CSM Landing Page

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of CSM Landing Page

    The CSM Landing Page provides customer service agents and managers with essential tools to manage and prioritize their workload efficiently. It displays assigned cases, case tasks, and performance metrics, enabling users to track progress and access records swiftly. Administrators can customize the landing page using UI Builder to align with specific business requirements.

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    Key Features

    • Important Items Section: Displays crucial scorecards for agents, including high-priority cases, SLA breaches, and unassigned cases.
    • Cases Section: Lists the agent's active cases and those of their team, allowing for easy access to case records.
    • Performance Section: Tracks individual agent performance metrics such as SLA compliance, reopened cases, and customer satisfaction scores (available with the Advanced plugin).
    • Organization's Performance Section: Shows organizational performance indicators, including daily case closure statistics and overall customer satisfaction (available with the Premium version).
    • Customization: Users can create multiple landing pages tailored to their needs, with settings determining which page is displayed based on priority and user permissions.

    Key Outcomes

    By utilizing the CSM Landing Page, ServiceNow customers can enhance their case management process, improve response times, and boost overall performance metrics. The ability to customize and create tailored landing pages ensures that agents have quick access to the information they need, ultimately leading to better customer service outcomes.

    The CSM Landing Page provides users with lists of assigned cases and case tasks as well as agent, group, and organization metrics.

    Customer service agents and managers can use the CSM Landing Page to quickly scan and prioritize work, access records, and track performance. Administrators can customize landing pages in UI Builder to meet their unique business needs.

    The CSM Landing Page includes components that display case information, plus visualizations that further break down the component data. Each of these visualizations is connected to a data source. For example, the High priority cases component includes visualizations for P1 and escalated cases, plus cases that need attention.

    The CSM Landing Page is available with the CSM Configurable Workspace (sn_csm_wrkspc) plugin. This landing page is the default landing page for CSM Configurable Workspace.

    Note:
    Upgrade customers who have not customized the existing CSM Configurable Workspace landing page are automatically upgraded to the landing page available with the Xanadu release. Upgrade customers who have customized the existing CSM Configurable Workspace landing page need to manually accept the Xanadu landing page.
    Figure 1. CSM landing page - Assigned cases and case tasks
    Landing page to track your active cases and important items. For the text description, refer to the CSM Landing Page and CSM Landing Page - Premium sections and components table.
    Figure 2. CSM landing page - Performance metrics
    Landing page with agent and organization performance data. For the text description, refer to the CSM Landing Page and CSM Landing Page - Premium sections and components table that follows.

    CSM Landing Page sections and components

    The CSM Landing Page includes different sections and components that display important items, record lists, and performance data.
    Table 1. CSM Landing Page and CSM Landing Page - Premium sections and components
    Section Description
    Important Items This section includes single score cards that display an agent's most important items to work on.
    • High priority cases: Includes P1 cases, escalated cases, and cases that need attention.
    • SLA breached or due today
    • Cases not updated in >3d
    • Case tasks
    • Unassigned cases: Cases that are unassigned and belong to one of the agent's assignment groups.
    Clicking a score card displays a list of records with the appropriate filter conditions.
    Cases This section includes two lists of records:
    • My active cases
    • My team's cases
    Clicking a case number opens a new tab and displays the case record.
    Performance
    This section includes indicators that track the agent's performance.
    • Met SLA (last 7 days)
    • Reopened cases (last 30 days)

    The following indicators are available in the Performance section with activation of the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin:

    • CSAT: Customer satisfaction score based on cases assigned to the agent for the last 7 days.
    • Response time
    • Resolution time
    Click an indicator to display either a filtered list of records or a KPI details page.
    Organization's Performance This section includes indicators that track the organization's performance.
    • CSAT: Customer satisfaction score for the last 7 days.
    • New vs closed cases: Daily aggregation of new and closed cases for the last 7 days.
    Click an indicator to view a KPI details page.
    Note:
    This section is available for the CSM Landing Page - Premium, which requires activation of the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin.

    Create a landing page for CSM Configurable Workspace

    Use UI Builder to create landing pages for your agents. For more information, see the following topics:

    Create multiple landing pages

    You can create multiple landing pages. However, only a single landing page is displayed for a user. The landing page that is displayed depends on the following settings:
    • The setting of the Active field. This field must be set to true for a landing page to be displayed.
    • The Order of the landing page. Pages with a lower order value take precedence over pages with a higher order value. The active page with the lowest order number is displayed.
    • If permissions are defined, users can see a landing page if they have the required role or are a member of the required assignment group. Multiple roles and assignment group conditions are treated as OR conditions.