What is the primary purpose of the sidebar feature in the CSM Configurable Workspace?

• A. Enables agents to keep information regarding details of the case visible at all times
• B. Enables agents to access response templates to help them resolve cases faster
• C. To enable agents to collaborate with other agents or SME in real-time for faster case resolution
• D. Enables managers to discreetly monitor chats between agents & customers

Answer: (C)

The sidebar in the CSM Configurable Workspace is designed as a real-time collaboration space. It lets agents quickly bring in other agents or subject-matter experts, share case context, post notes, and get input without leaving the case view. This centralized, live collaboration helps resolve cases faster by reducing back-and-forth and context-switching. Other options describe functions that aren’t the primary purpose of the sidebar: displaying information or templates is handled elsewhere, and discreet manager monitoring isn’t the sidebar’s intended use.