We are going to implement IT Help desk in Solution Manager 7.1 SP10 and we are placing to use the Interaction Center to handle the incoming calls.
My questions is when the caller Account Identified and confirmed, Where i can see is last Incidents, Service Requests...etc. Is from the Interaction History? or from Interaction Record? or from where? if it’s from Interaction History, so what transaction need to be added there to list the last Incidents, Service Requests...etc. which related to the identified account.