Set up CSM Agent Workspace

  • Release version: Washingtondc
  • Updated March 5, 2024
  • 2 minutes to read
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    Summary of Set up CSM Agent Workspace

    The CSM Agent Workspace allows customer service agents to effectively engage with customers, manage inquiries, create cases, and resolve issues. However, it is important to note that CSM Agent Workspace is deprecated and no longer supported for new activations. Customers should transition to using the CSM Configurable Workspace for the latest features and functionalities.

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    Key Features

    • Activation of Customer Service Plugin: The Customer Service plugin (com.sncustomerservice) must be activated to use CSM Agent Workspace.
    • Communication Channels: Set up chat and phone integration to enable agents to interact with customers. This includes using Agent Chat and integrating third-party phone systems through OpenFrame and CTI.
    • Workspace Setup: Utilize either the Workspace Guided Setup or follow detailed setup instructions provided in the Workspace documentation.
    • Landing Page Customization: Modify or clone the CSM Landing Page to tailor the agent's initial view of the workspace.
    • Ribbon Configuration: Configure form ribbon components like Customer 360, Timeline, and SLA to enhance record visibility for agents.
    • Service Catalog Configuration: Set up service catalogs in the Service Workspace Portal to enable agents to fulfill catalog item requests.

    Key Outcomes

    By setting up the CSM Agent Workspace, agents can efficiently manage customer interactions, streamline case handling, and improve service delivery. However, since this workspace is deprecated, transitioning to the CSM Configurable Workspace is essential to leverage the most current capabilities and support.

    Set up CSM Agent Workspace for your agents so they can engage with customers, answer questions, create cases, and resolve issues.

    Important:
    CSM Agent Workspace is now deprecated and no longer supported or available for new activation. CSM Configurable Workspace provides the latest experience for this functionality. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.
    To set up CSM Agent Workspace:
    1. Activate the Customer Service plugin (com.sn_customerservice).
    2. Set up Agent Workspace.
    3. Set up the necessary communication channels and routing.
    4. Set up additional components specific to CSM Agent Workspace.

    Activate Customer Service

    The Customer Service plugin (com.sn_customerservice) provides the CSM Agent Workspace functionality. For more information, see Activate Customer Service Management.

    Additional plugins are required for phone integration. For details, see:
    • Workspace phone integration with OpenFrame and computer telephony integration (CTI)
    • Configure Agent Chat for Workspace
    The FSM Agent Workspace (com.snc.agent_workspace.fsm) plugin activates Field Service for CSM Agent Workspace. Enable this plugin to perform field service tasks in CSM Agent Workspace, such as creating work orders for cases and managing work orders and tasks.
    Note:
    The FSM Agent Workspace plugin activates the Agent Workspace (com.agent_workspace) plugin.

    Set up Workspace

    You can set up Workspace either by using Workspace Guided Setup or by following the setup instructions in the Workspace documentation. For details, see Set up Workspace.

    Set up communication channels and routing

    Enable agents to chat with customers or to receive and place customer calls. You can also set up routing that automatically directs chats to the appropriate agents. For more information about communication channels, see Setting up phones in legacy workspace.

    Table 1. Set up CSM Agent Workspace communication channels

    Channel

    Description

    Link
    Chat CSM Agent Workspace uses Agent Chat to enable customers to ask questions and receive information through live or automated chat. Configure Agent Chat for Agent Workspace
    Phone CSM Agent Workspace uses a combination of OpenFrame and computer telephony integration (CTI) to enable third-party phone integration. Agent Workspace phone integration with OpenFrame and computer telephony integration (CTI)

    Set up CSM Agent Workspace components

    Complete these tasks to set up the components that are specific to CSM Agent Workspace.

    Create or modify a landing page
    The landing page is an agent's initial view of the workspace. The CSM Landing Page is included with the Customer Service plugin. You can modify this landing page or you can clone this page to create a new page.
    Configure ribbon components and ribbon component attributes
    The form ribbon includes components that display information about a record. You can add the Customer 360, Timeline, and SLA components to the Case form ribbon. You can also configure attributes for the Customer 360 and Timeline components.
    Configure service catalogs for CSM Agent Workspace
    Customer service agents use service catalogs to fulfill catalog item requests. You can configure the Service Workspace Portal to use the catalogs that contain the desired items.