Set up a Configurable Workspace for your users so they can engage with customers, answer questions, create cases, and resolve issues.

A Configurable Workspace is a workspace that is built using UI Builder components.

Complete the following tasks to set up Configurable Workspace:
  1. Set up Configurable Workspace using guided setup.
  2. Set up the necessary communication channels and routing.
  3. Set up additional components specific to Configurable Workspace.

Set up Configurable Workspace using guided setup

You can set up Configurable Workspace by using the Customer Service Management Guided Setup. To use the guided setup:
  1. Navigate to Customer Service > Administration > Guided Setup.
  2. Click Get Started.
  3. Scroll through the list of guided setup categories until you reach CSM Configurable Workspace.
  4. Click Get Started in the CSM Configurable Workspace category.
The Configurable Workspace category takes you to the Configurable Workspace Guided Setup, which provides a sequence of workspace configuration tasks. Use these tasks to configure:
  • Branding & theming
  • Tab settings
  • Classic Environment (lists and forms)
  • Search sources
  • Notifications
  • Advanced Work Assignment (AWA)
  • Landing pages
  • OpenFrame
  • Playbooks

You can use UI Builder to configure Configurable Workspace landing pages.

For more information, see the Work with pages topic in the UI Builder documentation.

Set up additional Configurable Workspace components

Complete these tasks to set up the components that are specific to Configurable Workspace.
Create a Configurable Workspace landing page
The landing page is an agent's initial view of the workspace. The Landing Page is included with the Customer Service plugin. You can modify this landing page or you can create and modify a page variant in UI Builder.
Set up a form header in Configurable Workspace
Configure form headers that provide a quick summary of case, account, or contact information.
Set up a highlighted value in a form header in Configurable Workspace
Configure fields that appear as highlighted values in form headers in Configurable Workspace.
Set up a form action in configurable workspace
Create form actions that link to UI actions so that you can use the UI actions in Configurable Workspace.
Configure journal field tile icons and colors with dictionary attributes
You can configure the icons and colors in your journal field tiles that appear in your activity stream, by assigning an attribute and value to your Work notes dictionary. The following attributes can be configured.
  • Workspace tile icon background color.
  • Workspace tile icon.
  • Workspace color variant.