Agent tools

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Enable agents to resolve cases quickly and efficiently by providing them with tools, such as Guided Decisions, playbooks, dynamic related records, and Customer Central.

    Table 1. Setting up agent tools
    Tool Description
    Guided Decisions Set up structured troubleshooting processes to help agents resolve complex issues in a consistent way.
    Playbooks Set up playbooks to provide agents with step-by-step guidance for resolving specific types of customer service cases, including onboarding, complaint, and product support cases.
    Dynamic related records Configure the dynamic related records feature to display related records in the contextual side panel in CSM Configurable Workspace. These records dynamically change based on the context of the current record or playbook activity.
    Customer Central Configure the Customer Information and Customer History views in Customer Central to provide agents with all the information about a customer in one central place.
    Customer Service mobile application Configure and customize the Customer Service mobile application for agents who use the application instance on their mobile devices.