With the Black Box and Live Lookup enabled, would it be possible to customize the staff interface to show more information about a customer (e.g. department, office number, etc.)?
Live Lookup can return as many different fields as you like, not just the fields that populate the customer information fields. So staff can hit the search button any time to see more information about the selected customer from your live lookup data source.
Thanks! That’s good to know, and I’m actually glad the request view “boils down” the information available to just the essentials.
Yes, Live Lookup (http://www.userscape.com/helpdesk/index.php?pg=kb.page&id=174) lets you see all that type of information.