CSAM Specific Documentation in Microsoft Services Hub

When your customer onboards to Unified Support, by default they are auto provisioned a single Services Hub workspace. This workspace is created with the entitlements based off their base agreement and all named support contacts on the base schedule will automatically receive an invitation to the workspace.

Services Hub Admin Center

When your customer’s agreement becomes active, a Services Hub Admin Center will be automatically created. This associates the agreement that includes the customer’s base schedule and is automatically populated based on information from Clarify.

This area allows CSAM, AC, and Global Admin to manage the settings of the customer’s agreement that span multiple workspaces. The current experiences available are:

• Manage agreements
• Manage Workspaces
• Global Administrators

Admin Center - Manage agreements Page

The Manage agreements page displays the agreements which are associated to the customer’s Services Hub environment. This page provides the following functionality:

• Add an agreement: If the customer has a global agreement with add-on schedules on a downstream agreement, those agreements can be connected to Services Hub workspace. When selecting to add an agreement, the CSAM or AC will be able to select from agreements where they are the CSAM of record in Clarify.

  Note

  Only one base schedule can be associated with a customer.

• Remove an agreement: Allows for an agreement to be removed from the customer.

  Note

  One agreement must be associated to Services Hub for the workspaces to remain active.

• Edit a customer's name: By selecting an agreement and selecting the edit button, the CSAM or AC are able to access the edit page for the Customer as a whole. Step 2 of this section allows the CSAM to edit the customer name, which is displayed in Services Hub.

  Note

  The Customer Activity page (CAP) does not automatically grant you access to all your organization’s information. You will only see Case Activity information that you have access to view. If your organization has multiple workspaces but you have access to view one workspace, then you will only see the information for that workspace. If you have access to view multiple workspaces, you will only see the information for the workspaces for which you have access.

Admin Center - Manage Workspaces Page

The Manage Workspaces page displays the workspaces which belong to the customer, along with the registered number of administrators and members for that workspace. This page provides the following functionality:

• Add a workspace: This allows the CSAM or AC to create an additional workspace. Selecting "+Add" will bring up the workspace creation flow.

  Note

  At this time, deselected entitlements may still be active inside the workspace.

• Name customer workspace: This sets the workspace name that is displayed inside the workspace.

• Add workspace administrators: This allows you to invite users as a workspace administrator to the workspace.

  Note

  Workspace Administrators must register with the email address associated to their invitation.

  Note

  Services Administrators and Global Administrators will have Workspace Administrator privileges in any workspace they are a member.

• Verify information: Confirm the workspace was setup correctly.

• Edit a workspace: Allows changes to be made to an existing workspace.

  Note

  Workspace Administrators must be removed using the Manage Users page inside the workspace.

  Note

  If a customer has purchased Add-Ons to their agreement, the CSAM or AC will need to manually edit the workspace to display those entitlements inside the workspace.

• Remove a workspace: Allows for a workspace to be removed from the customer. Removed workspaces cannot be logged into by user.**

Admin Center - Global Administrators Page

The Global Administrators page allows for additional Global Administrators to be added or removed from the Admin Center.

Creating Additional Workspaces

Additional workspaces can be created at any time during the agreement. Please contact your CSAM or AC to discuss the goals for the workspace. Once an additional workspace is created, a new Workspace Administrator is setup for the workspace. This user can then invite members from your organization to join the workspace and begin using your company’s support entitlements.