CSM Configurable Workspace features

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.