Taking Service Request - Automatically creating service tickets based on customer interactions through multiple channels, such as phone, email, or chat. It also empowers agents to service the agents then and there itself. 

Raising Complaints - Allows agents to address customer grievances by raising complaints and routing them to the appropriate teams. The functionality to raise this ticket for external systems via APIs also exists.

Guided Troubleshooting - Guided workflows can be used by agents to help customers with troubleshooting by providing step-by-step instructions and relevant information to assist in resolving a particular issue. These workflows are often based on previous solutions to common problems 

Customer information retrieval: Quickly fetching customer information such as contact details, previous interactions, and purchase history to assist agents in resolving issues more efficiently.

Internal Process Automation - Guided workflows can be integrated with rules engines and macros to automate tasks like adding cases to a queue, sending communications, and setting custom field values. This improves efficiency, reduces errors, and allows agents to focus on more complex tasks.

External System Routing - Guided workflows can use SSO and deep links to access external systems, making it easier for agents to perform processes required for resolving customer issues.

Lead Management - Guided workflows allow agents to create leads and follow up on leads to ensure upsell/cross sell opportunities are not missed.