Add a 'User Details' Ribbon to the Agent Workspace

[Dan Brown2]

Hi,

I was just looking at the Agent Workspace training and it mentions that you can add details about the user as a Form Ribbon - I can't find any guides/advice on how to achieve this.  Can someone help please?

[Community Alums · Accepted solution]

Hi @Dan Brown ,

This should be pretty straight forward !!

Its the Ribbon component  which is Customer360 gives you the user details.

While creating a new record mentioned below, make sure you select the the right option for customer 360.

1. Navigate to Workspace Experience > Forms > Ribbon Settings.
2. Click New.
3. On the New record form, fill in the fields.

   Field	Description
   Name	Label that describes this ribbon setting. It often includes the table associated with this ribbon.
   Ribbon component	Component to add to the ribbon, including Customer360, Timeline, Active SLA or a custom ribbon component. You can only add one component at a time. To make a second component appear in the ribbon, repeat this procedure and add a different component.
   Table	Table associated with this ribbon. Any time an agent selects a record from this table, the ribbon appears with this component.
   Width	Number of columns the component occupies in the ribbon. The width of the page is 12 columns. When using multiple components, the total combined width of all the components must equal 12 or less.
   Application	Scope of this ribbon. Global means the ribbon works with all applications.
   Workspace	The workspace that uses this ribbon configuration. If this field is empty, the ribbon configuration applies to all workspaces. The Workspace field is empty by default.
   Order	Location of this component in the ribbon. Ordering the components goes from left to right. For example, if you associated three components with a table, the component with the lowest order would be on the left and the component with the highest order would be on the right.
   Active	Toggle to turn this component on/off in the ribbon for this table.
   Inherit	If set to true, the ribbon configuration can be inherited by child tables. For this to be effective, a child table should not have any configured ribbon settings. The Inherit field is false by default.

4. Right-click the header and select Save.

   If the Ribbon component is either Customer360 or Timeline, the Ribbon Component Attributes form appears so you can specify the values that go into the component. Other ribbon component type attributes are not configurable.

5. (Optional) Add a custom component to the ribbon.
   1. Click the magnifying glass icon () next to Ribbon component.
   2. In the Ribbon Components form, click New.
   3. In the form, fill in the fields.

      Ribbon Component

      Field	Description
      Name	Name of the Now component.
      UX Component	Click the magnifying glass icon (), in the Application column, find components associated with Agent Workspace and select one. Alternative, click New to associate a script with a new component you've written and then add that in the UX Component field.
      Description	Short description of the Now component.
      Application	Application that this component applies to. Global means that the component applies to all applications.

   4. Click Submit on the Ribbon Components form.
   5. Click Submit on the New record form to add the Now component to the ribbon.
6. In the Ribbon Component Attributes form, fill in the values. The form depends on the Ribbon component.
   1. If your Ribbon component is Customer360, fill in the form.

      The values specify the source and the kind of the information displayed in this component.

      Field	Description
      Primary user	Table column in the Primary reference table to use when retrieving name and contact information for this component, for example, Assigned to or Caller. If this value is missing in the table, Workspace inserts the values specified in Secondary user.
      Primary reference table	The table that stores information for the Primary user field.
      Primary fields	Table column values in the Primary reference table displayed in this component, for example, name, email, phone number, etc.
      Secondary user	Table column in the Secondary reference table to use when retrieving name and contact information for this component if the value is missing for the Primary user. For example, Assigned to. If this value is missing in the table, Workspace inserts the values specified in Tertiary user.
      Secondary reference table	The table that stores information for the Secondary user field.
      Secondary fields	Table column values in the Secondary reference table displayed in this component, for example, name, email, phone number, etc. when Workspace uses the Secondary user.
      Tertiary user	Table column in the Tertiary reference table to use when retrieving name and contact information for this component if the value is missing for the Secondary user. For example, Assigned to. If this value is missing, no information displays in this component.
      Tertiary reference table	The table that stores information for the Tertiary user field.
      Tertiary fields	Table column values in the Secondary reference table displayed in this component, for example, name, email, phone number, etc. when Workspace uses the Tertiary user.

   2. If your Ribbon component is Timeline, specify the role of the person who works on the task summarized in the record.

      Generally, the fulfiller is the agent, for example, sn_esm_agent. The fulfiller role is different for different versions of Workspace, for example, ITSM and CSM. The timeline shows activities performed by the fulfiller and requester. You can configure the fulfiller and requester labels in the time line using the Resolution Shaper. The Fulfiller Label in the Resolution Shaper Config form should match the Fulfiller role attribute. For example, if the Fulfiller role is set to sn_esm_agent, which is an agent role, the Fulfiller Label should refer to an agent. For more information about the resolution shaper configuration, see Customer service case timeline.

7. Click Submit.
   The ribbon appears when an agent selects a record from the specified table. Each component is filled with the information specified in the ribbon component attributes.

   Form ribbon

   

   Mark my answer correct & Helpful, if Applicable.

   Thanks,

   Sandeep

[Dan Brown2]

Thank you - that is exactly what I need.

Do you know if there is a setting that can set if the Ribbon area is Expanded or Collapsed by default?

Dan

[Community Alums]

There is no OOB way to do.

Kindly mark the answer as Correct & Helpful both such that others can get help.

Thanks,
Sandeep

[Community Alums]

Thanks Dan 🙂

Much appreciated !!