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 headerAccount 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.
Figure 2. Agent Workspace for CSM Account Hierarchy pop-up windowThe 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.
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 )
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
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 .
