AP Helpdesk (Governed Autonomy)
For everyone who works the AP Helpdesk: analysts working the task queue and the mailbox, managers who own the rules the agent follows, and Super Admins who configure it.
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Get Started
What AP Helpdesk is, the vocabulary, the autonomy models, and what your role can reach.
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Agent Co-workers
The setup wizard and the AP Helpdesk capability reference, and what each setting depends on.
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AP Intelligence
The AP Helpdesk settings: rulebook, email categories, senders, templates, and archiving.
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Homepage
The counters, the task queue, and the task detail pane, in reading order.
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SmartVendor
The record types behind a task, the dashboard, and the connected mailbox.
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Mailbox
The connected mailbox, as the agent sees it and as you see it.
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Reference and Support
Lookup material for AP Helpdesk: settings and their defaults, the email categories, the roles matrix, the glossary, a...
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Version History
The revision history for this guide, and the product release each revision tracks.