Exploring CSM Workspaces

  • Release version: Washingtondc
  • Updated February 6, 2024
  • 2 minutes to read
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    Summary of Exploring CSM Workspaces

    The CSM Workspaces provide a streamlined user interface designed for tier 1 customer service agents to efficiently manage various customer interactions. With this setup, agents can view comprehensive case details, communicate effectively, and receive intelligent recommendations to aid in issue resolution.

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    Key Features

    • Single-pane view: Access all case-related information in one place, including case details, notes, comments, and activity logs.
    • Multi-tab view: Open and manage multiple cases and records simultaneously, allowing for quick switching between tasks.
    • Integrated communication channels: Engage with customers via chat, phone, SMS, or in-person interactions directly within the workspace.
    • Integrated email client: Compose and manage emails while viewing activity streams for better context.
    • Agent assistance: Utilize AI-driven recommendations to expedite case resolution.
    • Playbook: Follow a simplified, task-oriented approach to complete business workflows.

    Key Outcomes

    By leveraging CSM Workspaces, customer service agents can enhance their efficiency, improve customer satisfaction, and resolve issues more effectively through a unified platform that supports diverse communication modalities and provides valuable insights. This ultimately leads to better management of customer inquiries and cases, fostering a more responsive service experience.

    Get an overview of CSM workspaces so you can understand how to set up a workspace and use it for your organization.

    Support for different types of agents

    A workspace is a user interface with a single-pane view that tier 1 agents can use to respond to all task types, view the full context of an issue, and get relevant recommendations to resolve issues.

    Customer service agents can use the CSM Configurable Workspace and the CSM Agent Workspace to interact with customers, respond to inquiries, work on cases, and resolve issues. The intuitive interface supports customer service agents that work in different types of environments including:

    Table 1. Service agents supported in CSM workspaces
    Agent type Agent tasks
    Chat or SMS agent icon

    Chat/SMS agents

    		 Handle customer chat and SMS requests.
    Phone agent icon

    Phone agents

    		 Handle customer phone inquiries.
    Case agent icon

    Case agents

    		 Handle cases that are created from the Customer or Consumer Portals or from inbound emails.
    Location agent icon

    Location agents

    		 Handle cases that are created from walk-up interactions.

    Key features

    Single-pane view

    See all of the details related to a case in one place.

    CSM case record view in CSM Configurable Workspace, displayed in the case Details tab. For the text description, refer to the text that follows.
    The Details tab has these main sections, which provide comprehensive information on a selected case:
    • Case: Displays details about the case, such as account, contact, product, short description, and assigned agent.
    • Notes: Shows notes and comments added by agents working on the case. Notes are private and visible only to internal users, while comments are visible to customers.
    • Compose: Contains the Comments and Work notes widgets used by agents to enter notes about the case. The text that agents enter in the Comments section are visible to everyone. However, the text that agents enter in the Work notes are private and visible only to internal users. Customers cannot view Work notes.
    • Activity: Displays all the processing activities, conversations, and changes that have happened since the case was opened.
    • Record: Displays cards providing brief details from case records that agents can scan quickly to get key information about the case, such as a case overview, contacts, case timeline, and remaining resolution time.
    Multi-tab view

    Open multiple cases and related records in multiple tabs and sub-tabs. Switch easily between these tabs to handle multiple chats, calls, or inquiries from customers.

    Cases opened in multiple workspace tabs. Focus is on a case tab that has multiple sub-tabs with related case information.
    Integrated communication channels

    Communicate in real time with customers by chat, phone, SMS, or walk-up in the same interface.

    Chat window in CSM Configurable Workspace that shows the conversation between a live agent and customer.
    Integrated email client

    Agents can compose emails while also having access to the activity stream.

    Email composed by an agent, which is listed as an activity in the Workspace Activity Stream.

    Agent assistance

    Resolve cases faster with AI-assisted recommendations.

    Agent Assist window that lists search results for recommended knowledge articles related to the issue or case.
    Playbook

    Accomplish business process workflows in a simple, task-oriented view.

    Workflow options that an agent can select during the playbook process, such as Assign, Create, or Review and Update.