Email Interaction record page
Summarize
Summary of Email Interaction record page
The Email Interaction record page is designed for customer service agents to manage incoming emails as interactions, similar to how chat and voice interactions are handled. This functionality helps support teams efficiently triage email communications and secure necessary approvals before proceeding with further account-related work. Email interactions serve as a preparatory step before agents create formal cases for additional follow-up or resolution.
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Key Features
- Page Variant Settings: The Email Interaction record page variant is part of the CSM Configurable Workspace application and is inactive by default. It becomes available to users by activating it and setting its priority order. The page variant is specifically designed for records from the Interaction table and is displayed only when a specific UX screen condition (csm.isEmailInteractionVisible) is true.
- Configurable Access: Although the page variant does not have a predefined audience, administrators can control visibility and order through the Now Experience Framework UI Builder.
- Page Components: The page includes several components that enable agents to work effectively:
- Form Heading: Displays the short description, action bar, and tags related to the interaction.
- Record Tags: Allows agents to create and organize tags to group records for easier management.
- Action Bar: Provides actions such as creating related records (cases, incidents, requests, consumers), saving changes, closing records, and accessing additional actions tailored to user roles.
- Interaction Details: Shows essential information like account, contact, short description, and record state.
- Activity Stream: Displays a timeline of activities on the interaction record, with the ability to compose work notes or emails.
- Contextual Side Panel: Offers tools for researching and resolving customer issues, including tabs for Record Information, Recommendations, Agent Assist, Collaborate, Attachments, Response Templates, and Templates.
Practical Use for ServiceNow Customers
By utilizing the Email Interaction record page, ServiceNow customers can streamline their customer service email workflows, ensuring that agents have a structured interface to manage email inquiries efficiently. The staging nature of email interactions allows organizations to triage and approve work before escalating to cases, improving control and traceability. The configurable workspace and component-based design empower administrators to tailor the page experience to their organizational needs and agent roles, enhancing productivity and ensuring consistent handling of email communications.
The Email interaction record page enables customer service agents to work on incoming emails as interactions, similar to the chat and voice interaction record pages.
Email Interaction record page variant
The Email Interaction record page variant is included with the CSM Configurable Workspace application (com.snc.uib.csm_agent_workspace). This page variant includes the following settings.
| Setting | Description |
|---|---|
| Active | Enabling the Active check box makes the page variant available to the selected audience. The Email Interaction record page variant is inactive by default. The active setting combined with the page order determines the page that CSM Configurable Workspace uses to display record information. For more information, see Set record page order. |
| Order | Each record page has an order which indicates the page priority. The lower the number, the higher the priority. The default order for the Email interaction record page variant is -1001. |
| Conditions | Conditions determine when a page variant is displayed. The Email interaction record page variant has the following conditions:
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| Audience | The audience determines who can see the page variant. The Email Interaction record page does not have a defined audience. For more information, see Learn about audiences. |
- Navigate to .
- Select the CSM/FSM Configurable Workspace experience.
- In the Record section of the Pages and variants list, select Email Interaction page.
- Select Settings at the top of the page.
Email Interaction record page components
| Component | Description |
|---|---|
| Form heading | The form heading displays the interaction short description and also includes the action bar and record tags. |
| Record tags | Agents can create multiple tags for a record and then use the tags to group and organize records. For more information, see Group and find records using tags in workspace. |
| Action bar | The action bar contains the actions available to users while working on phone interaction records.
Note: The specific actions available are determined by factors such as the user role and other attributes. |
| Interaction details | The interaction details include information about the interaction including the account and contact, short description, and record state. |
| Activity stream | The activity stream component displays a list of activities occurring on a case record. This list can be collapsed to provide a quick view of case activities or expanded to provide more detail about individual
activities. Agents can use the activity stream to compose work notes or emails. For more information, see Activity stream component. |
| Contextual side panel component | The contextual side panel component includes different tools that agents can use to research and resolve customer issues. The contextual side panel in the Email Interaction record page includes the following tabs.
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