Using CSM Configurable Workspace in Customer Service Management
Summarize
Summary of Using CSM Configurable Workspace in Customer Service Management
CSM Configurable Workspace in Customer Service Management (CSM) enables customer service agents to efficiently interact with customers, manage cases, and resolve issues within a unified interface. Most tasks that agents perform daily are supported directly in this workspace, enhancing productivity and streamlining case resolution. Some specialized tasks may still require the platform interface, which is indicated at the start of each task.
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Agent Tasks
- Knowledge Management: Agents can search for and open knowledge articles to assist with cases, attach relevant articles to cases, report knowledge gaps, and—if authorized—create new articles directly from cases.
- Community Interaction: When a case originates from a community discussion, agents can respond to the discussion thread directly from within the case.
- Response Templates: Predefined templates enable quick and consistent customer responses, which can be added to cases and case tasks.
- Email Handling: Agents can preview emails, compose and send email responses from cases or ribbon components, and manage email communications within the case activity stream.
Additional Features
- Case Creation: Agents can create cases tailored to specific customer issue types.
- Customer Lookup: Quickly find and verify contacts or consumers using identifiers such as name, phone number, or record number. Customer Central provides detailed customer information and recent activity to support agent interactions.
- Product Data Access: View detailed information about customer instances, products, components, and installed bases to better understand the customer's environment.
- Playbooks and Guided Decisions: Step-by-step playbooks guide agents through case resolution, including interactive guided decisions that recommend appropriate next steps based on customer inputs.
- Recommended Actions: Suggestions such as guidance, decisions, or field values help agents efficiently resolve cases.
- Trending Case Topics: Identify and group cases with similar issues to create major cases and improve case management strategies.
- Estimated Time to Resolve (ETTR): Machine learning predicts the expected resolution time for cases based on attributes like description, category, priority, and assignment group, aiding in workload planning.
- Callback Management: Agents can schedule callbacks immediately or at customer-requested times, ensuring timely follow-up and enhanced customer experience.
Key Outcomes
By leveraging CSM Configurable Workspace, ServiceNow customers can expect streamlined case management with integrated knowledge and communication tools, guided resolution processes, and data-driven insights such as ETTR and trending topics. This results in faster case resolution, improved customer satisfaction, and enhanced agent efficiency.
Use CSM Configurable Workspace to interact with customers, create and work on cases, and resolve questions and issues.
Customer service agents can complete most tasks in CSM Configurable Workspace, while other tasks only apply to the platform interface. This information is noted at the top of each task.
The tables below describe some of the basic tasks that agents can perform in CSM Configurable Workspace as well as additional features that are available for use.
For additional task information, see Manage cases.
| Task | Description | Details |
|---|---|---|
| Use Knowledge to assist with cases | Search for knowledge articles and attach them to cases or open articles in sub-tabs for easier reading. Report a knowledge gap if you can't find relevant articles and, if permission is enabled, create articles directly from cases. | |
| Respond to community discussions | If a case is created from a community discussion, you can respond to the discussion from the case. | |
| Use response templates | Quickly respond to customers using different types of predefined information. | Use response templates to add information to cases and case tasks |
| Manage email tasks | Preview emails and compose and send responses from cases. |
Compose an email from the ribbon component |
| Feature | Description | Details |
|---|---|---|
| Create a specific type of case | Create a case for a specific type of customer issue. | |
| Look up a customer | Quickly look up contacts or consumers using information such as the name, phone number, or record number. | |
| Use Customer Central | Look up customer information and recent activity to find out more about the customer you are assisting. | |
| View product data | View details about customer instances, products, and components. | |
| Use playbooks | Use the step-by-step guidance provided by playbooks to complete tasks and resolve cases. | |
| Use guided decisions | A guided decision prompts you to answer questions and provide inputs and then offers recommendations on the steps needed to resolve a case. | Use Guided Decisions in playbooks to resolve cases Use Guided Decisions in recommended actions to resolve cases |
| Use recommended actions | A recommended action is a suggested helpful action for resolving a case. A recommendation can be a guidance, guided decision, or a suggested value for a case field. | Use Recommended Actions to resolve cases |
| Use trending case topics | Use trending case topics to identify cases with similar issues. | |
| Use estimated time to resolve a case (ETTR) | Use machine learning to predict the estimated time to resolve a case based on case attributes such as the short description, category, priority, and assignment group. | |
| Call back a customer | Call a customer back either immediately or at the date and time requested by the customer. | Address a callback request from a customer |