CSM Configurable Workspace features

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of CSM Configurable Workspace features

    CSM Configurable Workspace provides customer service agents with a comprehensive interface designed to assist in managing and resolving customer cases efficiently. It includes various landing pages, form headers, and form features that present critical case information and agent tools in an accessible format.

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    CSM Configurable Workspace Interface Features

    • Workspace Landing Pages: Offer agents an overview of new, assigned, high priority cases, and cases assigned to their groups for efficient case management.
    • Form Headers: Display primary and secondary configurable values to provide context and important case details at a glance.
    • Form Features: Include agent actions, account hierarchy views, special handling notes, related lists, and Agent Assist to support resolution activities.
    • Form Ribbon and Components: Present quick access to case details such as contact summaries, timelines, and SLA information to keep agents informed.

    Additional Features

    Several advanced capabilities enhance the CSM Configurable Workspace, enabling more efficient work distribution, case handling, and customer engagement:

    • Advanced Work Assignment (AWA): Automatically assigns work items to agents based on availability, capacity, and skills, optimizing workload distribution.
    • Chat Summarization: Generates automatic summaries of chat conversations to streamline case documentation.
    • Workforce Optimization: Helps manage team productivity, skillsets, schedules, and performance monitoring.
    • Customer Central: Consolidates all customer information in one place for quick access and efficient issue resolution.
    • Customer Service Case Types: Allows handling of diverse issue types by defining specific processes and data requirements for each case type.
    • Proactive Customer Service Operations: Monitors digital services used by customers and creates cases proactively for service disruptions.
    • Playbooks: Provides structured, step-by-step guidance to resolve specific types of customer service cases.
    • Guided Decisions: Supports agents in troubleshooting complex cases through a structured decision-making process.
    • Lookup and Verify: Enables quick searching of contacts or consumers by various identifiers like name or phone number.
    • Case Action Status: Helps agents identify cases requiring immediate attention.
    • Estimated Time to Resolve (ETTR): Uses machine learning to predict case resolution time based on case attributes, improving planning and customer communication.

    Practical Benefits for ServiceNow Customers

    By leveraging CSM Configurable Workspace and its features, ServiceNow customers can expect improved agent productivity, faster case resolution, and enhanced customer service experience. The workspace centralizes case information and tools, supports intelligent work assignment, and provides proactive and guided approaches to case handling, enabling agents to deliver efficient and informed support.

    Agents can use several different features available in CSM Configurable Workspace to assist customers and resolve cases.

    CSM Configurable Workspace interface features

    Use these topics to get an overview of the CSM Configurable Workspace interface, landing pages, and forms.
    Table 1. Overview of CSM Configurable Workspace features
    Feature overview Description
    CSM workspace landing pages Provides customer service agents with an overview of their new, assigned, and high priority cases, plus the cases assigned to their groups.
    CSM workspace form headers Provides an overview of configurable form headers, the primary and secondary values included in the headers, and where this information appears.
    CSM workspace form features Provides an overview of agent actions, account hierarchy, special handling notes, related lists, and Agent Assist.
    CSM workspace form ribbon and components Provides agents with a quick overview of the case details. Components in the form ribbon display relevant information about the case, including a contact or consumer summary, a timeline, and SLA details.

    Additional features

    A number of additional features are available for use with CSM Configurable Workspace.
    Table 2. Additional features for CSM Configurable Workspace
    Feature Description
    AWA for CSM Use Advanced Work Assignment (AWA) to automatically assign work items to agents based on their availability, capacity, and skills.
    Chat summarization Use chat summarization to automatically create summaries of chat conversations.
    Workforce Optimization for Customer Service Use Workforce Optimization to manage and maintain the productivity of your workforce. Efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.
    Customer Central Use Customer Central to provide agents with all of the information about a customer in one central location. This feature enables agents to quickly zoom in on the customer issue and provide efficient and supportive service.
    Customer Service Case Types Use case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue, such as a lost or missing credit card.
    Proactive Customer Service Operations Use this feature to track the digital services used by your customers and to proactively create cases for service disruptions.
    Playbooks for Customer Service Management Use playbooks to provide step-by-step guidance for completing the tasks needed to resolve specific types of customer service cases.
    Guided Decisions for Customer Service Management Use guided decisions to resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process.
    Lookup and verify Use this feature to enable agents to quickly look up contacts or consumers using information such as the name, phone number, or record number.
    Case action status Use the case action status feature so that agents can easily identify cases that need attention.
    Estimated time to resolve a case Use machine learning to predict the estimated time to resolve a case (ETTR) based on case attributes such as the short description, category, priority, and assignment group.