Get an overview of the CSM workspace and how it works.

Features

Manage multiple cases, accounts, and customers using these features available in both CSM Configurable Workspace and CSM Agent Workspace.

CSM Agent Workspace interface with Case form displayed and organized by numbered sections in color. For the text description, refer to the Workspace features table.

Table 1. Workspace features
Number Feature Description
1 Multi-tab interface Use tabs to easily navigate between multiple open records.
  • Case records open in top-level tabs.
  • Associated records, such as accounts and contacts, open in sub-tabs below the top-level tab.
2 Form header Configurable fields in the form header give you a quick summary of case, account, and contact information.
  • CSM Agent Workspace, the form header appears at the top of the record.
  • In CSM Configurable Workspace, the secondary values in the form header can appear below the primary value at the top of the record or in the Contextual side panel.
3 UI actions Use these buttons to perform actions such as creating a case or requesting information.
4 Ribbon Configurable ribbon components display a contact or consumer summary, a timeline, active SLAs, and estimated time to resolution.
  • CSM Agent Workspace, the ribbon appears at the top of the record below the form header.
  • In CSM Configurable Workspace, the ribbon can appear below the form header or in the Contextual side panel.
5 Custom ribbon components Create your own ribbon components and add them to the workspace. This example includes a custom component called Customer Insights.
6 Related lists Click a tab to see the related information. Click More to see additional tabs.
7 Form fields The Details tab displays the form fields. For the Case form, the default layout displays case details side-by-side with the activity stream.
8 Activity stream The activity stream displays a chronological record of case activities. For the Case form, the activity stream occupies a central location in the default layout, making it easy for agents to scroll through the case history.
9 Contextual side panel Use Agent assist to search for information across multiple sources such as resolved cases, knowledge bases, and community sites. You can also view record information, attach files, and select templates in the Contextual side panel.

With Predictive Intelligence, you can also view similar cases and recommendations about major issues and major cases. For more information, see Similar case recommendation.