Overview of Workspaces

Workspaces define the appearance of the agent desktop when staff members add, view, and edit records in B2C Service.

When you open a record—such as an incident, contact, opportunity, or custom object—the workspace determines the layout of fields, controls, and tabs on the content pane as well as the arrangement of buttons on the ribbon and the quick access toolbar..

B2C Service provides a set of standard workspaces suitable for most common record maintenance, but also gives you complete flexibility to create custom workspaces to help your staff work more efficiently. In addition, you can create workspace rules to dynamically change the behavior of fields and controls based on certain triggering events.

The workspaces used by staff members are defined in their staff profile, with one workspace associated for each type of record the profile can access. Different profiles can use different workspaces. However, each editor within a profile must be set to use a specific workspace, so all staff who share a profile will use the same set of workspaces. For example, when you create an incident workspace and assign it to the incident editor of a specific profile, all staff members with that profile will see that workspace when they add, view, or edit incidents. See Overview of Staff Management.

Tip: Many functions used to design workspaces are also used to design agent scripts. To understand how workspaces can best be implemented in your agent desktop, you should also become familiar with guides, scripts, script rules, and workflows. For a summary of these features, see Overview of the Dynamic Agent Desktop.