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Form ribbon and components

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Form ribbon and components

The form ribbon provides agents with a quick overview of the case or incident details. The form ribbon includes components that display relevant information about the record, such as a contact or consumer summary, a timeline, and SLAs.

In addition to viewing case information, agents can use links in the ribbon components to place phone calls or create email messages. Agents can also show or hide the ribbon as needed.

With the workspace administrator role (workspace_admin), you can configure the ribbon layout, including the components to display in the ribbon, the order in which the components appear, and the component width. You can also configure display attributes for some of the components.

Customer Service Management ribbon components

For Customer Service Management, you can configure the ribbon for the Case form to include one or more of the available ribbon components:
  • Customer 360
  • Timeline
  • Active SLAs

For more information about ribbon configuration, see Configure Agent Workspace ribbon settings.

For some of the components, you can also configure attributes, such as the fields to include in the Customer 360 component. For more information about configuring component attributes, see Configure ribbon component attributes.

Customer 360 ribbon component

The Customer 360 component displays customer information such as the contact or consumer name, email address, and phone numbers.
Figure 1. Customer 360 ribbon component
Customer 360 ribbon component
You can configure the Customer 360 component to display the following fields:
  • Header:
    • For B2B customers: displays either the Primary Contact or Contact.
    • For B2C customers: displays the Consumer.
    • For internal contacts with the sn_customerservice.proxy_contact role: displays the Internal contact.
      Note: Requires the CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts) plugin.
  • Photo
  • Name
  • Title
  • Account (B2B customers)
  • Phone numbers
    • For contacts: Mobile phone and Business phone
    • For consumers: Mobile phone and Home phone
  • Email address
Note: For B2B customers, the Customer 360 component can also include colored tags that indicate Very Important Person (VIP) accounts and escalated accounts.
From the Customer 360 ribbon component, agents can perform the following actions.
Action Description
Email a contact or consumer Agents click the address in the Email field to send an email to the contact or consumer. This action opens a new email in the email editor with the following fields auto-populated:
  • To: the contact or consumer email address
  • Subject: the case number and short description
Call a contact or consumer If phone integration is enabled, agents click a number in one of the phone number fields to call the contact or consumer. The OpenFrame window displays information about the contact or consumer name and the account.
View the account record Agents click the Account link to open the account record.

Timeline ribbon component

The timeline component displays a summary of case activities, including case state changes and interactions between the fulfiller, typically the agent, and the requester. It also shows how much time that the fulfiller and requester spent on the case. The workspace administrator can select the fulfiller role when configuring the timeline component attributes.

Timeline ribbon component
Circles represent state changes and vertical bars represent agent and customer comments. The timeline shows how much time that the agent and customer spent on the case and uses color to show if the case is with the agent or the customer. Agents can point to activities in the timeline to display tooltips with additional information.
Note: The timeline component uses the resolution shaper configuration for the selected entity table, for example, the Case table.

Active SLA component

The Active SLA component displays active SLAs for the case, including time remaining, the SLA state, and any breaches. If a case has multiple SLAs, the SLA with the most imminent deadline is shown first. Pointing to the SLA component displays left and right navigation arrows that agents can use to view the other SLAs.
Figure 2. SLA ribbon component
SLA ribbon component
Color coding within the component indicates the time remaining for the SLA:
  • Green: 0–50%
  • Yellow: 50–75%
  • Orange: 75–99%
  • Red: 100% or breached
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