CSM workspace interface overview

Get an overview of the CSM workspace and how it works.

Features

Manage multiple cases, accounts, and customers using these features available in both CSM Configurable Workspace and CSM Agent Workspace.

CSM Agent Workspace interface with Case form


Number	Workspace feature	Description
1	Multi-tab interface	Use tabs to easily navigate between multiple open records. Case records open in top-level tabs. Associated records, such as accounts and contacts, open in sub-tabs below the top-level tab.
2	Form header	Configurable fields in the form header give you a quick summary of case, account, and contact information.
3	UI actions	Use these buttons to perform actions such as creating a case or requesting information.
4	Ribbon	Configurable ribbon components display a contact or consumer summary, a timeline, and active SLAs.
5	Custom ribbon components	Create your own ribbon components and add them to the workspace. This example includes a custom component called Customer Insights.
6	Related lists	Click a tab to see the related information.
7	Form fields	The Details tab displays the form fields. For the Case form, the default layout displays case details side-by-side with the activity stream.
8	Activity stream	The activity stream displays a chronological record of case activities. For the Case form, the activity stream occupies a central location in the default layout, making it easy for agents to scroll through the case history.
9	Agent Assist	Search for information across multiple sources such as resolved cases, knowledge bases, and community sites. With Predictive Intelligence, agents can also view similar cases and recommendations about major issues and major cases. For more information, see Similar case recommendation.

CSM workspace interface overview

Get an overview of the CSM workspace and how it works.

Manage multiple cases, accounts, and customers using these features available in both CSM Configurable Workspace and CSM Agent Workspace.

CSM Agent Workspace interface with Case form


Number	Workspace feature	Description
1	Multi-tab interface	Use tabs to easily navigate between multiple open records. Case records open in top-level tabs. Associated records, such as accounts and contacts, open in sub-tabs below the top-level tab.
2	Form header	Configurable fields in the form header give you a quick summary of case, account, and contact information.
3	UI actions	Use these buttons to perform actions such as creating a case or requesting information.
4	Ribbon	Configurable ribbon components display a contact or consumer summary, a timeline, and active SLAs.
5	Custom ribbon components	Create your own ribbon components and add them to the workspace. This example includes a custom component called Customer Insights.
6	Related lists	Click a tab to see the related information.
7	Form fields	The Details tab displays the form fields. For the Case form, the default layout displays case details side-by-side with the activity stream.
8	Activity stream	The activity stream displays a chronological record of case activities. For the Case form, the activity stream occupies a central location in the default layout, making it easy for agents to scroll through the case history.
9	Agent Assist	Search for information across multiple sources such as resolved cases, knowledge bases, and community sites. With Predictive Intelligence, agents can also view similar cases and recommendations about major issues and major cases. For more information, see Similar case recommendation.