Use CSM Agent Workspace

Use CSM Agent Workspace to interact with customers, create and work on cases, and resolve issues.

Use case tasks

Perform these case-related tasks as needed:


Task	Description
Look up and verify a contact or consumer	Look up contact or consumer information, review and confirm the details, and then populate the information on the interaction record.
View install base information in Agent Workspace	View a customer’s install base to quickly identify the support they require as well as opportunities for adoption and upsell.
Create a request, incident, problem, or change	With the itil role, you can create incident, problem, change, and request records from open cases.
Respond to a community thread from a case	For cases that are created from a community discussion, you can view and respond to the discussion in a new browser tab.
Use response templates to add information to cases and case tasks	Copy content from response templates and add it to cases and case tasks.
Manage skills for a customer service case	Add or remove optional and mandatory skills for a customer service case.

For additional customer service agent tasks, see Manage customer service cases.

Perform these case-related Knowledge tasks as needed.


Task	Description
Search for knowledge articles, including similar knowledge articles	Use Agent Assist to search for knowledge articles that are similar to the current case.
Open a knowledge article in a sub tab	After searching for a knowledge article in Agent Assist, open the article in a sub-tab.
Create a knowledge article from a case	If you generate useful information as part of resolving a case, store that information by creating a knowledge article.
Report a knowledge gap	If you cannot find relevant knowledge articles that could help resolve a case, report a knowledge gap and create a knowledge feedback task.
Respond to a community thread from a case	For cases created from community discussions, you can respond to a discussion in a new browser tab.

Use CSM Agent Workspace to interact with customers, create and work on cases, and resolve issues.

Perform these case-related tasks as needed:


Task	Description
Look up and verify a contact or consumer	Look up contact or consumer information, review and confirm the details, and then populate the information on the interaction record.
View install base information in Agent Workspace	View a customer’s install base to quickly identify the support they require as well as opportunities for adoption and upsell.
Create a request, incident, problem, or change	With the itil role, you can create incident, problem, change, and request records from open cases.
Respond to a community thread from a case	For cases that are created from a community discussion, you can view and respond to the discussion in a new browser tab.
Use response templates to add information to cases and case tasks	Copy content from response templates and add it to cases and case tasks.
Manage skills for a customer service case	Add or remove optional and mandatory skills for a customer service case.

For additional customer service agent tasks, see Manage customer service cases.

Perform these case-related Knowledge tasks as needed.


Task	Description
Search for knowledge articles, including similar knowledge articles	Use Agent Assist to search for knowledge articles that are similar to the current case.
Open a knowledge article in a sub tab	After searching for a knowledge article in Agent Assist, open the article in a sub-tab.
Create a knowledge article from a case	If you generate useful information as part of resolving a case, store that information by creating a knowledge article.
Report a knowledge gap	If you cannot find relevant knowledge articles that could help resolve a case, report a knowledge gap and create a knowledge feedback task.
Respond to a community thread from a case	For cases created from community discussions, you can respond to a discussion in a new browser tab.