CSM Landing Page

  • Release version: Australia
  • Updated March 24, 2026
  • 2 minutes to read
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    Summary of CSM Landing Page

    The CSM Landing Page is designed to help customer service agents and managers efficiently manage their workload and monitor performance. It provides lists of assigned cases and case tasks, as well as metrics related to agents, groups, and organizations. Administrators can customize these landing pages using UI Builder to fit specific business requirements. The landing page is included with the CSM Configurable Workspace plugin and serves as its default landing page.

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    To ensure proper functionality of the High priority cases component, the Customer Service Case Action Status plugin must be installed, and the instance should be running on Xanadu Patch 7 or later.

    CSM Landing Page Sections and Components

    • Important Items: Displays score cards highlighting critical work such as high priority cases (P1, escalated, needing attention), SLA breaches, cases not updated for over three days, case tasks, and unassigned cases within the agent’s assignment groups. Clicking a score card shows a filtered list of relevant records.
    • Cases: Provides two record lists: “My active cases” and “My team's cases.” Selecting a case number opens the detailed case record in a new tab.
    • Performance: Shows performance indicators like SLA adherence (last 7 days) and reopened cases (last 30 days). Additional indicators such as customer satisfaction score (CSAT), response time, and resolution time are available with the activation of the Performance Analytics Advanced plugin. Selecting an indicator reveals filtered records or detailed KPI pages.

    Landing Page Management

    Administrators can create and customize multiple landing pages using UI Builder. However, users see only one landing page based on these criteria:

    • The landing page must be active (Active field set to true).
    • The landing page with the lowest order number takes precedence.
    • Permissions based on user roles or assignment groups determine page visibility, with multiple conditions evaluated as OR.

    For customers upgrading to the Australia release, the default landing page updates automatically unless the existing landing page has been customized, in which case manual acceptance is required.

    The CSM Landing Page provides users with lists of assigned cases and case tasks as well as agent, group, and organization metrics.

    Customer service agents and managers can use the CSM Landing Page to quickly scan and prioritize work, access records, and track performance. Administrators can customize landing pages in UI Builder to meet their unique business needs.

    The CSM Landing Page includes components that display case information, plus visualizations that further break down the component data. Each of the visualizations is connected to a data source. For example, the High priority cases component includes visualizations for P1 and escalated cases, plus cases that need attention.
    Note:
    To ensure the High priority cases component filters correctly, install the Customer Service Case Action Status (com.snc.csm_action_status) plugin. This plugin adds the missing action_status field, which isn't included with the CSM plugin by default. Also, ensure your instance is on Xanadu Patch 7 or later.

    The CSM Landing Page is available with the CSM Configurable Workspace (sn_csm_wrkspc) plugin. This landing page is the default landing page for CSM Configurable Workspace.

    Note:
    Upgrade customers who haven’t customized the existing CSM Configurable Workspace landing page are automatically upgraded to the landing page available with the Australia release. Upgrade customers who have customized the existing CSM Configurable Workspace landing page must manually accept the Australia landing page.
    Figure 1. CSM Landing Page
    Landing page to track your active cases and important items. For the text description, refer to the CSM Landing Page and CSM Landing Page - Premium sections and components table.

    CSM Landing Page sections and components

    The CSM Landing Page includes different sections and components that display important items, record lists, and performance data.
    Table 1. CSM Landing Page and CSM Landing Page - Premium sections and components
    Section Description
    Important Items This section includes single score cards that display an agent's most important items to work on.
    • High priority cases: Includes P1 cases, escalated cases, and cases that need attention.
    • SLA breached or due today
    • Cases not updated in >3d
    • Case tasks
    • Unassigned cases: Cases that are unassigned and belong to one of the agent's assignment groups.
    Selecting a score card displays a list of records with the appropriate filter conditions.
    Cases This section includes two lists of records:
    • My active cases
    • My team's cases
    Selecting a case number opens a new tab and displays the case record.
    Performance
    This section includes indicators that track the agent's performance.
    • Met SLA (last 7 days)
    • Reopened cases (last 30 days)

    The following indicators are available in the Performance section with activation of the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin:

    • CSAT: Customer satisfaction score based on cases assigned to the agent for the last 7 days.
    • Response time
    • Resolution time
    Select an indicator to display either a filtered list of records or a KPI details page.

    Create a landing page for CSM Configurable Workspace

    Use UI Builder to create landing pages for your agents. For more information, see Create a CSM Configurable Workspace landing page.

    Create multiple landing pages

    You can create multiple landing pages. However, only a single landing page is displayed for a user. The landing page that is displayed depends on the following settings:
    • The setting of the Active field. This field must be set to true for a landing page to be displayed.
    • The Order of the landing page. Pages with a lower-order value take precedence over pages with a higher-order value. The active page with the lowest order number is displayed.
    • If permissions are defined, users can see a landing page if they have the required role or are a member of the required assignment group. Multiple roles and assignment group conditions are treated as OR conditions.