Manages various Customer Service functions in one place. You can customize all customer support, operations and agent interfaces through the new app. You can manage core customer service features and other features such as terms of service, service scheduling, and all channels in Omnichannel for Customer Service.

Helps manage knowledge base articles and route requests; it is available for use in browsers on computers and mobile devices. Use the site map Service management to configure features such as case management, queues, routing rules, terms of service, insights, and service planning.

Participates in the creation and management of target application interfaces for agents and supervisors as an alternative to creating and maintaining custom applications. You can create custom profiles with specific session templates, conversation channels, and productivity tools. You can then assign these profiles to agents and supervisors who use the Customer Service workspace and Omnichannel for Customer Service applications.