CSM workspace form features
Summarize
Summary of CSM Workspace Form Features
The CSM workspace form features enhance customer service operations by providing tools such as account hierarchy visualization, special handling notes, agent actions, and related lists. These functionalities aim to streamline the workflow for customer service agents and improve the overall service experience.
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Key Features
- Account Hierarchy: Agents can view parent-child account relationships through a tree structure in the Account Hierarchy pop-up, allowing for easy navigation and understanding of account relationships.
- Special Handling Notes: Important notes related to specific records are displayed in prioritized order, aiding agents in addressing critical issues efficiently. Notes can be configured and created by users with appropriate roles.
- Agent Actions: Actions for customer service agents are accessible in the form header, requiring setup by the workspace administrator. Specific actions, like creating knowledge articles, necessitate enabling certain plugins and configurations.
- Related Lists: The Interaction and Case forms feature related lists that provide quick access to pertinent information such as tasks, interactions, and escalations, enhancing the agent's ability to manage cases effectively.
- Agent Assist: This feature allows agents to search for relevant information and resources during interactions, improving response times and service quality.
Key Outcomes
By utilizing the CSM workspace form features, customer service agents can expect improved visibility into account relationships, better management of records through prioritized notes, streamlined action execution, and enhanced access to related information. This leads to more efficient service delivery and improved customer satisfaction.
Workspace form features include account hierarchy, special handling notes, agent actions, and related lists.
Account hierarchy
) in the Name field to see the parent-child account relationships in the Account Hierarchy pop-up window. The account hierarchy is available for accounts that have a parent or child account. The account hierarchy uses a tree structure to show the parent, child, and sibling accounts. The parent view displays the current account, the parent account (if applicable), and any child or sibling accounts. The full view displays the entire structure of the organization from the root account. The current account is highlighted in the account structure.
- Expand and collapse the tree structure.
- Switch between the parent view and the full view of the account hierarchy.
- Click an account to open the Account form in a sub tab.
For information about creating an account hierarchy, see Account hierarchy.
Special handling notes
Special handling notes bring important information about individual records to the attention of the customer service agent. If special handling notes are available for a record, these notes are displayed in a pop-up window when the record is opened in a CSM workspace. Notes can also be displayed in an embedded list or a related list on a record form. Notes are ordered by priority in the pop-up window and in lists.
- Priority 1 — red
- Priority 2 — orange
- Priority 3 — purple
- Priority 4 — gray
- Dismiss individual notes. When all notes are dismissed, the pop-up window closes.
- Close the window.
- Users with the sn_shn.admin role can configure special handling notes and specify properties.
- Users with the sn_shn.admin or sn_customerservice_manager roles can create special handling notes.
For more information about configuring the special handling notes feature, see Special handling notes overview.
Agent actions
- For CSM Agent Workspace, actions must be enabled for each form by the workspace administrator. For more information, see Set up custom UI actions in legacy workspace.
- For CSM Configurable Workspace, you can link UI actions to form actions. For more information, see Set up a form action in CSM Configurable Workspace.
- Activate the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer).
- Set the sn_customerservice.enable_knowledge_kcs property to true.
- Set the KCS Article template to true (navigate to ).
Agent assist
Agent assist is available on the Interaction form in CSM Agent Workspace. Users with the customer service agent role (sn_customerservice_agent) can use Agent assist to search for information from an interaction. By default, the available search sources include Knowledge articles, Service Catalog, and ServiceNow Community blogs and posts. For more information, see Set up Agent assist.