Based on research and direct customer outreach, we have implemented a new structure for the Configuring Customer Service Management section of the documentation that hopefully makes it easier to find what you want and get you where you’re going.
Based on surveys and interviews we developed an updated content framework based on users’ likely workflows. New categories in the Configuring section include Set up your environment, Organize agent workspaces, Enable communication channels, and Implement Intelligence (which takes advantage of Now Assist for Customer Service Management and other intelligence features). Categories also point customers to guidance on setting up self-service functionality, and to further instructions on how to extend the capabilities of their CSM environment.
This restructuring initiative arose from feedback from you, our customers, but it’s still a work in progress. If there's something we're missing— or something that you don’t like— we want to know about it. What works for you? What doesn’t? How can our categories change or improve? Are there categories that haven't been added but should be? Help drive the future of our content structure by making your voice heard.
We want to know what would make your job easier, and how to further simplify finding the information you need. Providing feedback can be as easy as using the thumbs-up/thumbs-down on the feedback modals, or you can reply directly with your comments via this forum. We're never done improving, and we always welcome specific feedback as to how our content can be more helpful.
