Provocative title? With the risk of some men not daring to open this post? Do not fear, multitasking does not exist. Some people just know how to very quickly switch back and forth between a number of tasks. With Workspace, Engagement Cloud now supports this ‘multitasking’ fully by allowing us to manage search results in nested tabs. Let me explain!
Tabular navigation was first introduced for Service Requests in Engagement Cloud. Service agents need the capability to manage multiple service requests simultaneously as they handle them over the phone, chat or any other channel.
Workspace now brings this capability to any search result. Opening a lead whilst working already on an opportunity and quickly discovering a contact when he calls? Piece of cake!
Multitasking in tabs
Notice how in the screenshot below, I searched and opened an account, a contact, an opportunity, and a service request. All within the same screen, without extra navigation, without having to save in between.
Workspace nested tabs
But nested tabs allow us to dig deeper, whilst not
The screenshot below shows how I can see the primary contact details and an opportunity for the account I had open already, whilst being able to navigate back to the account to open more.
This enables true multitasking all from within one workspace screen, across data types, without extra navigation, without having to save your work in between.
But Workspace is capable of much more. Wait till you see how it revamps the Global Search! It is really changing the way I use Engagement Cloud: Stay tuned!
PS: in order to enable nested tabs, make sure your roles have the following privileges:
- Open Objects in Dynamic Tabs
- Open Objects in Dynamic Tabs for FSCM
- Open Objects in Dynamic Tabs for HCM
