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1.0.0
Australia Patch 1
Generative AI
Customer Service Management Prime includes everything in CSM Advanced — the full customer service platform with GenAI, agentic AI, and omnichannel engagement — plus Autonomous Workforce with AI Specialists, and Workforce Optimization to plan, schedule, and manage your service workforce at scale.
- Forecast demand and optimize agent scheduling with shift-based assignment, schedule adherence tracking, and team performance management.
- Access all CSM Advanced capabilities, including agentic case triage, customer 360 insights, AI Voice Agents, GenAI summarization and recommendations, and the full omnichannel platform.
- Get expanded portal visit entitlements (4,000 per fulfiller/month vs. 2,000 in Advanced) for higher-volume self-service operations.
- All CSM Advanced capabilities, plus...
- Autonomous Workforce – CRM Case Management AI Specialist
- Workforce Optimization – Forecast demand, schedule agents, manage shifts, track adherence, and monitor team performance from a unified workspace
New release
- Required plugins and products: Customer Service Management (com.sn_customerservice)
- Dependencies: Now Assist - platform
- Install the latest version of CSM Configurable Workspace: SR - CSM - CSM Configurable Workspace Bundle v4.0 or higher