---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Agent assistance for your business location staff

# Agent assistance for your business location staff {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Customer service agents receive chat requests from your business location staff on the CSM Agent Workspace. These agents can assist your staff members to resolve issues and manage their cases more efficiently if your staff members fill out a pre-chat survey first.

The customer service agents have visibility into the ongoing requests and case statuses. The agents can efficiently handle the issues from the staff members of a business location.  
After an agent accepts an incoming chat request, the Requesting service organization field on the Interaction form that the agent sees is automatically filled in with the business location that a staff member selected during the pre-chat survey. To learn more about the pre-chat surveys, see [Define pre-chat survey configurations](https://www.servicenow.com/docs/access?context=ac-configure-pre-chat-surveys&version=xanadu&pubname=xanadu-conversational-interfaces&ft:locale=en-US).  
Note:  
The Number, Type,State, and Assigned to fields on the Interaction form are filled by default. To know more about the fields, see [Create cases for a business location in the Business Location Service Portal](https://servicenow-prod.fluidtopics.net/PsCooAwVPEYzTt4qawbNfQ "As a staff member with the location agent role, create and manage cases for your business locations.").

The Open Cases and Recent Interactions related lists on the Interaction form shows a list of the active cases and interactions for the requesting service organization.

A resolution is also provided by interacting with the user. For further assistance, an agent can create a case or link the discussion to an existing case. The Requesting service organization field is populated
by default when a case is created from an interaction.
**Related tasks**   

* [Chat with Virtual Agent from the Business Location Service Portal](https://servicenow-prod.fluidtopics.net/nBEGRQPh46URd8UBWf1E~w "Get the information that you need about a case and a case resolution by filling out a pre-survey on the Business Location Service Portal. The pre-survey lets the customer service agent or Virtual Agent know your location and some details about your case so that you don't have to spend more time repeating this information.")