Set up ribbons in Agent Workspace to help agents quickly scan relevant information about a record, such as the record's time line, a customer summary, and record SLAs.

Before you begin

Role required: workspace_admin

Ribbons provide contextual information about the record displayed in the form. Ribbons do not display by default. Each ribbon can have multiple components and each can occupy a configured amount of screen space. You cannot configure what is in each ribbon component. Ribbon components include:

• Customer360—Provides contact information about the account, contact, or consumer in the record.

  

• Timeline—Shows an at-a-glance overview of the activities associated with the record, for example, was there a lot of activity early on and then things went quiet for a while? Were there long delays in communications between the agent and the customer's response? On the right side, the timeline shows how long the agent spent working on the case (With Agent) and how long the agent has waited for info from the customer (With Customer). A case is considered to be with the agent when it is in the New, Open, or Closed state. A case is considered to be with the customer when it is in the Awaiting Info or Resolved state.

  

• Active SLA—Provides a countdown to the time when the record violates SLA standards.

  

You associate ribbons with tables. Only one ribbon can be associated with a table. Whenever an agent selects a record from a table associated with a ribbon, the ribbon appears. If the agent then selects a record from a table not associated with a ribbon, the ribbon disappears.

You add components to ribbons one at a time. To add multiple components to a ribbon, repeat the following procedure multiple times, each time adding a different component. You must also repeat the following procedure for each table you want to associate with a ribbon.

1. Navigate to Workspace Experience > Forms > Ribbon Settings.
2. Click New.
3. On the New record form, fill in the fields.

   Field	Description
   Name	Label that describes this ribbon setting. It often includes the table associated with this ribbon.
   Ribbon component	Component to add to the ribbon, including Customer360, Timeline, Active SLA or a custom ribbon component. You can only add one component at a time. To make a second component appear in the ribbon, repeat this procedure and add a different component.
   Table	Table associated with this ribbon. Any time an agent selects a record from this table, the ribbon appears with this component.
   Width	Number of columns the component occupies in the ribbon. The width of the page is 12 columns. When using multiple components, the total combined width of all the components must equal 12 or less.
   Application	Scope of this ribbon. Global means the ribbon works with all applications.
   Workspace	The workspace that uses this ribbon configuration. If this field is empty, the ribbon configuration applies to all workspaces. The Workspace field is empty by default.
   Order	Location of this component in the ribbon. Ordering the components goes from left to right. For example, if you associated three components with a table, the component with the lowest order would be on the left and the component with the highest order would be on the right.
   Active	Toggle to turn this component on/off in the ribbon for this table.
   Inherit	If set to true, the ribbon configuration can be inherited by child tables. For this to be effective, a child table should not have any configured ribbon settings. The Inherit field is false by default.

4. Right-click the header and select Save.
   If the Ribbon component is either Customer360 or Timeline, the Ribbon Component Attributes form appears so you can specify the values that go into the component. Other ribbon component type attributes are not configurable.
5. (Optional) Add a custom component to the ribbon.
   1. Click the magnifying glass icon () next to Ribbon component.
   2. In the Ribbon Components form, click New.
   3. In the form, fill in the fields.

      Table 1. Ribbon Component

      Field	Description
      Name	Name of the Now component.
      UX Component	Click the magnifying glass icon (), in the Application column, find components associated with Agent Workspace and select one. Alternative, click New to associate a script with a new component you've written and then add that in the UX Component field.
      Description	Short description of the Now component.
      Application	Application that this component applies to. Global means that the component applies to all applications.

   4. Click Submit on the Ribbon Components form.
   5. Click Submit on the New record form to add the Now component to the ribbon.
6. In the Ribbon Component Attributes form, fill in the values. The form depends on the Ribbon component.
   1. If your Ribbon component is Customer360, fill in the form.

      The values specify the source and the kind of the information displayed in this component.

      Field	Description
      Primary user	Table column in the Primary reference table to use when retrieving name and contact information for this component, for example, Assigned to or Caller. If this value is missing in the table, Agent Workspace inserts the values specified in Secondary user.
      Primary reference table	The table that stores information for the Primary user field.
      Primary fields	Table column values in the Primary reference table displayed in this component, for example, name, email, phone number, etc.
      Secondary user	Table column in the Secondary reference table to use when retrieving name and contact information for this component if the value is missing for the Primary user. For example, Assigned to. If this value is missing in the table, Agent Workspace inserts the values specified in Tertiary user.
      Secondary reference table	The table that stores information for the Secondary user field.
      Secondary fields	Table column values in the Secondary reference table displayed in this component, for example, name, email, phone number, etc. when Agent Workspace uses the Secondary user.
      Tertiary user	Table column in the Tertiary reference table to use when retrieving name and contact information for this component if the value is missing for the Secondary user . For example, Assigned to. If this value is missing, no information displays in this component.
      Tertiary reference table	The table that stores information for the Tertiary user field.
      Tertiary fields	Table column values in the Secondary reference table displayed in this component, for example, name, email, phone number, etc. when Agent Workspace uses the Tertiary user.

   2. If your Ribbon component is Timeline, specify the role of the person who works on the task summarized in the record.

      Generally, the fulfiller is the agent, for example, sn_esm_agent. The fulfiller role is different for different versions of Agent Workspace, for example, ITSM and CSM. The timeline shows activities performed by the fulfiller and requester. You can configure the fulfiller and requester labels in the time line using the Resolution Shaper. The Fulfiller Label in the Resolution Shaper Config form should match the Fulfiller role attribute. For example, if the Fulfiller role is set to sn_esm_agent, which is an agent role, the Fulfiller Label should refer to an agent. For more information about the resolution shaper configuration, see Customer service case timeline.

7. Click Submit.
   The ribbon appears when an agent selects a record from the specified table. Each component is filled with the information specified in the ribbon component attributes.

   

8. (Optional) Repeat this procedure if you want to add a different component to the same ribbon, or if you want to add a ribbon to a different table.