CSM Configurable Workspace page templates

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • A page template is a blueprint of a record page that you can use to create a new page or page variant in UI Builder.

    A page template can include components, data resources, extension points, and a layout. When you create a page or a page variant from a page template, you start from a base structure that you can customize to meet your needs.

    Select one of the CSM Configurable Workspace templates when creating a new page or a new page variant in UI Builder.

    Table 1. CSM Configurable Workspace templates
    Template Description
    CSM default record template The CSM default record template includes CSM case management features and functionality and enables agents to create, monitor, and resolve cases. Use this template if you want to customize and extend CSM functionality around case management.
    CSM Interaction record template The CSM Interaction record template includes the CSM interaction management features and functionality. This view enables agents to accept and respond to live chats, calls, and SMS messages. Use this template if you want to customize and extend CSM functionality around interaction management.
    Front-line case page template The front-line case page template provides a simplified case view that enables agents to quickly gather context, categorize cases, and provide prompt responses to customers.
    This template focuses on the essential functionality that agents need, including:
    • Looking up and verifying customer information
    • Scanning the activity stream
    • Viewing related information
    • Searching for knowledge articles

    For more information, see Create a page from a template in the UI Builder documentation.

    Record presence feature

    Pages that you create from the CSM record page template and the CSM Interaction record page templates have the record presence feature available. This feature lets you see the users who are currently viewing a record. For more information, see User presence component.