0
25.4.2
Zurich, Yokohama, Xanadu
CSM Configurable Workspace is a user interface that provides agents with the tools they need to answer customer questions and resolve customer issues. The Workspace UI is built to improve agent productivity and facilitate resolutions.
New Features
- Email Interaction Enhancements: We’ve modernized the email compose experience! You’ll notice reversed activity stream sorting and quick access to related emails and attachments right from the case record, making email interactions smoother and more contextual.
- State Field Control: The State field is now read-only on the Front-line and CSM default record pages. This ensures changes happen only through proper UI actions, keeping processes consistent and error-free.
- Introducing the ‘Follow’ Button: Want to stay in the loop? A new configurable Follow button on case pages lets you track updates easily. Admins can enable or disable this at the site level.
- Activity Stream Optimization: Cleaner, more responsive design with less white space and improved visuals for a better experience across all devices.
- Knowledge Article Recommendations: Get smarter suggestions! Machine learning now recommends similar knowledge articles based on case descriptions, with Now Assist integration for helpful actions and messaging tips.
- Thin Compose on Interaction Pages: Thin Compose is here (default off) for CSM, Voice, Email, and Center chat interaction record pages, bringing new productivity features to your workflow.
- Responsive Pages & Resizable Panes: Interaction, case, and chat pages now adapt beautifully to smaller screens. Plus, you can resize panes and enjoy modeless dialogs that fit your view.
- Task activity timeline preset and controller: Use this preset and controller to add the Timeline component as a flexible, standalone timeline for activity history that you can place anywhere in the workspace.
- Notifications via Mentions: Get instant in-app notifications when you’re mentioned in work notes, comments, or emails, with accurate counts and quick navigation to the right record.
- Performance Improvements: Faster chat acceptance times and ongoing optimizations for smoother agent and customer interactions.
- Defect Fixes: We’ve squashed bugs! Fixes include UI action issues, access errors, sidebar clicks, metric script problems, field dependency failures, and watchlist visibility glitches.
New Features
- Email Interaction Enhancements: We’ve modernized the email compose experience! You’ll notice reversed activity stream sorting and quick access to related emails and attachments right from the case record, making email interactions smoother and more contextual.
- State Field Control: The State field is now read-only on the Front-line and CSM default record pages. This ensures changes happen only through proper UI actions, keeping processes consistent and error-free.
- Introducing the ‘Follow’ Button: Want to stay in the loop? A new configurable Follow button on case pages lets you track updates easily. Admins can enable or disable this at the site level.
- Activity Stream Optimization: Cleaner, more responsive design with less white space and improved visuals for a better experience across all devices.
- Knowledge Article Recommendations: Get smarter suggestions! Machine learning now recommends similar knowledge articles based on case descriptions, with Now Assist integration for helpful actions and messaging tips.
- Thin Compose on Interaction Pages: Thin Compose is here (default off) for CSM, Voice, Email, and Center chat interaction record pages, bringing new productivity features to your workflow.
- Responsive Pages & Resizable Panes: Interaction, case, and chat pages now adapt beautifully to smaller screens. Plus, you can resize panes and enjoy modeless dialogs that fit your view.
- Task activity timeline preset and controller: Use this preset and controller to add the Timeline component as a flexible, standalone timeline for activity history that you can place anywhere in the workspace.
- Notifications via Mentions: Get instant in-app notifications when you’re mentioned in work notes, comments, or emails, with accurate counts and quick navigation to the right record.
- Performance Improvements: Faster chat acceptance times and ongoing optimizations for smoother agent and customer interactions.
- Defect Fixes: We’ve squashed bugs! Fixes include UI action issues, access errors, sidebar clicks, metric script problems, field dependency failures, and watchlist visibility glitches.
Customer Service Management plugin (com.sn_customerservice)