A service agent’s day consists of any tasks that contribute to a first-class service experience for their customers. This may include:

• Reviewing and prioritizing outstanding tickets
• Checking their queue or their team queue for incoming tickets
• Taking customer calls and creating new tickets
• Resolving issues that can be managed by phone or by providing information, such as a knowledge base article
• For issues that require field service, schedule service and allocate resources
• Ensuring tickets are closed in a timely manner, following up with customers to ensure resolution.

We’re almost at the end of the Day in the Life of a Service Agent. Before they leave for the day, they can prepare for the next day by checking remaining and open tickets one more time.

They now have a weather widget that allows them to check the weather and make sure there are no alerts for tomorrow’s service calls. Finally, they can finish the day by scheduling any final customer site visits for the next day.