Configure ribbon components to give your agents only the information they need.

Before you begin

Role required: workspace_admin
You can configure attributes for the following Customer Service Management ribbon components:
  • Customer 360: displays customer information such as the contact or consumer name, email address, and phone numbers. This component includes fields for both a primary user and a secondary user. If the system does not find a valid primary user in the configured table, it then queries for the secondary user.
    Note: With the CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts) plugin, a tertiary user, the internal contact, is also available.
  • Timeline: displays a summary of case activities, including case state changes and interactions between the agent and the customer. It also shows how much time that the agent and customer, or requester, spent on the case. The timeline ribbon component uses the resolution shaper configuration for the selected entity table, for example, the Case table.
    Note: If the Resolution Shaper Configs table (sys_resolutionshaper_config) does not have a record for the selected entity table, the timeline component displays a message that a configuration is not available.

Procedure

  1. Navigate to All > Workspace Experience > Forms > Ribbon Settings and then click the desired component.
  2. To configure the Customer 360 component, click Customer 360, fill in the fields in the Ribbon Component Attributes section of the form, and click Update.
    FieldDescription
    Primary user The reference field from the table selected in the Table field that provides customer information for the primary user. For example, Contact.
    Primary reference table The table that stores information for the Primary user field.
    Primary fields The reference fields from the Primary reference table that provide additional information for the Primary user.
    Secondary user The reference field from the table selected in the Table field that provides customer information for the secondary user. For example, Consumer.
    Secondary reference table The table that stores information for the Secondary user field.
    Secondary fields The reference fields from the Secondary reference table that provide additional information for the Secondary user.
    Tertiary user The reference field from the table selected in the Table field that provides customer information for the tertiary user. For example, Internal contact.
    Note: The fields for the tertiary user are available with the CSM Extension for Proxy Contacts (com.snc.csm_proxy_contacts) plugin.
    Tertiary reference table The table that stores information for the Tertiary user field.
    Tertiary fields The reference fields from the Tertiary reference table that provide additional information for the Tertiary user.
  3. To configure the timeline component:
    1. Click Timeline.
    2. In the Ribbon Component Attributes section of the form, select a role in the Fulfiller role field.

      All of the case activities that are performed by the user with the selected fulfiller role are displayed in the timeline component as from the fulfiller. The other case activities are displayed as from customers. For CSM, the default fulfiller role is sn_esm_agent.

      The timeline ribbon component uses the resolution shaper configuration for the selected entity table. In this configuration, you can set the labels for the fulfiller and requester fields that appear in the timeline.

      The Fulfiller Label on the Resolution Shaper Config form should match the timeline component 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.
      Note:

      Changes that you make to the resolution shaper configuration affect both Agent Workspace and the platform interface.

    3. Click Update.