The form ribbon provides includes components that display relevant information about a case and provide agents with a quick overview of the case details. These components can include a contact or consumer summary, a timeline, and SLA details.

In addition to viewing case information, agents can use links in the ribbon components to place phone calls or create email messages. Agents can also show or hide the ribbon as needed by clicking a button at the top of the ribbon.

Customer Service Management ribbon components

For Customer Service Management, you can configure the ribbon for the Case form to include one or more of the available ribbon components:
  • Customer 360
  • Timeline
  • Active SLAs
  • Time to resolve component

Customer 360 ribbon component

The Customer 360 component displays customer information such as the contact or consumer name, email address, and phone numbers.
Figure 1. Customer 360 ribbon component
Component showing customer contact information, including name, email address, and phone numbers.

You can configure the Customer 360 component to display different fields, such as the fields described in the following table.

FieldDescription
Header The header includes customer information.
  • For B2B customers: Displays either the Primary Contact or Contact.
  • For B2C customers: Displays the Consumer.
  • For internal contacts with the proxy contact role (sn_customerservice.proxy_contact): Displays the Internal contact.
    Note: Requires the CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts) plugin.
Avatar A graphic representation of the customer's identity, such as an image or icon.
Name The customer's name.
Title The customer's title.
Account For B2B customers, the account associated with the contact.
Phone numbers
  • For contacts: Mobile phone and Business phone
  • For consumers: Mobile phone and Home phone
Email address The customer's email address.
The Customer 360 component supports dot walking on selected reference tables. You can display fields from these tables:
  • User [sys_user]
  • Contact [customer_contact]
  • Consumer [csm_consumer]
If you configure the Customer 360 component to display information from a dot-walked field, the label for that field shows the Column name instead of the Table.Column name.
Note: For B2B customers, the Customer 360 component can also include colored tags that indicate Very Important Person (VIP) accounts and escalated accounts.
From the Customer 360 component, agents can perform the following actions.
Action Description
Email a contact or consumer Agents click the address in the Email field to send an email to the contact or consumer. This action opens a new email in the email editor with the following fields auto-populated:
  • To: the contact or consumer email address
  • Subject: the case number and short description
Call a contact or consumer If phone integration is enabled, agents click a number in one of the phone number fields to call the contact or consumer. The OpenFrame window displays information about the contact or consumer name and the account.
View the account record Agents click the Account link to open the account record.

Timeline ribbon component

The timeline component displays a chronological summary of case activities, including case state changes and interactions between the agent and the requester (typically the customer). It also shows how much time that the fulfiller and requester spent on the case.
Note: The workspace administrator can select the agent role when configuring the timeline component attributes.
Figure 2. Timeline ribbon component
Timeline component displaying a summary of case activities and the time spent on each case. For the color code information, refer to the legend row in the Timeline features table.
The timeline uses icons to display events and colors to show ranges of time, such as when the case is with the agent or the customer. Agents can point to event icons in the timeline to display tooltips with additional information.
Note: The timeline component uses the resolution shaper configuration for the selected entity table, for example, the Case table.
The timeline includes the following features:
Table 1. Timeline features
Timeline featureDescription
Global start and end dates The global start date is the date that the case was created. The global end date is the date that the case was closed.
Start and end dates The start and end dates that identify a specific window of time on the timeline. The default window is one week.
  • The default end date is the current date.
  • The default start date is the current date minus 7 days.
Header A configurable title for the timeline. With the system administrator role, you can add a title in the Name field on the Ribbon Setting form.
Legend Click Show Details to display event and range summary information.
Figure 3. Legend summary information
Legend summary displaying events and the range of time spent on activities.
Events Events are represented on the timeline using icons. Each type of event has a corresponding unique icon. The time that an event occurred is also captured so that events are displayed on the timeline in chronological order.
Grouped events Events that occur close together can be grouped and represented using a group icon. When events are grouped, the timeline displays a badge icon with the number of events in the group.
Event summaries Event summaries appear in the timeline legend. Each summary lists the event and the number of times it occurred.
Note: An event summary includes occurrences of the event over the life of the object visualized on the timeline.
Time ranges Time ranges are represented on the timeline using colors. Each range has a corresponding unique color and a start and end time. The following default ranges include:
  • Blue: with the agent
  • Green: with the customer
Time range summaries Time range summaries appear in the timeline legend. Each summary lists the range, the corresponding color, and the total duration.
Note: A range summary includes occurrences of the range over the life of the object visualized on the timeline.
Tooltips Point to event icons to display additional information.
Zoom Zoom in on the timeline to see more details in a smaller time window or zoom out to see more events in a larger time window.
  • Click the zoom in or zoom out icons on the timeline.
  • Use the zoom in and zoom out features on the keyboard (Ctrl + + and Ctrl + -).
  • Use the zoom in and zoom out features on the cursor.
Pan Pan left and right to view newer or older events.
  • Pan left in the timeline to view older events by clicking the left caret icon (<). Panning to the left stops when the timeline reaches the specified global start date.
  • Pan right in the timeline to view newer events by clicking the right caret icon (>). Panning to the right stops when the timeline reaches the specified global end date.
Reset the timeline Click Now to reset the timeline to the default view after panning or zooming. The timeline resets using the time that the button was clicked as the end date and time.
Messages The timeline displays messages for the following events:
  • There is no data to be displayed.
  • The timeline experiences a loading error.

Active SLA component

The Active SLA component displays active SLAs for the case, including time remaining, the SLA state, and any breaches. If a case has multiple SLAs, the SLA with the most imminent deadline is shown first. Pointing to the SLA component displays left and right navigation arrows that agents can use to view the other SLAs.
Figure 4. SLA ribbon component
SLA ribbon displaying the time remaining for the SLA. For the color code description, refer to the text that follows.
Color coding within the component indicates the time remaining for the SLA:
  • Green: 0–50%
  • Yellow: 50–75%
  • Orange: 75–99%
  • Red: 100% or breached

Time to resolve component

The time to resolve component displays the estimated time required for an agent to resolve the case.
Note: The time to resolve component requires the Predictive Intelligence for Customer Service Management plugin (com.snc.csm_ml). For more information, see Estimated time to resolve a case.
Figure 5. Time to resolve component
Ribbon component displaying the estimated time required by an agent to resolve a case.

In this image, the estimated time that the agent will need to resolve the opened case is 0 to 2 days. Hence, the upper bound value is displayed. The estimated time is calculated from the time the case was created. If the range for example, is between 2 to 4 days, both the lower and upper bound values are displayed.

The Time to resolve component also displays the prediction for SLA breach if the case is attached to an SLA.

Following are a list of SLA messages displayed and the action required when they appear.
SLA messagesTask
No resolution SLA exists for this case Set the value in the Target field to Resolution in the SLA Definition form.
Repair resolution SLA to add breach time Click Repair on the Task SLA form.
Highly likely to breach resolution SLA None
Highly unlikely to breach resolution SLA None
Likely to breach resolution SLA None
Unlikely to breach resolution SLA None

Configuring ribbon components

You can configure ribbon components as follows:
  • For CSM Agent Workspace, you can configure the ribbon layout if you have the workspace administrator role (workspace_admin). This includes the components to display in the ribbon, the order in which the components appear, and the component width. You can also configure display attributes for some of the components. For more information about ribbon configuration, see Set up ribbons in workspace.

    For some of the components, you can also configure attributes, such as the fields to include in the Customer 360 component.

  • For CSM Configurable Workspace, you can create a ribbon setting and add that setting to a ribbon configuration. For more information, see Set up a ribbon configuration in CSM Configurable Workspace.
    Note: One ribbon configuration, CSM/FSM Configurable Workspace Ribbon Config, is included with CSM Configurable Workspace.
You can also display the form ribbon in the form ribbon in the Contextual side panel. For more information, see Display the form ribbon and form header secondary values in the Contextual side panel.

Ribbon configurations in CSM workspaces support domain separation.