CSM application overview

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read
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    Summary of CSM Application Overview

    The Customer Service Management (CSM) mobile application allows customer service agents and managers to effectively manage customer service cases using applet launchers and applets. Upon logging in, users see configured applet launchers that serve as home pages for navigation.

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    Key Features

    • Applet Launchers: Serve as landing pages for accessing various functions within the application.
    • Navigation Bar: Located at the bottom of the screen, it provides tabs for accessing Cases, Notifications, and Settings.
    • Applets: Each applet displays records relevant to its function, such as Active Cases, which lists all active case records as cards showing case status.
    • Agent Applets: Agents can access specific applets like My Cases (needs attention, active, new, and critical cases) that help prioritize their workload.
    • Case Form Related Lists: Includes SLAs, Tasks, and Child Cases, allowing agents to view pertinent details for each case.
    • Notifications: Agents receive real-time notifications regarding case assignments, comments, needs attention flags, escalations, and change requests.

    Key Outcomes

    By leveraging the CSM mobile application, customer service agents can effectively manage cases, receive timely notifications, and streamline their workflow. This enhances case management efficiency and improves overall customer service delivery. Customers can expect a user-friendly interface that allows for quick access to case details and actions, ultimately leading to better service outcomes.

    Customer service agents and managers can use the applet launcher and applets in the Customer Service mobile application to view notifications and manage customer service cases.

    Applet launchers

    Applet launchers serve as landing pages or home pages. When you log in to your instance, you see an applet launcher and the applets configured to display on that launcher. The system administrator configures the applet launcher and applets for the Customer Service Management mobile application.

    Navigation bar

    The navigation bar appears at the bottom of the mobile application screen. This bar includes the following tabs that you can use to access different applets and application launch pages:
    • Cases: displays the main case page. Use this applet launcher to access case management functionality.
    • Notifications: view a list of the notifications that have been pushed to the agent. Tap a notification in the list to see the details, then tap the details open the case.
    • Settings: manage settings for the mobile application.

    Applets and cards

    Select an applet from the applet launcher screen. Each applet contains one or more screens used to display records that correspond to the applet function. The Active Cases applet, for example, displays a list of all active case records.

    The cases in the list are displayed as cards, with the case status displayed at the top of the card. To use the cards:
    • Swipe a card left or right to see the available actions, then tap the desired action.
    • Tap a card to see the record details such as activity, related list, and escalations if any.
    • In the detail view:
      • Tap the top menu to see additional actions, then tap the desired action.
      • Select the back button to return to the list.

    Applets provide a filter option if there is more than one case in the list. When you tap the applet, you see a list of filters that you can use to narrow down the list of cases.

    Agent applets

    Customer service agents have access to the following set of applets.

    Table 1. Agent applets for My Cases
    Applet Description
    My Cases
    Needs Attention Cases Cases that are waiting for the agent to take action. Includes cases in the Open, Awaiting Info, and Resolved states.
    Active Cases Cases that are assigned to the agent. Includes cases Open, Awaiting Info, and Resolved states.
    New Cases Cases in the New state.
    Active Critical Cases Priority 1 cases in the Open, Awaiting Info, and Resolved states.
    Note:
    Cases in these lists are sorted by the last updated date in descending order, with the most recent updated case displayed first.

    Customer service card layout

    In a list view, case cards display the following information:
    • Case state
    • Case number
    • Short description
    • Contact
    • Account
    In the major case list view, case cards display the following information:
    • Major case state
    • Case number
    • Short description
    • Account

    Case form related lists

    Customer service agents can access the following Case form related lists.

    Table 2. Related lists and their descriptions for Case form
    Related list Description
    SLAs Displays a list of SLAs for a case. View the following information for SLAs included in this list:
    • Task
    • SLA Stage
    • SLA Definition
    • Actual Elapsed Percentage
    • Actual Elapsed Time
    Note:
    Detail view is not available from the SLA related list.
    Tasks Displays a list of case tasks. View the following information for case tasks included in this list:
    • State
    • Number
    • Subject
    • Assigned to
    • Priority
    Note:
    Detail view is not available from the Tasks related list.
    Child Cases Displays a list of child cases for a case. View the following information for child cases included in this list:
    • Case number
    • State
    • Short description
    • Account
    • Contact
    Click a child case to view additional details on the Case form.

    Notifications

    Agents can receive notifications in the Customer Service mobile application when cases are assigned, are commented, or need attention. The following table lists the available notifications:
    Table 3. Notifications in the Customer Service mobile application
    Notification Description
    Case assignment When a case is assigned to an agent by someone else, a notification is sent to the agent selected in the Assigned to field. The notification includes the case number, state, priority, and short description.
    Case comments When information is added to a case in the Additional comments or Work notes fields by someone other than the assigned agent, a notification is sent to the user selected in the Assigned to field. The notification includes the case number, priority, and short description.
    Needs attention flag is checked When the Needs attention flag is checked on the Case form, a notification is sent to the agent in the Assigned to field. The notification includes the case number, state, priority, and short description.
    Case escalation When an escalation is raised, users who are part of the group that has permissions to approve are notified. The approvers review and approve them.
    Change requests When a change request is raised, users who are part of the group that has permissions to approve are notified. The approvers review and approve them.