How to Use WPS Customer Service Management on Windows

This section includes 5 how-to topics: open the customer service management page, review the customer service list, add staff, edit staff, and delete staff; all 5 topics are available without membership and 0 are membership-related.

How-to Index

How-to Guide

1. Open the Customer Service Management page

Entry path: Left navigation bar → Workbench → Service Desk → Customer Service Management

1. Click the Workbench icon in the left navigation bar.
2. Click the Service Desk icon in the workbench area.
3. Select Customer Service Management in the left-side navigation menu.
4. Confirm that the management page opens correctly.

Success Criteria

• Interface result: The page shows the customer service management list or action area.
• Next action available: You can continue to review, add, edit, or delete staff.

Tips While Using

• Common mistake: Opening the Service Desk area but not selecting Customer Service Management in the left menu.
• Permissions or membership: No membership is required for this topic, but a management account is recommended.
• Environment note: A stable network connection is recommended when opening the page.

2. Review the customer service list

Entry path: Service Desk management area → Customer Service Management → Staff list

1. Open the Customer Service Management page first.
2. Review the list of staff members that have already been added.
3. Check the account, skills, avatar, service hours, current status, and action items shown in the list.
4. Review the total result count at the bottom of the page.
5. When checking status, review both the service desk working hours and the staff member's own service hours.

Success Criteria

• Interface result: The list shows staff fields and action buttons.
• Next action available: You can move directly to edit or delete from the list.

Tips While Using

• Common mistake: Looking only at the staff member's own service hours and ignoring the overall service desk working hours.
• Environment note: When the service desk working hours end, the status can still appear offline even if the staff member's own service hours have not ended.

3. Add customer service staff

Entry path: Service Desk management area → Customer Service Management → + Add Customer Service

1. Click + Add Customer Service on the Customer Service Management page.
2. In the dialog box, click Select Account, search for the target member, and select the correct account.
3. Enter the avatar ID.
4. Fill in the profile description, including the main business scope, familiar products, or common issues, within 500 characters.
5. Set the start time, end time, and weekdays for the service hours. If needed, click + Add Service Hours to add more time ranges.
6. Select the customer service skills. If more skills are needed, follow the page prompt to add them.
7. Click Confirm after checking the information.

Success Criteria

• Interface result: The new staff member appears in the customer service list.
• Next action available: You can continue to edit the profile or review status and schedule details.

Tips While Using

• Common mistake: Filling in other fields before selecting the correct account.
• Environment note: A clear profile description helps later matching and assignment.

4. Edit customer service staff

Entry path: Service Desk management area → Customer Service Management → Staff list → Edit

1. Find the staff member you want to update in the list.
2. Click Edit on the right side of that row.
3. Update the account, avatar, profile description, service hours, or skills in the dialog box.
4. Check that the revised information is correct.
5. Click Confirm to save the changes.

Success Criteria

• Interface result: The list shows the updated staff information.
• Next action available: You can continue to review the status or edit the profile again.

Tips While Using

• Common mistake: Closing the dialog without clicking Confirm.
• Environment note: When adjusting service hours, also check whether the selected weekdays are correct.

5. Delete customer service staff

Entry path: Service Desk management area → Customer Service Management → Staff list → Delete

1. Find the staff member you want to remove in the list.
2. Click Delete on the right side of that row.
3. Confirm the deletion in the system prompt.
4. Return to the list and check that the staff member has been removed.

Success Criteria

• Interface result: The target staff member no longer appears in the current list.
• Next action available: You can continue maintaining other staff profiles.

Tips While Using

• Common mistake: Deleting the wrong staff member without checking the identity first.
• Environment note: After deletion, that staff member no longer participates in new service desk assignments.