CSM default record page

  • Release version: Washingtondc
  • Updated April 16, 2024
  • 1 minute to read

    • The CSM default record page provides CSM case management features and functionality and enables agents to create, monitor, and resolve cases.

    The CSM default record page includes 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.

    Figure 1. CSM default record page
    The CSM default record page provides agents with an overview of case record details and the activity stream. It also provides access to multiple features in the contextual side panel.

    The CSM default record page is included with the CSM/FSM Configurable Workspace experience.

    Record presence feature

    The CSM default record page and the CSM Interaction record page include the record presence feature. This feature allows agents to see other users who are viewing the same record and enables easy collaboration.

    The user presence component displays an icon in the form header that shows the user who is currently viewing the record. For three or more users, the component displays two icons plus a number that represents additional users.
    • Hover over an icon to see more information about a user.
    • Click the number icon to see more information about the additional users.
    For more information about this feature, see User presence.

    Email templates feature

    The CSM default record page includes the Email Templates feature. CSM Configurable Workspace pages that use the CSM default record page include the Email Templates tab in the contextual side panel.

    These templates contain default values for fields that agents can easily add to email messages in the Compose panel on case records. These default values can include the recipients (email addresses in the To, Cc, and Bcc fields), the sender, the subject of the email, and text to include in the message body.

    Users with the system administrator role can configure email templates by navigating to All > Email Client > Email Client Templates and selecting New. For more information, see Create an email client template.

    Agents can use this feature to do the following:
    • View available email templates.
    • Select an email template to display the template details.
    • Apply the selected template to an email in the Compose panel.

    For more information, see Compose an email from an email template.