Overview
Connect a provider that resolves business entities for case context and exposes governed actions against authoritative source data.
Prerequisites
- A workspace app or provider advertising CONTEXT_RESOLVER
Permissions required
Steps (4)
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1
Probe the resolver contract
Verify the provider exposes the required context operations, entity types, presentation metadata, and caller authorization.
Tips
Validation
Success criteria
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2
Configure resolver and provider binding
Register the resolver, provider connection, supported entity types, capabilities, and presentation slots.
Tips
Validation
Success criteria
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3
Attach context to a case
Create governed ContextRef records with source application, entity type, and source identifier.
Tips
Validation
Success criteria
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4
Resolve context and execute permitted actions
Display current entity state/relationships/timeline and dispatch an allowed source action through the governed service-action flow.
Tips
Validation
Success criteria
About this guide
Agent Desk is a complete service-operations workspace for customer and internal support. Requests can enter from staff, customer portals, trusted applications, APIs, governed workspace calls, Bridge v2 connections, events, and configured inbound providers.
Agents work from permission-aware queues with skills, presence, capacity, assignment, priority, SLA, requester identity, live business context, customer conversation, internal notes, attachments, approvals, related work, source-authorized actions, and a complete case timeline.
Supervisors and operations teams manage queues, routing, service levels, problems and incidents, knowledge, quality, workforce, reports, integrations, automations, retention, audit, and enterprise identity from the same application. Connected systems integrate through capability-based provider contracts so each source application can remain authoritative for its own business data while Agent Desk owns service operations.