CSM Configurable Workspace page templates
A page template is a blueprint of a record page that you can use to create a new page or page variant in UI Builder.
A page template can include components, data resources, extension points, and a layout. When you create a page or a page variant from a page template, you start from a base structure that you can customize to meet your needs.
You can select one of the CSM Configurable Workspace templates when creating a new page or a new page variant in UI Builder.
| Template | Description |
|---|---|
| CSM default record | The CSM default record template includes CSM case management features and functionality and enables agents to create, monitor, and resolve cases. Use this template if you want to customize and extend CSM functionality around case management. |
| CSM Interaction record | The CSM Interaction record template includes the CSM interaction management features and functionality. This view enables agents to accept and respond to live chats, calls, and SMS messages. Use this template if you want to customize and extend CSM functionality around interaction management. |
| Front-line case page | The Front-line case page template gives front-line agents a dramatically simplified case view that uses less navigation and is designed for speed. In one page view, they can look up and verify customers, scan a streamlined activity feed, and view related information. Faster context gathering can help them close cases that require simple solutions efficiently. |
| CSM voice interaction record | The CSM voice interaction record template enables customers to create voice interaction record page variants and customize them as needed. This template includes customizable views for different CCaaS
providers as well as real-time updates and notifications. Record pages and page variants created with this template enable agents to manage phone calls with customers and external users and to display information that helps agents to resolve issues. Use this template to customize and extend CSM functionality around phone interaction management. Additionally, you can configure a CCaaS provider to integrate features such as call transcript. |
| CSM centered chat interaction record page | The CSM centered chat interaction record template brings the chat component to the center of the workspace and give agents greater visibility and access to customer chat conversations. This page view enables agents to manage chats and displays information, such as customer history and interaction details, that help agents to resolve issues. |
For more information, see Create a page from a template in the UI Builder documentation.
Record presence feature
Pages that you create from the CSM record page template and the CSM Interaction record page templates have the record presence feature available. This feature lets you see the users who are currently viewing a record. For more information, see User presence component.