We have recently implemented a new structure for the Using Customer Service Management section of the documentation. The content is now organized by the tasks each user role-such as agents, agent managers, and customers- typically performs.

Here’s what’s new:

• Manage cases: Agents can find tools for creating cases, interacting with customers, and resolving questions and issues.
• Manage schedules and sites: Agents and agent managers can get information about managing calendars, using the CSM mobile app, and planning install base tasks.
• Automate and optimize: Agents and agent managers can find tools to automate work and use AI tools to streamline case management.
• Agent management: Agent managers can help their teams with tasks and schedules.
• Customer management: Learn about customer and consumer tasks in Customer Service Management, such as location and access management, handing contracts and entitlements, managing social media, and outsourcing customer service.
• Customer communication: Find information about self-service communication for customers, and customer portals.

We hope that this new organization helps you find what you want more quickly and intuitively. While this change was inspired by feedback from users like you, it’s still a work in progress.

How you can share your feedback?

This restructuring initiative arose from feedback from you, our customers, but it’s still a work in progress. If there's something we're missing— or something that you don’t like— we want to hear about it. What works for you? What doesn’t? How can our categories change or improve? Are there categories that haven't been added but should be? Help drive the future of our content structure by making your voice heard.

We want to know what would make your job easier, and how to further simplify finding the information you need.

Providing feedback is easy:

• Feedback modals: Use the thumbs-up/thumbs-down icons at the top of any documentation page to share your thoughts.
• This forum: Reply directly to this post with your suggestions or comments.

We're never done improving, and we always welcome specific feedback as to how our content can be more helpful.