Allianz Support Services console

Last reviewed: 2026-10-12

Open Support Services with the Allianz logo and use the prepared Allianz Support Case. This is the DCC specialist-support page. Agent Assist follows the human portion of Allianz Script v2.

Use Call Summary for the contract snapshot, illustration form and saved request. The form opens inside that tab and the summary returns after closing or submitting it. Standard Salesforce Case actions and the Details, Activities, Related and Reports tabs remain available.

The verified Case summary loads independently of Agent Assist. If Agent Assist is still connecting or reports a loading error, the Case context can remain visible. Report the Case number and the Agent Assist error; re-creating the workspace is not required.

If the console was open during an update, wait until there is no active call, hard-refresh Salesforce and reopen the Case. If Agent Assist still spins or shows TrueServe did not finish loading, report that exact result. No suggestions right now means the panel loaded; it is different from a loading error. The embed supports third-party cookie restrictions; changing browser privacy settings is not a required troubleshooting step.

For live producer transfers, call +1 866-898-5617 and request a representative. After accepting the offered call in Omni-Channel, its Case should open with the voice agent's summary. Policy context appears only after successful producer verification and an authorized policy lookup. An immediate, unverified transfer keeps policy details hidden; opening the Case does not verify the caller.

The incoming call uses the Case Contact's name, such as David Chen, with a short transfer-summary preview. Long summaries are shortened for the incoming call; the full handoff summary is retained on the Case workspace. Selecting an ANI in Preview identifies the test caller but does not complete verification.

The call creates its workspace automatically. Do not manually create a workspace or mark the Case verified to make a missing-policy message disappear. Report the Case number and call time if the Case does not open or verified context is missing.

For the combined recorded phone-to-Salesforce walkthrough in Agent Studio, open the Allianz journey Scene, agent 4911.

  1. Review the transfer summary and confirm David's request for Helen's contract.
  2. Ask the death-benefit question. Agent Assist shows the supplied calculation and its full qualification.
  3. Continue directly from the benefit explanation to recurring withdrawals. The clarity interruption and English Enhancement UI have been removed. Normalization starts silently for the matching active call; explain the technology after the demo.
  4. Ask about recurring withdrawals and click Start Illustration Request. The DCC form captures five input groups from the conversation. You can edit them; later suggestions preserve your edits.
  5. Read back the start date and modeling assumptions. After David agrees, select David confirmed the start date and modeling assumptions. Submit Request becomes available when every group is complete.
  6. Save or submit the request. The submitted panel shows the actual Salesforce reference and saved values. It records an internal request; document generation and delivery are not confirmed.
  7. Review the Jack Monahan signature reminder, then use Complete call in Agent Assist or Wrap up in Call Summary to open the existing DCC wrap-up.
  8. Review the summary and recommended action. Select Policy Inquiry as the Case Reason for this scenario, then Mark as Complete. This closes the Case and voice activity and saves the selected signature follow-up.

The scenario uses the script's authored dates: October 12, 2026 for valuation and November 1, 2026 for the recurring-withdrawal start. These are demo facts.

The earlier human-script rehearsal uses separate synthetic Cases and supplied handoff context. The October 12 handoff checks also exercise Salesforce persistence, SCV routing and the installed Case page. The user also confirmed that the live Case popup works. Audible enhancement and customer document delivery remain separate connected-service checks.

The October 10 script rehearsal used Copilot 4870 v18, catalogue 4.0.7. The modular Salesforce page update does not republish the agent. Completed test Case 00023205 contains the saved request and follow-up for inspection.