Set up the features, components, and integrations that you need to provide service and support to your customers.

Set up your environment Plan and set up your CSM environment, import your foundation data, configure access and case management.	Organize agent workspaces Configure your agent workspaces, including interfaces, case routing and advanced case management features.	Enable communication channels Set up communication channels, including voice, email, web, and messaging.
Implement intelligence Set up Intelligence features to automate routine tasks and provide recommended content to agents.	Set up self-service Create self-service portals for customers that are integrated with knowledge, communities, service catalogs, and chatbots.	Extend capabilities Set up additional CSM features to extend the capabilities of your environment.