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Components installed with Agent Workspace for CSM

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Components installed with Agent Workspace for CSM

Several types of components are installed with the Agent Workspace for CSM application.

Roles

The Workspace agent role (workspace_agent) is added to the Service Management agent (sn_esm_agent) role. The role is required to access Agent Workspace for CSM.

Form views

Customer service agents see forms in the CSM Workspace form view (workspace_csm), if they exist for certain record types. Otherwise, agents see forms in the Workspace form view.

Tables

In Agent Workspace for CSM, a number of Customer Service Management tables are provided with the Workspace and CSM Workspace view layouts.

Tables in Workspace view
Agent Workspace for CSM provides the Workspace view for the following tables:
  • Case (sn_customerservice_case)
  • Consumer (csm_consumer)
  • Account (customer_account)
  • Contact (customer_contact)
  • Account Relationship (account_relationship)
  • Asset (alm_asset)
  • Contract (ast_contract)
  • Product Model (cmdb_model)
  • Entitlement (service_entitlement)
  • Task (sn_customerservice_task)
  • Appointments (sn_customerservice_appointment)
  • Contact Relationship (sn_customerservice_contact_relationship)
  • Escalation (sn_customerservice_escalation)
  • Order (csm_order)
  • Order Case (csm_order_case)
  • Special Handling Notes (sn_shn_notes)
  • Order Line Item (csm_order_line_item)
  • Asset Contact (sn_customerservice_m2m_asset_contact)
  • Account Team Member (sn_customerservice_team_member)
  • Social Profiles table (sn_app_cs_social_social_profile)
  • Social Logs table (sn_app_cs_social_social_log)
  • Knowledge Applied to Tasks table (m2m_kb_task)
Tables in CSM Workspace view
Agent Workspace for CSM provides the CSM Workspace view (workspace_csm) for the following tables:
  • Interaction (interaction)
  • Location (cmn_location)
The CSM Workspace view for these tables is similar to the respective default platform interface view.

Lists

The list categories and filtered lists that have been configured for customer service agents in Agent Workspace for CSM.
List Category Filtered Lists Description
Cases My Cases Cases assigned to the customer service agent.
My Open Open cases assigned to the customer service agent.
Unassigned for my groups Cases that belong to any of the customer service agent's groups but have not been assigned to an agent.
All All customer service cases.
Major Issue Management Major Cases Major cases that have been accepted.
Customer Accounts A list of customer accounts.
Partners A list of partner accounts.
Contacts A list of customer contacts.
Consumers A list of consumers.
Interactions My Interactions Interactions that are assigned to the customer service agent (agent's name appears in the Assigned to field on the interaction record).
Knowledge My Knowledge Articles Knowledge articles authored by the customer service agent (agent's name appears in the Author field).
Note: This list appears in the list panel when the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer) is activated.
Catalog Tasks Assigned to my groups Catalog tasks assigned to the current agent's groups.
Note: Additional filtered lists appear in the list panel when a customer service agent also has the itil role.
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