Follow Service Desk Instructions

Use an approved instruction to guide a consistent customer interaction.

Before you start

AgentHub access and a published instruction.

Steps

1. Open Instructions and select the applicable published instruction.
2. Read the scope, identity checks, boundaries and escalation guidance.
3. Complete the execution checklist while handling the contact.
4. Use Insert into reply only when the approved customer message is appropriate.
5. Record the outcome and follow the escalation guidance where needed.

Expected result

The interaction follows a recorded version of the instruction.

Important behaviour

Instruction execution is pinned to a version. Internal instruction text is not automatically sent to customers. Skipping controlled steps requires the relevant supervisor action and reason.

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