CSM Configurable Workspace record pages
Summarize
Summary of CSM Configurable Workspace Record Pages
CSM Configurable Workspace record pages provide a structured display for various records like cases, incidents, and tasks. They include layouts, containers, and components that make up the page's design and functionality. Key pages like the CSM default and CSM Interaction record pages incorporate advanced logic with presets, controllers, and extension points, promoting reusability and ease of configuration.
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Key Features
- Customizable Pages: Use default record pages or modify them to meet specific needs.
- Reusability: Pages with preset and controller logic automatically inherit styling and data binding, simplifying the upgrade process.
- Order Management: Each record page has an order value; the system defaults to the page with the lowest order number.
Key Outcomes
With the CSM Configurable Workspace record pages, you can expect a more efficient case management experience. The pages provide essential tools for agents, streamline the interface, and ensure that generative AI functionalities can be integrated seamlessly. This ultimately enhances the ability to gather context quickly and respond effectively to customer inquiries.
A record page provides the base structure for how a record is displayed in CSM Configurable Workspace. This includes records such as cases, incidents, and tasks.
Overview
Record pages include elements such as layouts, containers, and components to display record information. Certain record pages, including the CSM default record page and CSM Interaction record page, leverage additional logic using presets, controllers, and extension points. Pages with preset and controller logic benefit from reusability because they automatically inherit styling, events, and data binding. This reusability makes simplifies configuration and makes the pages upgrade friendly.
Several record pages are included with CSM Configurable Workspace. You can use these record pages as is or you can customize them to suit your needs. For more information about customizing record pages, see Manage UI Builder pages and page variants.
Each record page has an order value. The system uses the pages with the lowest order as the default record pages. When the system displays information in CSM Configurable Workspace, such as interaction and case records, it uses the elements in the default pages to determine the page appearance.
Available record pages
Several record pages are included with CSM Configurable Workspace.
| Page | Description |
|---|---|
| CSM default record page |
This page builds on the Record default page and includes specific features for case management. Note: Use this page to display generative AI elements and functionality available with Now Assist for Customer
Service Management (CSM). |
| CSM Interaction record page |
This page builds on the interaction record page and includes CSM-specific features for interaction management. Note: Use this page to display generative AI elements and functionality available with Now Assist
for Customer Service Management (CSM). |
| Front-line case page |
This page is designed for front-line agents. It provides a simplified case view that enables agents to quickly gather context, categorize cases, and provide prompt responses to customers. |
| Record default | Introduced prior to the Tokyo release. This page provides the basic structure for a record page, including record information, a communication interface, and suggestions for issue resolution. This page is also known as the standard record page. |
| Interaction record page | Introduced prior to the Tokyo release. This page provides the basic structure for an interaction record, including interaction information and related search results. |
Record page elements
Record pages are made up of different elements that determine how record information is displayed in CSM Configurable Workspace.
| Element | Description |
|---|---|
| Layouts | The metadata that determines how components are positioned on a page and what CSS rules apply. Layouts enable you to create useful and visually appealing pages. |
| Containers | Hold one or more components on a page. |
| Components | Components are the building blocks that you use to create pages. End users, such as agents, use components to view and interact with data. Commonly used components include Heading, Image, List, Form, and Button. |
| Presets | A preset is a set of instructions that define configuration values for a specific component. A preset also specifies how a component connects to a controller. Using presets can simplify component configuration and enable you to avoid manual data binding. |
| Controllers | A controller combines the complex business logic, including data brokers, state parameters, scripting, and event management, into a single entity. Presets use the data in a controller to auto-configure a component. |
| Extension points | An extension point enables subpages, such as viewports and page collections, to inherit controllers from the parent page. Extension points also improve the ability to upgrade. |
Default record pages
Each record page has an order number and the page with the lowest order number is the default page. When the system displays a record in CSM Configurable Workspace, it uses this default page to display the record information.
- CSM default record page
- CSM Interaction record page
- Record default
- Interaction record page
For more information about setting the default record pages, see Set record page order.