The workspaces in Customer Service Hub allow Customer Service Agents (CSAs) to view and manage cases and tasks submitted on behalf of or by the customers. Visibility of a Workspace is controlled by the permissions set within Settings > Workspace Manager.
Then within each workspace there is additional control over visibility of tasks/cases.
Workspaces which allow CSAs to manage/view cases are divided into 3 views:
- customer record
- tasks list
- dashboard
Each view handles cases and tasks differently depending on:
- the CSA's permissions
- status of the case/ task
- currently used workspace
- currently used workspace configuration (applies only to Dashboard)
Definitions of Terms
raised against the citizen - A case raised against a citizen - It means that the case was opened by citizen or on behalf of the citizen.
assigned to the current CSA - Static User Assignment - It can be set up in the forms designer for every individual stage - Task is assigned to the current CSA means that the Static User Assignment value matches one of the CSA's permissions.
tasks are assigned - Static Group Assignment - It can be set up in the forms designer for every individual stage - it means that Static Group Assignment value has to match one of the CSA's permissions
view permission group - Static View Data Group - It can be set up in the forms designer in the first stage of the process and affects all the tasks which belong to that process. Closed tasks from the case are visible to the CSAs who have Static View Data Group permissions.
Workspace Views
Customer Record
- Phone Team
- Inbox - same as Phone Team
- Index > Customer record > Cases tab
- Anything else page - after clicking Check progress of all cases tables are being loaded
Workspaces in any of the above Customer Record Views allow Customer Service Agents to manage tasks and cases opened on behalf of/or by customers (citizens).
Cases are grouped into two tables
- Cases awaiting action - open cases to be actioned by the customer itself or council officers
Ordered by the date started date - displays the oldest cases first - the maximum number of cases to be shown is configured in /build/settings under preferences/citizen profile - Cases - completed cases/ tasks
Ordered by the date started date in reverse date order - displays the most recent closed cases first - the maximum number of cases to be shown is configured in /build/settings under preferences/citizen profile
Case data not displayed above needs to be searched by Case reference or through Reporting.
Permissions
Which cases are displayed for an individual CSA is dependent on the individual CSA's permissions and the status of tasks.
For Forms the following rules apply:
- Cases Awaiting Action - CSAs are able to see all continuable cases raised against the citizen as long as this task is assigned to the current CSA or the current CSA is in the permission group to which these tasks are assigned (ie task/CSA share same permission group)
- Cases - a CSA will be able to see all closed cases assigned to the citizen as long as the CSA is in the the view group permission for these cases
Please note that we have implemented a streamlined way of granting CSA permissions to internal users. This can be done as follows: the customer can make a group in the Active Directory with the name FS-Integrated-CSA-Users, and add users to that group. If any of those users then log into Service, they are automatically also added to the CSA group and thus obtain CSA permissions.
Tasks List
Workspaces:
This workspace allows Customer Service Agents to view submissions of closed cases/ tasks only (not awaiting action)
Permissions
For New Forms, the following rules apply:
- CSAs will be able to see all closed tasks as long as the CSA is in the view group permissions for these tasks
Dashboard
Read more about dashboard and how it is configured.
Static User Assignment, Static Group Assignment and Static View Data Group can be set up in the Form Designer ? Task assignment
CSA and Customer Task Assignment
Task assignment differs depending on who the task was assigned to but also on who completed the task and where (Self or Service). The following example situations demonstrate the expected behaviour with processes that are set up in different ways. You can also see where you can expect the task to display.
Process 1
- Initial stage assigned to Originator
- Second stage assigned to Originator
Case completed by CSA in Service
- First and second stage are assigned to the impersonated user (citizen).
- Both tasks are visible by CSAs under the customer record in CSH.
Case completed by CSA in Service but customer doesn't have an email address set
- Both tasks are assigned to the CSA who raised the case on behalf of the citizen, and are visible under the customer record in CSH.
Case completed by Self user
- First and second stage are assigned to the Self user.
- Both tasks are visible in MyRequests.
- Both tasks are visible to CSAs under the customer record in CSH.
Process 2
- Initial stage assigned to Originator
- Second stage assigned to CSA
Case completed by CSA in Service
- First stage will be assigned to the impersonated user (citizen).
- First stage will be visible in MyRequests.
- First stage will be visible under customer record in Service.
- Second stage will be assigned to the CSA who raised the case on behalf of the citizen.
- Second stage will be visible under customer record in Service.
Case completed by CSA in Service but customer doesn't have an email address set
- Both tasks will be assigned to the CSA who raised the case on behalf of the citizen, and visible under customer record in Service.
Case completed by Self user
- First stage will be assigned to the citizen.
- First stage will be visible in MyRequests.
- First stage will be visible under customer record in Service.
- Second stage won't be assigned to anyone.
- Second stage will be visible under customer record in Service.
Process 3
- Initial stage assigned to CSA
- Second stage assigned to CSA
Case completed by CSA in Service
- Both stages will be assigned to the CSA who raised the case on behalf of the citizen.
- Both stages will be visible under customer record in Service.
Case completed by CSA in Service but customer doesn't have an email address set
- Both stages will be assigned to the CSA who raised the case on behalf of the citizen, and visible under customer record in Service.
Case completed by Self user
- Both stages won't be assigned to anyone
- Both stages will be visible under citizens record in Service
Process 4
- Initial stage assigned to CSA
- Second stage assigned to Originator
Case completed by CSA in Service
- First stage will be assigned to the CSA who raised the case on behalf of the citizen.
- First stage will be visible under customer record in Service.
- Second stage will be assigned to the impersonated user (citizen).
- Second stage will be visible in MyRequests.
- Second stage will be visible under customer record in Service.
Case completed by CSA in Service but customer doesn't have an email address set
- Both stages will be assigned to the CSA who raised the case on behalf of the citizen, and visible under customer record in Service.
Case completed by Self user
- First stage won't be assigned to anyone.
- First stage will be visible under customer record in Service.
- Second stage will be assigned to the citizen.
- Second stage will be visible in MyRequests.
- Second stage will be visible under customer record in Service.
top of page
- The top row relates to the overall case and Created by - is the originator of the case which is saved the database as an email address, Completed by - is the name of the citizen against whom the case is raised
The details rows relate to the individual tasks: Completed by is the name of the user who filled the stage
