Manage schedules and sites

Manage agent scheduling and availability, use the mobile app to perform common tasks on the go, and manage and support your customer base with install base plans and contracts.

Table 1. Manage schedules and sites

Topic	Description
Managing agent calendar	Customer service agents and field service technicians can use the agent calendar to see work schedules and assignments and also add personal events such as meetings or appointments.
Using Microsoft Outlook with CSM	Integrating Microsoft Outlook with CSM helps to improve collaboration among team members. Agents can share insights, discuss complex cases, and provide updates on customer issues effortlessly, fostering a more cohesive and responsive customer service environment.
Mobile experience for Customer Service Management	Manage customer service cases from a mobile device with the Customer Service Management mobile application. Stay connected and access information in real time to complete tasks quickly.
Install base work plans	You can create an install base work plan on the Customer Service Management application to get the details that are related to an install base item. Work plans help you to create, maintain, and view the basic details of an install base item. You can also plan for the regular and timely maintenance of the install base item.
Using Customer Contracts and Entitlements	Learn how consumers, managers, agents, and administrators use the Customer Contracts and Entitlements application to generate service contracts and contract lines to work on the services.