Is Customer Service workspace rename to IT-service Desk workspace?

[gazalagrawa]

We have installed CSM Configurable workspace plugin but could not find the Customer Service Workspace. I tried to directly navigate to the link which is now/cwf/agent/home but in this new instance it is opening IT Service Desk Workspace. Not sure what is the issue here.

[Ankur Bawiskar]

@gazalagrawa 

some screenshots will help

[gazalagrawa]

[Dr Atul G- LNG]

Hi @gazalagrawa 

You should be able to see what I added in the screenshot. Also, try opening this work from the top and observe how it is behaving.

[gazalagrawa]

I think I understood now, it looks someone has made a lot of changes to CSM/FSM configurable. How can we revert it to OOB version? From where?

[Dr Atul G- LNG]

Hi @gazalagrawa 

Good, we got one small win. Now it’s a revert, which is not an easy case—always being a process person, I would suggest the following approach:

1. First discussion with the business: Confirm if they want to go OOTB or if they are okay with a customer-specific solution.

2. Impact analysis: If they agree to proceed, perform an impact analysis. Identify what is included in OOTB and what is not, and discuss the gaps with the business.

3. Considerations for users: Going OOTB will be a significant change for users and agents, so proper training will be needed.

4. Implementation steps:

   • First, make the changes in the DEV environment.

   • Then test thoroughly before moving forward.

5. Plugin verification: When you install the plugin, check if you can see what I showed you. If yes, then everything is set. The only thing remaining is to hide the customer workspace and bring in the OOTB workspace for that. We need to take care of this step carefully.