Exploring the Engineering Support Center Sample
The Engineering Support Center sample is a Flash Builder application with a LiveCycle Data Services server back end. The application enables customers, agents, and supervisors of GlobalCorp to create and manage customer cases regarding their products.
Customers, call center agents, and supervisors perform different tasks during the life cycle of a case. So, each type of user is presented different clients with slightly different features.
Customers perform tasks such as create cases, add notes, and modify profile information.
Agents can perform tasks such as create cases, add notes, change the case status, and create customer accounts. Agents can access only the cases that they are assigned.
Supervisors can view all cases, rec i eve alerts about problem cases, and see a pie chart that shows the distribution of cases across agents.