We are working through establishing and setting up Service Point for our environment. We still use (and will continue to use) Support Automation into the foreseeable future. To this end we are trying to avoid the xFlow chat related system and drive them to SA while within the Service Point system.
The easiest way to do this (that I know of) unless this feature is built in and I am just unaware of it. Would be to add a new menu button to the top of the page next to 'My Tickets'.
To literally define the additional value to be placed here:
But before I start chopping things and seeing if it works. Wondering if anyone else has attempted this implementation or if there is a prescribed way to make a change like this that is recommended.
No documented mechanism to customize Service Point.
With Service Point being so new, I do not know how many clients have tried any sort of customization that might potentially be shared on the Communities
Agreed. I have opened a case with you internally to talk about potential recommended customization to this system as well to appropriately integrate support automation into the service as a link.
See what we can figure out!