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Using Procedures


In Talkdesk Guide™, Procedures are documents that are step-by-step instructions that describe how to perform a routine activity, ensuring consistency and quick resolution. They hold knowledge to ensure every agent provides, and every customer receives a consistent and speedy resolution.


Procedures Structure

Creating a Procedure

To do so, please follow these steps:


1. Click on Create Procedure [1]. A new window will open.


2. Fill in the “Name” [2] field.

3. Click Create [3]. To undo, choose Cancel.


Now, you can start creating content and structure. You’ll see the following screen:


  • A “Decision tree” [1] that represents the structure of the Procedure (the several steps in it and how they relate with each other). Here you can navigate between steps.
  • On the right side of the screen, you’ll see an edition area, where you can configure a step: 
    • name [2].  
    • layout [3].
    • Add step [4] option.
    • Save changes [5].
    • Publish [6].

After clicking on Add step, the following page will appear:


  • When adding a Step to the current Step, you’re also creating an Exit (we can also call it a Choice) from the current Step. Thus, define a “Name” [1], and an “Exit Name” [2].
  • When you’re done, hit Create [3]. To undo, choose Cancel.


In this example, you can go from the “Customer Validation” Step to the “Request ID Details” Step when you choose the Exit named “Customer not validated”, or to the “Check Item Refund Entitlement” Step when you choose the Exit named “Customer Identified”. The Step “Customer Validation” has, thus, two Exits (Choices).


Editing a Procedure

You can change a Procedure any time you want. To enter the Edition mode, please follow these steps:


1. Click on the pencil icon [1] in the Procedures page.


Changing Content

When you create a Procedure, you define its content. You can then edit it and do several things:


1. You can change the Procedure’s name [1] by clicking on it, deleting and writing a new name.

2. You can change Steps’ names [2].

3. Steps’ contents can be edited, and accept the same type of content as articles [3].

4. You can delete a Step/Exit of a Step [4] by clicking on the trash bin icon.

Note: Deleting a Step/Exit will delete all the Steps below that Step/Exit.

5. You add Steps/Exits to a Step [5].

To switch between Steps, you can click on the Decision Tree’s Steps, or do it by clicking on the Step/Exit names of a Step in the edition area.


Deleting a Procedure

Please follow these instructions:


1. Click on the more options “...” button [1].

2. On the new pop-up window, choose Delete [2].


3. Confirm by selecting Delete [3].


Viewing a Procedure


When you select a Procedure, you enter on the Procedure execution mode. To do so, follow these steps:


1. By default, the first step is already selected [1], when you first enter the Procedure.

2. From there, choose one of the Steps/Exits [2], on the right side.

Tip: If you want to start from another Step rather than the first one, you can select a Step to start from the Decision Tree.


3. Select the next Step/Exit on the cards [1].

4. When the next Step/Exit is selected, the current Step becomes available on the right side bottom of the screen [2] and selected in the Decision Tree [3].

In the example above, if you come from the Step “Customer Validation” [1] where you selected the Step/Exit “Customer Identified” [2], the current Step becomes automatically “Check Item Refund Entitlement” [3].

Tip: You can also notice that while the Procedure is being executed, the history track is left on the right side of the screen with the Steps/Exits already selected marked in blue.


Starting a Procedure from a Step that is not the first one

You can start the execution of a Procedure in a Step that is not the first one, then you may skip one (or more) first Step(s). Let’s take the following example:



1. To start the execution of the Procedure in the Step “Check Item Refund Entitlement” [1], choose it on the “Decision Tree”.

2. Select the Step “Item Less Than 50 EUR” [2].

Since you clicked on a Step/Exit that is not the first Step, you’ll be prompted to confirm the change of the history (or execution flow). The following pop-up window will appear:


1. Select Confirm [3] to replace the procedure’s execution history.


2. A message indicates that the path of the execution has changed [1].

3. An execution history is built, showing which Steps/Exits need to be selected [2] and the starting Step [3].

4. On the Decision Tree, the selected Step is highlighted in blue [4] and the possible next steps are displayed on the bottom right of the screen [5].


Stopping the execution of a Procedure

To stop the execution of a Procedure, do the following:


1. Click on End procedure [1] to terminate it. Afterward, you are taken to the Procedures folder of the Space.

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