Case Management · Topic 3 of 3
CSM Workspace, Case Digests and Service Definitions
CIS-CSM case work: CSM Configurable Workspace landing page and side panel, case digests with action summaries and post case reviews, service definitions.
- 5 min
- The CSM Landing Page lists assigned cases and case tasks with metrics; the active page with the lowest order wins.
- The contextual side panel is configured per record page.
- Service definitions link products, a case type, a playbook, a record producer, default values and categories.
What it is
The CSM Configurable Workspace is where agents work cases. It gives them a landing page of their work, a case record page with tabs, and a contextual side panel of tools beside the record.
Two features shape the case work inside it. Service definitions help agents and customers pick the right kind of case, and case digests send structured updates about important cases to customers and stakeholders.
How it works
The workspace
The default CSM Landing Page comes with the Configurable Workspace plugin. It lists the cases and case tasks assigned to the agent, with agent, group and organization metrics.
Admins can build more landing pages in UI Builder. Only the active page with the lowest order number is shown to a user, because a lower order value takes precedence.
The case record page opens on a Details tab, with related lists for linked records such as case tasks and work orders. The contextual side panel holds tools beside the record, and its tabs are configured per record page.
| Workspace part | What the agent gets |
|---|---|
| Landing page | Assigned cases and case tasks, plus metrics |
| Record page | The case form, sub tabs and related lists |
| Contextual side panel | Record information, Recommended Actions search, attachments, response and email templates, related lists |
| Global search | Search across several record types from the Unified Navigation search field |
Service definitions
A service definition describes a service the business offers to support a product or service it sells. It comes with the Customer Service Case Types plugin (com.snc.csm_case_types) and is created under All > Customer Service > Administration > Service Definitions.
| A service definition links | Why |
|---|---|
| Products | One or more product models or sold products; or general, for all products |
| Case type | The process and data the agent needs for that service |
| Playbook | Step by step guidance shown on the case |
| Record producer | The catalog item customers use on the portal |
| Default field values | Values filled in when the record is created |
| Categories | Group services; one service can sit in several categories |
| Related services | Parent and child links, such as case task services under a case service |
The system administrator defines and configures service definitions. Each one has a name, a target table and a service category.
How agents and customers use service definitions
In the workspace, the agent uses the case type selector. They pick the customer's product, and with "This case is for an owned product" checked only that product's services show. They filter by category, pick a service and choose Create Case; the case type comes from the service.
If a playbook is linked, it appears in a tab on the case. The case task type selector works the same way for tasks, from case task lists, the case record, playbook stages and the side panel.
On the Customer Service Portal or Consumer Service Portal, customers open the Services widget from their sold products or install base items. The selected service opens its record producer, which can fill fields such as the product model, and submitting it creates a case of the correct type.
Case digests
The case digest feature sends regular updates and resolution information for high priority cases. It comes with the Case Digests plugin (com.sn_csm_case_digest), set up through Guided Setup under the Case Management tasks.
| Digest type | When | Content |
|---|---|---|
| Case action summary | While the case is in progress | Actions taken and next steps |
| Post case review | After the case is resolved | Problem, affected assets, cause, resolution and preventive measures |
A case digest configuration decides which case information is captured and which template builds the document. A mapping identifies the case type fields copied into the summaries and reviews.
When an agent publishes a digest with the notify option, an email with the summary goes to the recipients listed on it. A post case review can use an optional approval flow, chosen in the configuration and built in Workflow Studio.
How the exam asks about this
- "Agents keep choosing the wrong case type for warranty repairs." Create a service definition that links the product, the warranty case type and a playbook, so the case type selector picks it.
- "Customers must request a service from their product on the portal." Link a record producer to the service definition; the Services widget opens it.
- "After a critical outage the customer wants a formal report of the cause and the fix." Publish a post case review through case digests.
What to remember for the exam
- The CSM Landing Page lists assigned cases and case tasks with metrics; the active page with the lowest order wins.
- The contextual side panel is configured per record page.
- Service definitions link products, a case type, a playbook, a record producer, default values and categories.
- Service definitions come with the Customer Service Case Types plugin.
- Case action summaries update stakeholders during a case; post case reviews document the outcome after resolution.
- Post case reviews can require approval through a flow in Workflow Studio.
A case digest is not an email digest. Case digests are structured documents about one case; an email digest combines several notifications into one email.
Common mistakes
Making agents pick case types from a long list. Service definitions put the business view first: the agent picks the product and the service, and the case type follows.
Using a post case review for progress updates. Updates while a case is open belong in a case action summary. The post case review is written after resolution.
Editing the default landing page for one team. Build a separate landing page in UI Builder and use its order and activation so the right page shows.
Check yourself
What does a service definition link together?
A service with its products, case type, playbook, record producer, default field values and categories. The case type selector then picks the right case type from the chosen service.
What is the difference between a case action summary and a post case review?
A case action summary sends updates while the case is in progress. A post case review records the problem, cause, resolution and preventive measures after resolution.
Which landing page does an agent see when several are active?
The active page with the lowest order number. Lower order values take precedence.
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