Customize your Workspace

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Customize your Workspace

Release version:
Yokohama
Xanadu
Washington DC
Vancouver
UpdatedJan 30, 2025
5 minutes to read

Yokohama
Navigation and UI

Customize Workspace to display the components you want to see.

Before you begin

Role required: agent

About this task

You can hide some workspace components if you don't intend to use them. You can always un-hide them in the future. The following image gives you the layout of the Record view, which is where you do most of your work and can customize the most features.

Record view

Procedure

Click your profile image and expand the Settings menu.

Pushing the sliders to the right displays the component. Pushing the sliders left hides the component. The following steps explain each slider.
1. Push the Show Ribbon slider to the right to display the ribbon.
  
  The ribbon provides high-level information related to the open record, including the requester's contact information, timeline of agent-requester interactions, issue SLA, and, potentially, custom components created by your system administrator. Your system administrator configures which ribbon elements appear.
2. Push the Show Sidebar slider to the right to display the Contextual side panel.
  
  The Contextual side panel automatically provides suggestions for resolving issues, enables you to search for additional solutions, attaches solutions to your comments in the Activity Stream, and saves you time by using templates to fill out record fields with standard values. Make sure this slider is turned on.
3. Push the Wrap list text slider to the right to wrap text onto the next line for record fields in List view.
  
  Wrapped text makes the columns narrower in List view. The following image displays wrapped text:
  
  The following image displays unwrapped text:
4. Push the Show Banners slider to the right to display notifications.
  Notifications display when updates occur to records you're working on.
  
  Regardless of whether you display notification banners, you can access your notifications by clicking the notification icon () in the top, right of workspace.
5. Push the Show badge count slider to the right to display the number of unread notifications you have beside the notification icon ().
Set up the Compose editor, which is what you use to communicate with requesters and to enter internal notes for fellow agents about work you've done on a record.
1. Configure the composition editor in Activity stream by clicking the configuration icon ().
  
  Note: Your system administrator controls whether these sliders appear. If one or both sliders don't appear, talk to your system administrator.
2. Push the Rich Text Editor slider to the right to use the rich text editor.
  
  The rich text editor includes formatting icons for bold, italics, underlining, font, and so forth, as shown in the previous image at the top of each text field.
3. Push the Stacked View slider to the right to display two text-entry boxes, one to enter comments for external requesters and one to enter internal notes for yourself and fellow agents, as shown in the previous image.
  Internal notes are only visible to you and fellow agents. External comments are visible to agents and sent to requesters. The following image shows the unstacked view, which is a single, text entry box with tabs to enter external comments and internal, work notes.
  
  The pros and cons of these views:
  - The stacked view might make it clearer whether you're entering comments for fellow agents or external requesters.
  - The unstacked view consumes less space in Activity stream.
  - The stacked view enables you to copy and paste a message and send it to internal and external audiences.
Click one of the icons () at the bottom of workspace to select whether you want to display only the Form pane, only the Activity stream, or both (the default).
- Form pane only icon ()—Workspace displays the Form pane but not the Activity stream to create a wider view of the Form pane. The Form pane displays details of the open record.
- Form pane and Activity stream icon ()—Workspace displays both the Form pane and Activity stream in equally-sized panes. You can drag the boundaries of the panes to resize them. This setting is the default.
- Activity stream only icon ()—Workspace displays the Activity stream but not the Form pane to create a wider view for the Activity stream. The Activity stream enables you to communicate with requesters and to make internal notes about the work done on the open record.
Set up chat notifications.
1. Click the inbox icon ().
  The Inbox pane appears.
2. Click the gear icon ().
  The configuration sliders appear.
  
  Desktop Notifications are text boxes that temporarily appear on the screen. Regardless of the settings, when something is in the inbox, a circle appears to the top, left of the inbox icon (), and the number of items in the inbox to the top right. The color of the circle matches the agent's status. For example, when an agent is Available, the circle is green.
3. Set the sliders accordingly for audio alerts and desktop notifications.