Using the CSM Configurable Workspace for Public Sector Digital Services
Set up CSM Configurable Workspace for your agents and expand the Workspace UI so they can engage with customers, answer questions, create cases, and resolve issues.
Government service agents can complete most tasks in CSM Configurable Workspace. For more information on how to set up the CSM Configurable Workspace, see Set up the CSM Configurable Workspace for Public Sector Digital Services.
The tables below describe some of the basic tasks that agents can perform in CSM Configurable Workspace.
| Task | Description | Details |
|---|---|---|
| Use playbooks | Use the step-by-step guidance provided by playbooks to complete tasks and resolve cases. | |
| Create a specific type of case | Create a case for a specific type of constituent request. | |
| 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. | |
| Use response templates | Quickly respond to customers using different types of predefined information. |