CSM Process Automation, Integrations, and Reporting
Automation
Build automation with Flow Designer (and IntegrationHub actions for outbound calls); legacy Workflow Editor appears only as a distractor. Playbooks/Process Automation Designer handle agent-guided process steps, while flows handle background logic - case creation from inbound email actions, field updates, notifications, and SLA-driven escalations. Advanced Work Assignment performs routing. Service Level Management generates task_sla records from SLA definitions; retroactive start can compute elapsed time from a past point, which is why "SLA started when the case was created" is often wrong. Major issue management lets related cases be flagged and managed as a major case with its own communication process.
Integrations
Common patterns: REST/SOAP outbound via Flow Designer or scripted web services, inbound via Import Sets and transform maps or scripted REST APIs, and spokes such as chat/CTI or Microsoft Teams. Know which layer does what - an import set stages and transforms data; a flow orchestrates and can call a spoke action.
Reporting and analytics
Reports query live data and render lists/charts; Performance Analytics maintains scheduled indicators and scores with time-series history. Customer-facing metrics you should recognize: case volume and backlog, average resolution time, SLA compliance, first contact resolution, and CSAT collected by survey at case closure. Distractors swap report for indicator, or claim PA queries live records on demand.
Worked rule of thumb: if the question needs trend over time or targets, answer Performance Analytics; if it needs a current count or list right now, answer a report.