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Agent Workspace for CSM

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Agent Workspace for CSM

Agent Workspace for Customer Service Management integrates the platform functionality specific to tier 1 customer service agents and puts these features into an easy-to-navigate interface.

Agent Workspace for CSM supports the needs of agents handling customer inquiries, issues, and cases from multiple sources, including:
  • Case agents, who handle cases created from the Customer or Consumer Service Portals or from inbound emails.
  • Phone agents, who handle customer phone inquiries.
  • Chat agents, who handle customer chat requests.
Agent Workspace for CSM makes it easy for agents to efficiently manage multiple cases, accounts, customers, and consumers.
  • The multi-tab interface improves agent productivity by enabling agents to easily navigate between records.
  • The ribbon provides overview information in a way that quickly orients an agent to case details.
  • The intuitive Case form layout minimizes scrolling by displaying case details side-by-side with the activity stream.
  • Agent Assist enables agents to quickly search for information across multiple sources such as knowledge bases and community sites.
  • Predictive Intelligence can provide agents with a list of similar cases and can also provide recommendations about major issues and major cases. For more information, see Similar case/recommendation.

Browser support for workspaces

Do not use Internet Explorer 11 to access any workspaces. If you are on the New York release and you are using Internet Explorer 11 with any workspace, such as Service Owner Workspace, Vendor Manager Workspace, or any other type workspace, you must migrate to a modern browser before you upgrade to future releases. Internet Explorer 11 will not be supported for workspaces after the New York release. See KB0683275 for more information on Internet Explorer 11, and see Generally supported browsers for more information about browsers and what you can use across the platform.

Plugins

The Customer Service plugin (com.sn_customerservice) activates the CSM Workspace plugin (com.snc.agent_workspace.csm) and provides the functionality of CSM Agent Workspace.

Additional plugins are required for phone integration. For details, see Agent Workspace phone integration.

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