Agent Desktop 4.0
Agent Desktop 4.0
1
Table of Contents
Icons and Prompts ................................... Error! Bookmark not defined.
Module Preparation - Checklist ................ Error! Bookmark not defined.
Introduction………………………………………………………………………5
What is AD - How to access AD ............... Error! Bookmark not defined.
Workbench………………………………………………………………………6
Navigation and investigation Practice………………………………………...8
Talking point 1…………………………………………………………………..10
2
Icons and Prompts
Activity
Run a group or individual activity
Group Discussion
Conduct a group discussion
Demo
Demonstrate the skill, knowledge, or
function
Media
Show PowerPoint slide, video, etc.
Tell / Instruct
Instruct on subject using self-discovery,
lecture, or other means
Review / Test
Run a review or assessment
White Board / Flip Chart
Write on white board or flip chart
Important
These are the key “take-aways” of the
module that should be reviewed
Practice / Role Play
Identifies when participants should
practice or apply what they learned.
Facilitator Prompts
Ask
Facilitator should ask a question or series of questions
Do
Facilitator should do something based on topic
Explain
Refer
Say
Facilitator should explain the concept or idea in their own words
Facilitator refers to a handout, participant guide, KB entry, etc.
Facilitator should say this verbatim
3
Module Preparation
Module Time
120 minutes
KB Article
-
eBay Help Pages
-
Extra Activity
Cont.
-
Material Checklist





Access for class – NT logins, ASAC logins, Alias accounts created
PCs
Learning workbook printed
Flipchart and markers
Projector
4
Introduction
Total Time:
10 min.
Welcome, Introduce, Agenda, Session objectives
Action
Content
Notes
Welcome and Introduce

Welcome participants to course.

Write the following Agenda on a white board:
1. Know what Agent Desktop is
2. How access Agent Desktop
3. The most Common used function (Workbench, main tabs)
4. Tips and tricks
5. Tool Practice
Objectives

The aim of this course is to show you Agent Desktop 4.0 and
how it can be used for investigation.

By the end of this course, you will have an overview of Agent
Desktop and what it does; you will be able to understand where
to find the most relevant information; you will be able to
customize and filter AD tab and columns.

Advise the teammates that they will have plenty of time to
familiarize themselves with AD and practice navigation and
investigation techniques.
5
What is Agent Desktop, How to
access Agent Destop
Action
Content
Total Time:
10 min.
Notes
What is Agent desktop

Introduce Agent Desktop to participant (see talking point 1)
How to access Agent desktop
Ask:

Trainees to type “crstools” in their browser, to select Agent
Desktop, and click on “install”, to sign in with their ASAC login. An
installation is required when first downloading the tool and each
time an update is made.

Check if everybody has successfully logged into the tool
Workbench
How to use Workbench for Investigation
Action
Content
Total Time:
120
minutes
Notes
Explain:

What is workbench? The most common tool to do research in AD.
Workbench provides a wide variety of views and can be a
lifesaver when quick research is needed. While workbench
provides a robust research platform, many actions cannot be
taken.
Show:

First show participants how to open workbench tool from the Tool
tab. Enter user ID huw-uk in the User ID search field and click on
the red icon to pull up the information in workbench.

Also show how to pull up the information through the quick search
tool in AD home page.
6
Ask:

Agent to repeat the procedure. Check if everybody has
successfully loaded the account and has the correct screen up.
Workbench view:
1 – Summary
Say:

Ask:

First, I’d like to draw your attention to the Summary box on the left
side.
What does the Summary show us? (Class should answer that it
gives us a snapshot view of the member’s account).
Explain:
 What the Summary Section shows and how it can be used in
investigation.
2 – Header
Do:

Ask:

Show the account information header.
What is the information that you can see in the header? (User ID,
email, phone number status, PayPal account etc.)
3 – View bar
Show:

The view bar at the top of the page
Say:

“These are the view available in workbench. Each view provides
different information about the account. When a view is selected it
will open, load the information and add a quick link to that view at
the bottom of the page. You can also use the view dropdown in
the menu bar to see a full list of the views and their names”.
4 – Bar at the bottom
Ask:

Class to choose 4 views from the view bar
Show:
 How the views selected and open are added to this section
allowing agents to cycle through the information they are using.
7
5 – Links
Show:
 Just under the Summary section, you’ll see a section with a list of
links. These links show you different views. When you click on a
link, it will open up a tab in Workbench and give details on
whatever link you clicked.
View bar
Say:

Take a look at the top of Workbench. You should see a row of
icons. We’re going to take a look at them now and talk about the
icons you’ll be using.

Give agents the worksheet (AD workbench tab). In group/ in pair
make them go through the most relevant icons. The group will fill
the worksheet making hypothesis about each icon’s nm end
function.
-
My eBay icon
PayPal Admin
Resolution Centre
Listing and Bidding Activity
Email Message List
Account Issues
Feedback Details
Account Details
Dispute Summary
Member History
MAC
Coupon Details
Claim History
Item Details
Seller Limits
LVIS
Recent SRs
Account Links
Do:
Explain:

Discuss their hypothesis and explain the icon.

While explaining the icons, give class tips and tricks about how to
customize AD tabs and how to filter information. Show:
-
Floating
Column chooser
Information filter (funnel icon)
8
Activity – Tool practice
Do:
Give participant Learning Workbook AD and have them completing in
pairs the second activity.
Say:

Let’s practice this. We’ll do this in pairs so everyone will get an
opportunity to try this

Lead the correction of the exercises and check for class
understanding
Do:
9
Talking Point 1:
Before we begin take a brief moment t consider the immense amount of data and
information we use at eBay. We have around 90 MILLION active member buying and selling
hundreds of MILLIONS of items.
Think of all the transactions, messages, bids, listings, item details, feedback, payments,
invoice, addresses, account links and servcee requests. And that hardly scratches the
surface.
Having ALL this information at our fingertips is vital to eBay’s success. Without it we couldn’t
properly assist members, identify fraud trends, make correct decisions on claims, and much
more. We developed Unify - Agent Desktop (AD) as a tool to bring this information to you
fingertips.
AD is an application designed especifically for eBay; is part of the Unify suite of tools which
aso includes Unify – Siebel and CSKB. Agent Desktop is often referred to as Agent Desktop,
Unify Agent Desktop and AD.
AD is used for:




RESEARCH (items, accounts, service requests, M2M messages and more)
TAKE ACTION (remove feedback, credit fees, suspend or reinstate accounts)
HANDLE TIME (answer or make phone calls, generate or reply to emails, do chats,
and work proactive cases)
INTEGRATED WITH SIEBEL (AD allows you to see SR created in Unify Siebel. On
the same note, when calls and emails are handles in AD, SRs are created that can
be seen in Siebel
10