Guided workspace for customer-care agents

Start the right customer interaction.

Search for a customer, review the summary and timeline, and complete guided care journeys from one agent workspace.

Current in the August 2026 A–Z catalog. Package: CustomerInteraction
Watch walkthrough Technical docs
  1. 01IdentifySearch for the customer and open a subject workspace with summary and timeline.
  2. 02GuideChoose a category tile or assist for the requested care journey.
  3. 03CompleteRecord the interaction and apply supported plan-change or cancellation updates.

Core functionality

Start the right customer interaction.

01

Care workspace

  • Category tiles and action center
  • Customer search and summary
  • Timeline and related panels
02

Structured interactions

  • Categories and dynamic fields
  • Channels and directions
  • Interaction statuses
03

Guided assists

  • New order and plan change
  • Payment, invoice, and address journeys
  • Cancellation and trouble-ticket journeys
04

Completion handlers

  • Plan-change contract item updates
  • Cancellation contract item updates

Source: Canonical source: Confluence page 802029572, current in August 2026. Technical docs

Product media

See the agent workspace in action.

Watch the published Customer Care UI walkthrough. YouTube is only loaded after you press play.

Customer Care UI walkthrough German-language walkthrough of the agent workspace: customer context, care tiles, and history. Published 19 June 2026, 15:21 minutes.

Connected stack

Prime CRM

Provides the customer record used in the care workspace.

Prime Customer Self-Service Portal

Provides customer journeys that agents can assist.

Guide every care interaction.

Map your care categories, assists, and completion steps to the agent workspace.

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