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Organize agent workspaces › Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Agent tools

Enable agents to resolve cases quickly and efficiently by providing them with tools, such as Guided Decisions, playbooks, dynamic related records, and Customer Central.

ToolDescription
Guided DecisionsSet up structured troubleshooting processes to help agents resolve complex issues in a consistent way.
PlaybooksSet up playbooks to provide agents with step-by-step guidance for resolving specific types of customer service cases, including onboarding, complaint, and product support cases.
Dynamic related recordsConfigure the dynamic related records feature to display related records in the contextual side panel in CSM Configurable Workspace. These records dynamically change based on the context of the current record or playbook activity.
Customer CentralConfigure the Customer Information and Customer History views in Customer Central to provide agents with all the information about a customer in one central place.
Customer Service mobile applicationConfigure and customize the Customer Service mobile application for agents who use the application instance on their mobile devices.