Service Agent

How to work a client checklist end to end.

Watch: Service Agent Essentials

A short walkthrough of the checklist workspace: finding your priorities, working phases, answering steps, and handling approvals.

The welcome screen shows your top 3 priorities — the client processes that need you next — so you can jump straight in.
Open an assigned client to see its process cards, each showing when it was assigned and, once finished, when it was completed, plus attention badges when something is rejected, pending approval, or needs review.
Resume on a card takes you to the first step you haven't answered.

Phase headers are colour-coded by status, not position, so the page tells you where to go at a glance.

Grey — nothing answered yet (0%).
Amber — work in progress, or an approval is pending.
Green — 100% complete.
Red — something was rejected and needs rework.
Each phase header shows its own % done. Phases start collapsed; Expand all / Collapse all control the whole checklist.

Answers autosave — there's nothing to submit.
Answered steps stay visible and turn green rather than disappearing. The coloured rail on each step shows its state: amber still open, green answered, grey doesn't apply. The colour key sits in the command bar.
Hide completed in the command bar trims the list to what's left, and the command bar keeps a running what's left summary.
Next step jumps to the next step needing attention and keeps a focus outline on it while you work.
Each step shows an icon for its type (text, checkbox, choice, yes/no, approval gate) so the list is quick to scan.
Use Doesn't apply on a step that isn't relevant — it is stamped and counts as complete. Undo beside the step text brings it back.
Suggested answers appear as suggestions you accept with Use suggestion, so the record shows what an agent actually confirmed.

Phase notes sit at the top of each phase — click Add phase notes to open them. That's where context for the whole phase belongs.
Step notes live in the right-hand column next to each step.
Approval Gate steps wait on a Service Manager; keep working elsewhere in the checklist while one is pending. A rejection comes back with their note.
If a Service Manager marks a process Not applicable, it becomes read-only and a banner explains why.

Download in the command bar saves the client's process as PDF, CSV, or MD at any time — useful for client updates or working offline.
A go to top button at the bottom of long checklists scrolls you back to the command bar.