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CSM Agent Workspace form features

CSM Agent Workspace form features include form headers, agent actions by form, related lists, account hierarchy, and special handling notes.

Form headers

Form headers provide a quick glance of case, account, or contact information. Form headers include a primary header and several secondary or subheaders.

Figure 1. CSM Agent Workspace Case form header

The workspace administrator can configure the information included in the header for the Case, Account, and Contact forms. For more information, see Configure the form header for Agent Workspace.


Form	Primary Header	Secondary Headers
Case	Short description	Account and contact (B2B) Consumer (B2C) Priority State
Account	Account	Primary contact
Contact	Contact	Account

Account hierarchy

From the Account form, customer service agents can click the open hierarchy icon (

) in the Name field to see the parent-child account relationships in the Account Hierarchy pop-up window. The account hierarchy is available for accounts that have a parent or child account.

Agent Workspace for CSM account hierarchy pop-up window — Figure 2. Agent Workspace for CSM Account Hierarchy pop-up window

The account hierarchy uses a tree structure to show the parent, child, and sibling accounts. The parent view displays the current account, the parent account (if applicable), and any child or sibling accounts. The full view displays the entire structure of the organization from the root account. The current account is highlighted in the account structure.

Customer service agents can:

Expand and collapse the tree structure.
Switch between the parent view and the full view of the account hierarchy.
Click an account to open the Account form in a sub tab.

For information about creating an account hierarchy, see Account hierarchy.

Special handling notes

Special handling notes bring important information about individual records to the attention of the customer service agent. If special handling notes are available for a record, these notes are displayed in a pop-up window when the record is opened in CSM Agent Workspace.

Notes are also available in the Special Handling Notes related list. Agents can see a priority, short description, and message for each note. Notes are ordered by priority and use different styles based on priority and type:

Priority 1 — red
Priority 2 — yellow
Priority 3 — green
Priority 4 — blue

Agents can:

Dismiss individual notes. When all notes are dismissed, the pop-up window closes.
Close the window.

In the Special Handling Notes module on the platform:

Users with the sn_shn.admin role can configure special handling notes and specify properties.
Users with the sn_shn.admin or sn_customerservice_manager roles can create special handling notes.

Agent actions by form

Actions available to customer service agents appear in the form header as buttons or menu items. CSM Agent Workspace includes the following actions for customer service agents.

Note: Actions must be enabled for each form in Agent Workspace by the workspace administrator. For more information, see Enable UI actions for Agent Workspace


Form	Actions
Interaction	Verify Contact Verify Consumer Create a case Create a consumer
Case	Assign to me Accept Update or Save Request Info Propose Solution Propose Major Case Escalate Case: available to agents with the sn_customerservice.escalation_requester role De-escalate Case: available to agents with the sn_customerservice.deescalation_requester role Create Incident: Requires the Customer Service with Service Management plugin (com.sn_cs_sm), available to agents with the itil role Create Normal Change: Requires the Customer Service with Service Management plugin (com.sn_cs_sm), available to agents with the itil role Create Problem: Requires the Customer Service with Service Management plugin (com.sn_cs_sm), available to agents with the itil role Create Request: Requires the Customer Service with Request Management plugin (com.sn_cs_sm_request), available to agents with the itil role Create Knowledge: This UI action requires the following actions: Activate the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer) Set the sn_customerservice.enable_knowledge_kcs property to true Set the KCS Article template to true (navigate to Knowledge > Administration > Article Templates) Report Knowledge Gap Close Case, including: Select a resolution code. Enable a check box to automatically copy the resolution notes to the additional comments.
Account	Update account information Account Hierarchy Create Case
Contact	Update contact information Create Case
Consumer	Update consumer information Create a case for the consumer
Asset	Update asset information Create a case for the asset
Product Model	Create a case for the product model
Order	Create a case for the order
Service Contract	Create a case for the account
Entitlement	Create a case for the account

Related lists

The Interaction form includes the following related lists in CSM Agent Workspace. Clicking a record in a related list opens that record in a sub tab.

Details
Related Tasks: includes the cases and case tasks that have been created for this interaction.
Recent Interactions: includes interactions that have been created for the current contact or consumer.
Open Cases: includes open cases that have been created for the current contact or consumer.

The Case form includes the following related lists in CSM Agent Workspace. Clicking a record in a related list opens that record in a sub tab.

Details
SLAs
Tasks
Interactions: stores the channel and direction of each interaction associated with the case, either inbound or outbound. This related list also appears on the Account, Contact, and Consumer entity records.
Emails
Task Skills
Attached Knowledge
Escalations
Special Handling Notes List
Requests
Appointments
Social Logs
Blocked by

Agent Assist

Agent Assist is available on the Interaction form in CSM Agent Workspace. Users with the customer service agent role (sn_customerservice_agent) can use Agent Assist to search for information from an interaction. By default, the available search sources include Knowledge articles, Service Catalog, and Now Community blogs and posts.

For more information, see Set up Agent Assist.

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CSM Agent Workspace form features

CSM Agent Workspace form features include form headers, agent actions by form, related lists, account hierarchy, and special handling notes.

Form headers

Form headers provide a quick glance of case, account, or contact information. Form headers include a primary header and several secondary or subheaders.

The workspace administrator can configure the information included in the header for the Case, Account, and Contact forms. For more information, see Configure the form header for Agent Workspace.


Form	Primary Header	Secondary Headers
Case	Short description	Account and contact (B2B) Consumer (B2C) Priority State
Account	Account	Primary contact
Contact	Contact	Account

Account hierarchy

From the Account form, customer service agents can click the open hierarchy icon (

) in the Name field to see the parent-child account relationships in the Account Hierarchy pop-up window. The account hierarchy is available for accounts that have a parent or child account.

Customer service agents can:

Expand and collapse the tree structure.
Switch between the parent view and the full view of the account hierarchy.
Click an account to open the Account form in a sub tab.

For information about creating an account hierarchy, see Account hierarchy.

Special handling notes

Priority 1 — red
Priority 2 — yellow
Priority 3 — green
Priority 4 — blue

Agents can:

Dismiss individual notes. When all notes are dismissed, the pop-up window closes.
Close the window.

In the Special Handling Notes module on the platform:

Users with the sn_shn.admin role can configure special handling notes and specify properties.
Users with the sn_shn.admin or sn_customerservice_manager roles can create special handling notes.

Agent actions by form

Actions available to customer service agents appear in the form header as buttons or menu items. CSM Agent Workspace includes the following actions for customer service agents.

Note: Actions must be enabled for each form in Agent Workspace by the workspace administrator. For more information, see Enable UI actions for Agent Workspace


Form	Actions
Interaction	Verify Contact Verify Consumer Create a case Create a consumer
Case	Assign to me Accept Update or Save Request Info Propose Solution Propose Major Case Escalate Case: available to agents with the sn_customerservice.escalation_requester role De-escalate Case: available to agents with the sn_customerservice.deescalation_requester role Create Incident: Requires the Customer Service with Service Management plugin (com.sn_cs_sm), available to agents with the itil role Create Normal Change: Requires the Customer Service with Service Management plugin (com.sn_cs_sm), available to agents with the itil role Create Problem: Requires the Customer Service with Service Management plugin (com.sn_cs_sm), available to agents with the itil role Create Request: Requires the Customer Service with Request Management plugin (com.sn_cs_sm_request), available to agents with the itil role Create Knowledge: This UI action requires the following actions: Activate the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer) Set the sn_customerservice.enable_knowledge_kcs property to true Set the KCS Article template to true (navigate to Knowledge > Administration > Article Templates) Report Knowledge Gap Close Case, including: Select a resolution code. Enable a check box to automatically copy the resolution notes to the additional comments.
Account	Update account information Account Hierarchy Create Case
Contact	Update contact information Create Case
Consumer	Update consumer information Create a case for the consumer
Asset	Update asset information Create a case for the asset
Product Model	Create a case for the product model
Order	Create a case for the order
Service Contract	Create a case for the account
Entitlement	Create a case for the account

Related lists

The Interaction form includes the following related lists in CSM Agent Workspace. Clicking a record in a related list opens that record in a sub tab.

Details
Related Tasks: includes the cases and case tasks that have been created for this interaction.
Recent Interactions: includes interactions that have been created for the current contact or consumer.
Open Cases: includes open cases that have been created for the current contact or consumer.

The Case form includes the following related lists in CSM Agent Workspace. Clicking a record in a related list opens that record in a sub tab.

Details
SLAs
Tasks
Interactions: stores the channel and direction of each interaction associated with the case, either inbound or outbound. This related list also appears on the Account, Contact, and Consumer entity records.
Emails
Task Skills
Attached Knowledge
Escalations
Special Handling Notes List
Requests
Appointments
Social Logs
Blocked by

Agent Assist

For more information, see Set up Agent Assist.

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CSM Agent Workspace form features

CSM Agent Workspace form features

Form headers

Account hierarchy

Special handling notes

Agent actions by form

Related lists

Agent Assist

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CSM Agent Workspace form features

CSM Agent Workspace form features

Form headers

Account hierarchy

Special handling notes

Agent actions by form

Related lists

Agent Assist

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