Create a CSM Agent Workspace landing page

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

    • Create landing pages for different agents and teams by cloning the CSM Landing Page and adding or modifying components and visualizations.

    Before you begin

    Role required: workspace_admin, admin

    About this task

    The CSM Landing Page is included with the Customer Service plugin (com.sn_customerservice). You can add Performance Analytics information to this landing page by activating the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin (com.snc.pa.customer_service_advanced). This plugin adds a section for My Organization's Performance, which includes analytics for CSAT and New vs Closed Cases.

    Procedure

    1. Navigate to All > Workspace Experience > Administration > Landing Pages.
    2. Click the CSM Landing Page.
    3. Click Duplicate.
      Note:
      The Duplicate action is available when the application scope is CSM Workspace.
    4. Fill out the form.

      The settings in the Layout and Available Child Slots fields determine how the content renders on the page.

      Table 1. Landing page attributes and layout
      Field Description
      Name The name of your landing page.
      Component The component defaults to sn-page and is read-only.
      Order The order for the landing page. If you have multiple landing pages, the order determines the landing page precedence. Pages with a lower order value take precedence over pages with a higher order value.
      Active Determines whether the landing page is active. This field must be enabled for a landing page to be displayed.
      Optional Page Title A title to display on the page.
      Available Child Slots A predefined style of child slots.
      Layout The layout of the columns on the page.
    5. Click Update to save your landing page.
    6. Optional: Configure permissions for users to access the landing page.
      1. Click the UX Page Element Permissions related list.
      2. Click New.
      3. Select the role or group for the landing page to be visible.
      4. Click Submit to save your permissions.
      Any page element (including sub elements) can have a restriction to a given set of roles or groups. If there are no element permissions set on roles or groups, then all users see the element. If there are some element permissions set, then a user needs just one role or group assignment to see the element.
    7. Configure a container:
      1. Click the UX Page Elements related list.
      2. Click New Container or select an existing container.
      3. Fill out the form.
      Table 2. Container attributes and layout
      Field Description
      Name The name of your container.
      Component The component defaults to sn-page-container and is read-only.
      Parent element The landing page your container resides.
      Slot The component placement within the parent element's slot configuration.
      Order The order the page shows.
      Border Enable if you want a border around your container.
      Optional Container Title A title to display on the container.
      Type Select a type of styling for your visualization.
      Available Child Slots A predefined style of child slots.
      Layout The layout of the columns on the page.
    8. Configure a widget:
      1. Click New Visualization or select an existing widget.
      2. Fill out the form.
      Table 3. Widget attributes and layout
      Field Description
      Name The name of your widget.
      Component The component defaults to sn-page-widget-visualization and is read-only.
      Parent element The container that your widget resides in.
      Slot The component placement within the parent element's slot configuration.
      Order The order the component shows.
      Report Select the report you want to render:
      • Single score
      • Trend by
      • List
      Note:
      Choose and populate either Report or PA Widget, but you cannot display both.
      PA Widget Select the PA widget you want to render:
      • Single score
      • Time series
      Note:
      Choose and populate either Report or PA Widget, but you cannot display both.
      Optional Widget Label A label to display on the widget.
      Size Variant Select the size of the widget. Choices include:
      • Small
      • Medium
      • Large
      • Extra Large
      Note:
      Not all size variants apply to all widgets.
      Border Check if you want a border around your widget.
      Refresh Interval Determines the number of minutes before a widget refreshes with new data. The interval begins when a user navigates away from a landing page, and ends when the user comes back to the landing page.
      Note:
      There is no auto-refresh, but a user can click a refresh button at any time.
      Additional Details Any additional information to note about the widget.
      Visualization SysID [Read Only] Designated ID for the widget.
      Report Type [Read Only] The type of report that renders.
    9. Click Update or Submit to save changes to the page element.
    10. Click Update to save changes to the landing page.