Using CSM Configurable Workspace in Customer Service Management
Summarize
Summary of Using CSM Configurable Workspace in Customer Service Management
CSM Configurable Workspace enables customer service agents to efficiently interact with customers, manage cases, and resolve issues within a streamlined interface. Most agent tasks can be completed directly in the workspace, improving productivity, while some specialized tasks remain on the platform interface. This workspace is designed to centralize case handling and customer interactions to accelerate resolution times.
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Agent Tasks
Agents can perform a variety of core tasks in the workspace, including:
- Use Knowledge: Search and attach knowledge articles to cases, open articles in separate sub-tabs for easier reading, report knowledge gaps, and create articles directly from cases if permitted.
- Respond to Community Discussions: Reply to community threads linked to cases directly from the case view.
- Use Response Templates: Quickly add predefined responses to cases and case tasks to streamline communication.
- Manage Email Tasks: Preview emails, compose new email responses from cases or ribbon components, and send emails from the case activity stream.
Additional Features
The workspace includes several advanced features to enhance case management and customer insights:
- Create Specific Case Types: Generate cases tailored to particular customer issues.
- Customer Lookup: Quickly find and verify customer contact information using various identifiers.
- Customer Central Access: View detailed customer information and recent activity to better understand and assist customers.
- Product Data Viewing: Access install base and sold product information for customer products and components.
- Playbooks: Follow guided, step-by-step instructions to resolve cases efficiently.
- Guided Decisions: Use interactive prompts to gather inputs and receive recommended next steps for case resolution.
- Recommended Actions: Receive suggested actions, including guidance and case field values, to aid in timely case resolution.
- Trending Case Topics: Identify and manage cases with similar issues by viewing trending topics, adding them to major cases, or creating major cases for trending issues.
- Estimated Time to Resolve (ETTR): Leverage machine learning predictions based on case attributes to estimate resolution times and prioritize work effectively.
- Call Back Customers: Schedule or immediately execute callbacks to customers per their requests, directly from the workspace.
Use 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 CSM Configurable Workspace, while other tasks only apply 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 CSM Configurable Workspace as well as additional features that are available for use.
For additional task information, see Manage 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 |