Organize agent workspaces

Configure your workspaces, including landing pages and record pages, agent tools, and case routing and assignment.

CSM Configurable WorkspaceSet up CSM Configurable Workspace and expand the Workspace UI to optimize agent customer service processes.

Case routing and assignmentUse Advanced Work Assignment (AWA) to automatically route cases to the appropriate customer service agents in CSM Configurable Workspace.

Agent toolsConfigure organizational tools for agents, including Customer Central, dynamic related records, mobile application, guided decisions, and playbooks.