0
25.3.2
Zurich, Yokohama, Xanadu, Washington DC, Vancouver Patch 4
CSM Configurable Workspace is a user interface that provides agents with the tools they need to answer customer questions and resolve customer issues.
New Features
- CSM Centered Chat Interaction Page: Redesigned interaction page with a modernized, central chat component for front-line chat agents.
- Thin Compose Modeless Dialogs: Start comments, work notes, or emails from the activity stream in a non-blocking dialog.
- Lookup Component Improvements: New, streamlined Lookup component replaces previous Lookup and Verify on CSM Configurable Workspace pages.
- Inbox Auto-hide: Inbox panel collapses upon item selection for better screen focus.
- Customer History updates
- New options for quarterly time grouping, custom feed icons/colors, and feeds sorted by last updated date.
- Dynamic refresh for history feeds relevant to the current context.
- Recommended Actions Enhancements
- Set as the first tab for instant agent access across all major CSM pages.
- Loads asynchronously to keep the UI responsive.
- Agents can now send KB articles via SMS for voice interactions.
- Default recommendations available to Pro customers with contextual insights, such as similar cases.
- Special Handling Notes: Easily access special handling information from the case record action bar across key tables.
- Alert Dismissal Configuration: Choose between auto or manual alert dismissal globally or per alert to reduce overload and enhance focus.
- ServiceNow Link Manager Chrome Extension: Consolidate ServiceNow tabs and easily share record links via common collaboration platforms. Cross-platform support and easy on/off control.
- Coral Theme Default: The fresh, brand-neutral Coral theme is now the default for new experiences. Includes a dark theme option.
- List Parity Between UI16 and Workspace: we now have column search, right click and filter out, conditional builder.
- Callback Component for Voice Interactions: Agents can return customer calls and create interaction records during callbacks. This requires an additional omnichannel plugin. It is not part of the configurable workspace.
New
- CSM Centered Chat Interaction Page: Redesigned interaction page with a modernized, central chat component for front-line chat agents.
- Callback Component for Voice Interactions: Agents can return customer calls and create interaction records during callbacks.
- Thin Compose Modeless Dialogs: Start comments, work notes, or emails from the activity stream in a non-blocking dialog.
- Lookup Component Improvements: New, streamlined Lookup component replaces previous Lookup and Verify on CSM Configurable Workspace pages.
- Inbox Auto-hide: Inbox panel collapses upon item selection for better screen focus.
- Alert Dismissal Configuration: Choose between auto or manual alert dismissal globally or per alert to reduce overload and enhance focus.
- ServiceNow Link Manager Chrome Extension: Consolidate ServiceNow tabs and easily share record links via common collaboration platforms. Cross-platform support and easy on/off control.
- Coral Theme Default: The fresh, brand-neutral Coral theme is now the default for new experiences. Includes a dark theme option.
Changed
- Customer History updates
- New options for quarterly time grouping, custom feed icons/colors, and feeds sorted by last updated date.
- Dynamic refresh for history feeds relevant to the current context.
- Recommended Actions Enhancements
- Set as the first tab for instant agent access across all major CSM pages.
- Loads asynchronously to keep the UI responsive.
- Agents can now send KB articles via SMS for voice interactions.
- Default recommendations available to Pro customers with contextual insights, such as similar cases.
- Special Handling Notes: Easily access special handling information from the case record action bar across key tables.
- List parity between UI16 and workspace: we now have column search, right click and filter out, conditional builder.
No required plugins