Workspaces in Customer Service Management

  • Release version: Washingtondc
  • Updated February 6, 2024
  • 1 minute to read

    • The Customer Service Management application includes the CSM Configurable Workspace and the CSM Agent Workspace. Both workspaces enable agents to assist customers, answer questions, resolve customer issues.

    Overview

    A workspace is a collection of tasks and workflows in a single focused working area that enables a user to efficiently complete an entire job. It includes tools that a user can employ to quickly and easily assist customers and resolve questions and issues. A workspace also includes features that enable a user to be more efficient, including a multi-tab interface for managing multiple cases and a contextual display that provides quick orientation to the current task.

    These workspaces operate the same way and provide an identical user experience. The main difference between the two workspaces is the underlying architecture and that they are built using different technology. For more information, see Selecting a CSM Workspace interface.

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