Using CSM Configurable Workspace in Customer Service Management
Summarize
Summary of Using CSM Configurable Workspace in Customer Service Management
The CSM Configurable Workspace enables customer service agents to effectively interact with customers, manage cases, and resolve issues. This workspace facilitates a range of tasks that enhance the efficiency of customer service operations, allowing agents to complete most activities directly within the interface while noting specific tasks that may require the platform interface.
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Key Features
- Knowledge Management: Agents can search for and attach knowledge articles to cases, report knowledge gaps, and create new articles when necessary.
- Community Engagement: Respond to community discussions directly from related cases, fostering interactive support.
- Response Templates: Utilize predefined templates for quick responses to customer inquiries, streamlining communication.
- Email Management: Preview, compose, and send emails from within cases, improving response times.
- Case Creation: Create specific types of cases tailored to customer issues for better tracking and resolution.
- Customer Lookup: Efficiently find customer information using various identifiers such as name or phone number.
- Customer Central: Access comprehensive customer information and activity history to enhance service delivery.
- Playbooks and Guided Decisions: Leverage playbooks for step-by-step task guidance and use guided decision prompts for case resolution recommendations.
- Trending Topics and ETTR: Identify trending case topics to address common issues and utilize machine learning to estimate resolution times based on case attributes.
- Callback Management: Schedule immediate or future callbacks to customers based on their requests.
Key Outcomes
By utilizing the CSM Configurable Workspace, customer service agents can expect improved efficiency in case management, enhanced communication with customers, and better access to information, ultimately leading to faster and more effective problem resolution. The integration of features such as knowledge management, guided decisions, and trending topics allows for a more informed and proactive approach to customer service.
Use CSM Configurable Workspace to interact with customers, create and work on cases, and resolve questions and issues.
Customer service agents can complete most tasks in CSM Configurable Workspace, while other tasks only apply to the platform interface. This information is noted at the top of each task.
The tables below describe some of the basic tasks that agents can perform in CSM Configurable Workspace as well as additional features that are available for use.
For additional task information, see Manage cases.
| Task | Description | Details |
|---|---|---|
| Use Knowledge to assist with cases | Search for knowledge articles and attach them to cases or open articles in sub-tabs for easier reading. Report a knowledge gap if you can't find relevant articles and, if permission is enabled, create articles directly from cases. | |
| Respond to community discussions | If a case is created from a community discussion, you can respond to the discussion from the case. | |
| Use response templates | Quickly respond to customers using different types of predefined information. | Use response templates to add information to cases and case tasks |
| Manage email tasks | Preview emails and compose and send responses from cases. |
Compose an email from the ribbon component |
| Feature | Description | Details |
|---|---|---|
| Create a specific type of case | Create a case for a specific type of customer issue. | |
| Look up a customer | Quickly look up contacts or consumers using information such as the name, phone number, or record number. | |
| Use Customer Central | Look up customer information and recent activity to find out more about the customer you are assisting. | |
| View product data | View details about customer instances, products, and components. | |
| Use playbooks | Use the step-by-step guidance provided by playbooks to complete tasks and resolve cases. | |
| Use guided decisions | A guided decision prompts you to answer questions and provide inputs and then offers recommendations on the steps needed to resolve a case. | Use Guided Decisions in playbooks to resolve cases Use Guided Decisions in recommended actions to resolve cases |
| Use recommended actions | A recommended action is a suggested helpful action for resolving a case. A recommendation can be a guidance, guided decision, or a suggested value for a case field. | Use Recommended Actions to resolve cases |
| Use trending case topics | Use trending case topics to identify cases with similar issues. | |
| Use estimated time to resolve a case (ETTR) | Use machine learning to predict the estimated time to resolve a case based on case attributes such as the short description, category, priority, and assignment group. | |
| Call back a customer | Call a customer back either immediately or at the date and time requested by the customer. | Address a callback request from a customer |