CSM Interaction record page

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of CSM Interaction Record Page

    The CSM Interaction record page is integral for managing customer service interactions via live chats, calls, emails, and SMS messages. It offers a structured layout that includes interaction details and related search results, enhancing agent efficiency in handling customer queries. This functionality is part of the CSM/FSM Configurable Workspace experience.

    Show full answer Show less

    Key Features

    • Record Presence Feature: This allows agents to see other users viewing the same record, fostering collaboration. An icon in the form header indicates user presence, with additional icons displaying when three or more users are present.
    • Recommended Actions Feature:
      • AI Search Tab: Agents can utilize AI search to find pertinent resources for customer issues based on interaction short descriptions. Agents can view, share, and flag relevant knowledge articles.
      • Suggested Actions Tab: Displays relevant actions based on the record context, helping agents take appropriate steps quickly.

    Key Outcomes

    By using the CSM Interaction record page, agents can efficiently manage customer interactions, collaborate effectively with colleagues, and access contextual resources and actions, thereby improving overall service delivery. The integration of AI search enhances the ability to resolve customer issues promptly by providing access to relevant knowledge and guidance.

    The CSM Interaction record page provides CSM interaction management features and functionality and enables agents to accept and respond to live chats, calls, email and SMS messages.

    The CSM Interaction record page provides the basic structure for an interaction record, including interaction information and related search results.

    Figure 1. CSM Interaction record page
    The CSM Interaction record page provides agents with the active chat panel, interaction details, and the ability to look up and verify a contact or consumer.

    The CSM Interaction record page is included with the CSM/FSM Configurable Workspace experience.

    Record presence feature

    The CSM default record page and the CSM Interaction record page include the record presence feature. This feature allows agents to see other users who are viewing the same record and enables easy collaboration.

    The user presence component displays an icon in the form header that shows the user who is currently viewing the record. For three or more users, the component displays two icons plus a number that represents additional users.
    • Hover over an icon to see more information about a user.
    • Click the number icon to see more information about the additional users.
    For more information about this feature, see User presence.

    Recommended Actions feature

    The Recommended Actions tab includes AI search functionality and Suggested Actions for the chat, video, email, and walk-up channels on the CSM Interaction record page.
    • AI search tab: Agents can use AI search to find relevant resources or resolutions for customer issues. The search feature displays an initial set of search results based on the text in the interaction short description. This initial set of results includes knowledge articles. Agents can also enter different search keywords and repeat the search. From the list of search results, agents can select a source to see search results of that type.
      For the Knowledge source type, agents can do the following:
      • Share an article link in chat, and email.
      • Copy link to an article.
      • Read an article.
      • Flag an article.
      • Mark an article as helpful.

      For all the other source types, default guidance is supported. The default guidance for search results is a guidance that can be used for any search sources that don't have mapped guidances. For more information on default guidance, see .

      For more information on how to avail the AI search feature in Recommended Actions, see Enable AI search in Recommended Actions.

      For more information, see Use AI search in Recommended Actions to resolve cases.
      Note:
      Using Recommended Actions in the contextual side panel requires the Recommended Actions application (sn_cs_nb_action) which is included with the CSM Configurable Workspace application.
    • Suggested Actions tab: This tab displays relevant actions to agents based on a context of a record or recommend a value for a field. For more information on how to configure contexts so that relevant actions are displayed for the agents, see Recommended Actions.