESP Card:
A More Info icon displays next to an answer if there is an InfoCenter entry associated with the question.
Choose an answer and click More Info to read the InfoCenter entry.
Click More Info for another question to replace the displayed InfoCenter entry with the new InfoCenter entry.
Types of Information
Many different types of information can be entered on an InfoCenter entry:
Textual information
Links to external documents (e.g., product brochures, instruction manuals, images)
Links to external help files
Links to web pages
An InfoCenter entry can display in multiple issues on a case, but only displays once per issue.