Customer Service

Customer Service (CSM) is the agent console for handling customer cases — support requests raised by external customers rather than internal employees. Agents work cases through the same Assigned to me / Open / Closed list views used across other launchpads, and each case follows its own state model with state-dependent actions. Customer Service cases are distinct from the Customer Self-Service Portal, which is the separate, branded surface customers use to submit and track their own cases.

Guides for working Customer Service cases day-to-day are being added.