How to Use Service Guides from within the Queue

Hi,

Thank you for visiting our Qtrac Knowledge Base library. We hope the below article will assist you. Based on your inquiry, it looks like you are trying to use Service Guides from within the Queue. In order to accomplish this, you will need the following permissions:

Associate role with access to the Qtrac Queue dashboard.

Once you confirm that you do have access to these settings, please follow these steps:

1. Log in to the Qtrac Queue dashboard and begin serving a visit by clicking on it in your queue.
   Note: Service Guides will not be visible until you Start serving the ticket.
   
2. Scroll down in the visit panel to find the Service Guide section. It appears automatically when the visit's service matches a configured guide - no action is needed to load it.
3. Review the current step. The step name and any description (instructions for you as the associate) are shown at the top of the Service Guide section.
4. If the step includes Data Collection Fields (e.g., a dropdown, text input, or date field), fill them in as part of completing the step.
5. Click the ✓ (checkmark) button on the step to mark it complete.
   Noce the steps is checked as finished, the number for that step will turn Green.
6. Move to the next step based on your layout:
   • Horizontal layout (numbered buttons): Use the numbered buttons (1 / 2 / 3) at the top of the Service Guide, or click Next / Back to move one step at a time. Only the current step is shown on screen.
   • Vertical layout (scrollable list): All steps are visible simultaneously as a scrollable list. The current active step is highlighted in blue. Scroll down to reach later steps and click ✓ on each as you complete it.
     Note: to find out more about the layout options and how to set them up check this article. 
7. Repeat for all steps in the guide until every step is marked complete.
8. Once all required steps are marked complete, close the visit using the Complete button at the bottom of the visit panel.
   

Note: Required steps must be marked complete before you can close the visit. If the Complete button is unavailable, check the Service Guide for any unchecked required steps.

Note: Some steps are conditional - they only appear for certain visit types. If a step you expect is not showing, it may not apply to this particular visit.

Tip: The layout of the Service Guide (Horizontal or Vertical) is configured by your admin. Both layouts contain the same steps — only the presentation differs.

We hope this article helped you out with your request and clarified things a little bit more.
If you still have any questions, please feel free to get in touch with our Qtrac Support.