Install one or more playbook applications with Public Sector Digital Services. These tools provide an end-to-end workflow for handling public service requests submitted by consitutuents, enabling agents to resolve cases quickly and efficiently.

Set up the CSM Configurable Workspace and expand the Workspace UI to optimize agent government service processes. This user interface provides agents with the tools they need to answer constituent questions and resolve issues efficiently.

Set up Advanced Work Assignment in the CSM Configurable Workspace to route and assign cases automatically to the appropriate agents based on their availability, capacity, and skills. This setup helps to improve efficiency and response times.

Configure your case management tools to manage cases efficiently by setting up features that permit you and your constituents to create, resolve, and categorize cases. Define case types for different public services, configure service definitions to link services and case types, and allow accurate tracking and resolution.