Creating Page Variants for Case Types - Complaint Case Example

PriyamvadhaM · 2 hours ago

Introduction:

In the CSM/FSM Configurable Workspace, creating page variants lets you define distinct case record page layouts for different case types and/or user personas.

Instead of a one-size-fits-all case record page, you can tailor what agents see based on the type of case they open (Billing Complaint, RMA, Order Case, etc.) and who they are (e.g., front-line agent, manager, specialist).

Example:

What you might add to a page variant for a case type:

Configuring or customizing playbook driven experiences
Focused layouts depending on case type
Additional now experience components

Let's say, for the complaint case type (sn_complaint_case) we want all records created in this table to have a different experience on the workspace, this is broadly the way it's rendered:

The workspace user (e.g., front-line agent) opens the record
All active page variants are evaluated based on conditions. The 'order' specified for a page variant determines evaluation priority.
The page variant which matches the table name is selected and rendered.

How-to:

Navigate to the record page variants in the relevant Now Experience, for example the CSM/FSM Configurable Workspace experience.

Existing page variants for cases or case types show up in this list. If you have not created a page variant for a case type (e.g., a custom case type or an out-of-the-box case type for which you want to configure the page further), 'More options' lets you duplicate an existing variant which can be tweaked to suit your needs.

All the 'process page' variants (out-of-the-box) refer to the presence of a guided process experience i.e., playbooks. You could duplicate an OOTB page variant to make further changes, for example making it accessible to only the front-line agent and the location manager, since it's a complaint case type table.

To generate a preview of the case record rendered through this page variant, enter test values and a sample record.

The page editor is used to edit the page components. For example if you need to edit the default customer information displayed for your complaint case, that can be achieved.

Similarly if you want to change the playbook stage picker (e.g., if you want to make it vertical instead of horizontal), the playbook stage picker component configuration provides options. [Related link: What is a playbook stage picker?]

The setting tab allows you to set the order and edit audience or table name at any time.

Example: Two personas for the same case type

Variant	Screen Condition	Order	Audience	Who sees it
Complaint - Specialist View	`table=sn_complaint_case`	-100	CSM - Complaint Specialists	Complaint-specific agents
Complaint - Standard View	`table=sn_complaint_case`	-50	(none)	All other CSM workspace users

In this setup:

A complaint specialist opening a complaint case sees the "Specialist View" (priority -100)
Any other agent opening the same record sees the "Standard View" (priority -50, no audience restriction)

This makes use of the 'order' and 'audience' settings to create effective audience-restrictions.

Resources:

Check out the different workspace components for additional info on what they are and how they work.

For more UI Builder, check out our community resource page on this topic.

Summary

To do this...	Do this...
Show a different page for a case type	Create a variant with `screen_condition = table=<table_name>`
Enable an OOB playbook variant	Set `active = true` on the variant
Restrict a variant to specific users	Create an Audience and link it via the 'Settings' tab
Add playbook guidance to a case page	Add the Playbook Stage Picker component to the variant
Control which variant takes priority	Adjust the `order` field (lower number = higher priority)