CSM workspace features
There are several features available in the Customer Service Management workspaces that agents can use to assist customers and resolve cases.
CSM workspace interface features
Use these topics to get an overview of the CSM workspace interface, landing pages, and forms.
| Feature overview | Description |
|---|---|
| CSM workspace interface overview | Provides an overview of the CSM workspace interface and the different areas and components that make up the interface. |
| CSM workspace landing pages | Provides customer service agents with an overview of their new, assigned, and high priority cases, plus the cases assigned to their groups. |
| CSM workspace form headers | Provides an overview of configurable form headers, the primary and secondary values included in the headers, and where this information appears. |
| CSM workspace form features | Provides an overview of agent actions, account hierarchy, special handling notes, related lists, and Agent Assist. |
| CSM workspace form ribbon and components | Provides agents with a quick overview of the case details. Components in the form ribbon display relevant information about the case, including a contact or consumer summary, a timeline, and SLA details. |