Organize agent workspaces

Configure agent workspaces and boost efficiency by optimizing interfaces, setting up case management and routing, and integrating tools for smooth case handling.

Case managementConfigure your case management tools to optimize case handling.	Case routing and assignmentUse Advanced Work Assignment (AWA) to automatically route cases to the appropriate customer service agents in CSM Configurable Workspace.
CSM Configurable WorkspaceSet up the CSM Configurable Workspace to provide agents with the tools they need to answer customer questions and resolve issues efficiently.	Agent toolsConfigure organizational tools for agents, including Customer Central, dynamic related records, mobile application, guided decisions, and playbooks.

Figure 1. Agent workspaces overview

Case management

Configure your case management tools to manage cases efficiently by setting up features that permit you and your customers to create, resolve, and categorize cases. Define case types for different customer issues and configure service definitions to link products, services, and case types. This setup enhances case handling efficiency, improves customer satisfaction, and ensures accurate tracking and resolution.

CSM Configurable Workspace

Set up the CSM Configurable Workspace and expand the Workspace UI to optimize agent customer service processes. This user interface provides agents with the tools they need to answer customer questions and resolve issues efficiently.

Case routing and assignment

Set up Advanced Work Assignment in the CSM Configurable Workspace to route and assign cases automatically to the appropriate agents based on their availability, capacity, and skills. This setup helps to improve efficiency and response times.

Agent tools

Configure organizational tools for agents such as Customer Central, dynamic related records, mobile application, Guided Decisions, and playbooks. These tools enable agents to resolve cases quickly and efficiently.