Using CSM Configurable Workspace in Customer Service Management
Summarize
Summary of Using CSM Configurable Workspace in Customer Service Management
The CSM Configurable Workspace allows customer service agents to efficiently interact with customers, manage cases, and resolve inquiries. This workspace supports a variety of tasks that are essential for effective customer service operations. It is important to note that some tasks are common to both CSM Configurable Workspace and CSM Agent Workspace, while others are specific to each interface.
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Key Features
- Knowledge Management: Agents can search for and attach knowledge articles to cases, report gaps in knowledge, and create articles directly from cases, enhancing case resolution.
- Community Interaction: If a case arises from a community discussion, agents can respond directly from the case.
- Email Management: Agents can compose, send, and preview emails related to cases, streamlining communication.
- Case Creation: Create specific types of cases tailored to customer issues, enabling focused resolution efforts.
- Customer Lookup: Quickly find contact information using various identifiers like name or phone number to assist customers effectively.
- Customer Central: Access comprehensive customer information and activity history to provide informed support.
- Playbooks: Utilize step-by-step guidance to streamline case resolution processes.
- Guided Decisions: Receive recommendations based on responses to questions, aiding in case resolution.
- Recommended Actions: Get suggestions for helpful actions to take in response to cases.
- Trending Case Topics: Identify and manage cases with similar issues to improve efficiency and response times.
- Estimated Time to Resolve (ETTR): Leverage machine learning to predict case resolution time based on various attributes.
- Callback Management: Schedule callbacks to customers as needed, ensuring timely follow-up.
Key Outcomes
By leveraging the CSM Configurable Workspace, agents can enhance their productivity, improve customer satisfaction through timely responses, and utilize data-driven insights for better case management. This workspace equips agents with the necessary tools to resolve issues efficiently and effectively, ultimately leading to improved service delivery and customer relationships.
Use the CSM Configurable Workspace to interact with customers, create and work on cases, and resolve questions and issues.
Customer service agents can complete most tasks in these workspaces. Certain tasks apply to both CSM Configurable Workspace and CSM Agent Workspace, while other tasks only apply to individual workspaces or to the platform interface. This information is noted at the top of each task.
The tables below describe some of the basic tasks that agents can perform in the CSM Workspaces as well as additional features that are available for use.
For additional task information, see Manage customer service cases.
| Task | Description | Details |
|---|---|---|
| Use Knowledge to assist with cases | Search for knowledge articles and attach them to cases or open articles in sub-tabs for easier reading. Report a knowledge gap if you can't find relevant articles and, if permission is enabled, create articles directly from cases. | |
| Respond to community discussions | If a case is created from a community discussion, you can respond to the discussion from the case. | |
| Use response templates | Quickly respond to customers using different types of predefined information. | Use response templates to add information to cases and case tasks |
| Manage email tasks | Preview emails and compose and send responses from cases. |
Compose an email from the ribbon component |
| Feature | Description | Details |
|---|---|---|
| Create a specific type of case | Create a case for a specific type of customer issue. | |
| Look up a customer | Quickly look up contacts or consumers using information such as the name, phone number, or record number. | |
| Use Customer Central | Look up customer information and recent activity to find out more about the customer you are assisting. | |
| View product data | View details about customer instances, products, and components. | |
| Use playbooks | Use the step-by-step guidance provided by playbooks to complete tasks and resolve cases. | |
| Use guided decisions | A guided decision prompts you to answer questions and provide inputs and then offers recommendations on the steps needed to resolve a case. | Use Guided Decisions in playbooks to resolve cases Use Guided Decisions in recommended actions to resolve cases |
| Use recommended actions | A recommended action is a suggested helpful action for resolving a case. A recommendation can be a guidance, guided decision, or a suggested value for a case field. | Use Recommended Actions to resolve cases |
| Use trending case topics | Use trending case topics to identify cases with similar issues. | |
| Use estimated time to resolve a case (ETTR) | Use machine learning to predict the estimated time to resolve a case based on case attributes such as the short description, category, priority, and assignment group. | |
| Call back a customer | Call a customer back either immediately or at the date and time requested by the customer. | Address a callback request from a customer |