CSM Landing Page - Premium

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 3 minutes to read
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    Summary of CSM Landing Page - Premium

    The CSM Landing Page - Premium is designed to enhance the efficiency of customer service agents and managers by providing quick access to case management and performance metrics. Users can view assigned cases and tasks, enabling them to prioritize work effectively. Administrators have the capability to customize these landing pages using UI Builder to align with specific business requirements.

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    Key Features

    • Case Management: Displays lists of assigned cases and case tasks, including high-priority cases and those needing attention.
    • Performance Tracking: Visualizations for individual and organizational performance metrics, such as SLA compliance and customer satisfaction scores.
    • Plugin Availability: Compatible with CSM Configurable Workspace and Performance Analytics plugins, enhancing functionality and reporting capabilities.
    • Customizable Landing Pages: Administrators can create multiple landing pages tailored to different user roles, ensuring relevant information is readily accessible.

    Key Outcomes

    By utilizing the CSM Landing Page - Premium, ServiceNow customers can expect improved case prioritization, enhanced tracking of performance metrics, and a customizable interface that meets the diverse needs of their customer service teams. This results in more efficient workflows and better overall customer satisfaction management.

    The CSM Landing Page - Premium 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 - Premium 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 - Premium includes components that display case information, plus visualizations that further break down the component data. For example, the High priority cases component includes visualizations for P1 and escalated cases, plus cases that need attention. It also includes additional indicators and visualizations in the Performance and Organization's Performance sections. Each of these visualizations is connected to a data source.

    The CSM Landing Page - Premium is available with the following plugins:
    • CSM Configurable Workspace (sn_csm_wrkspc)
    • Performance Analytics - Content Pack - Customer Service Management - Advanced (com.snc.pa.customer_service_advanced)
    Note:
    Upgrade customers who have not customized the existing CSM Configurable Workspace landing page are automatically upgraded to the landing page available with the Washington DC release. Upgrade customers who have customized the existing CSM Configurable Workspace landing page need to manually accept the Washington DC 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 - Premium 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 for a user 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.
    • 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.