Set up CSM Configurable Workspace

  • Release version: Washingtondc
  • Updated February 6, 2024
  • 3 minutes to read
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    Summary of Set up CSM Configurable Workspace

    Setting up the CSM Configurable Workspace equips agents to effectively engage with customers, manage inquiries, create cases, and resolve issues. The setup involves activating the necessary Customer Service plugin and configuring various components to optimize the workspace for agent use.

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    Key Features

    • Activation of Customer Service Plugin: Activate the Customer Service plugin (com.sncustomerservice) to enable all necessary functionalities, including additional plugins for phone integration.
    • Guided Setup: Use the Customer Service Management Guided Setup to configure essential workspace aspects such as branding, tab settings, notifications, and advanced work assignment.
    • Communication Channels: Set up Agent Chat for live or automated customer interactions and configure phone integration using OpenFrame and CTI.
    • Custom Components: Create or modify the CSM landing page, configure form ribbons, headers, and actions, and manage contextual side panel displays.

    Key Outcomes

    By completing the setup, agents will be able to:

    • Utilize a tailored workspace that enhances customer interaction efficiency.
    • Access comprehensive customer information through the Customer 360 component.
    • Fulfill catalog item requests effectively using the configured service catalogs.

    These enhancements lead to improved case management and customer satisfaction, ultimately optimizing service delivery.

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

    Complete the following tasks to set up CSM Configurable Workspace:
    1. Activate the Customer Service plugin (com.sn_customerservice).
    2. Set up CSM Configurable Workspace using guided setup.
    3. Set up the necessary communication channels and routing.
    4. Set up additional components specific to CSM Configurable Workspace.

    Activate the plugin

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

    Activating the Customer Service plugin activates the following plugins:
    • CSM and FSM Configurable Workspace Foundation (com.snc.uib.cwf_workspace)
    • CSM Configurable Workspace (com.snc.uib.csm_agent_workspace)
    • CSM Configurable Workspace Lookup and Verify (com.snc.uib.lookup_verify)
    • CSM Configurable Workspace Special Handling Notes (com.snc.uib.special_handling_notes)
    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

    Set up CSM Configurable Workspace using guided setup

    You can set up CSM Configurable Workspace by using the Customer Service Management Guided Setup. To use the guided setup:
    1. Navigate to Customer Service > Administration > Guided Setup.
    2. Click Get Started.
    3. Scroll through the list of guided setup categories until you reach CSM Configurable Workspace.
    4. Click Get Started in the CSM Configurable Workspace category.
    The CSM Configurable Workspace category takes you to the Configurable Workspace Guided Setup, which provides a sequence of workspace configuration tasks. Use these tasks to configure:
    • Branding and themes
    • Tab settings
    • Lists and forms
    • Search sources
    • Notifications
    • Advanced Work Assignment (AWA)
    • Agent chat
    • Playbooks
    You can use UI Builder to configure the following CSM Configurable Workspace pages:

    For more information, see the Work with pages topic in the UI Builder documentation.

    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. CSM Configurable Workspace communication channels

    Channel

    Description

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

    Set up additional CSM Configurable Workspace components

    Complete these tasks to set up the components that are specific to CSM Configurable 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 create and modify a page variant in UI Builder.
    Set up a ribbon configuration in CSM Configurable Workspace
    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.
    Set up a form header in CSM Configurable Workspace
    Configure form headers that provide a quick summary of case, account, or contact information.
    Set up a highlighted value in a form header in CSM Configurable Workspace
    Configure fields that appear as highlighted values in form headers in CSM Configurable Workspace.
    Set up a form action in CSM Configurable Workspace
    Create form actions that link to UI actions so that you can use the UI actions in CSM Configurable Workspace.
    Display the form ribbon and form header secondary values in the Contextual side panel
    Configure the form ribbon and the secondary values that appear in a form header to display in the Contextual side panel in CSM Configurable Workspace.
    Display field values as interaction record tab titles
    Display field values, such as contact or consumer names, as titles on interaction record tabs in CSM Configurable Workspace.
    Enable the Create Case UI action for case type selection
    Enable the Create Case UI action for case type selection for one or more selected tables.
    Configure tabs in the contextual side panel
    Use the inlineTabExclusion UX page property to prevent tabs from appearing in the configurable side panel in CSM Configurable Workspace.
    Configure service catalogs for CSM workspaces
    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.