CSMs run Expert Match and the bid pool, and the guided demo follows them

CSMs now see the Matching and Proposals sections on a lead’s Customer Service Journey, open the proposals list, and can accept or reject a bid — the CSM selects the expert and issues the quote. They can also set an expert’s class and day rate, as SDMs can. SDMs keep all of this and take the engagement over when work begins.

A tenant that wants the bid pool kept with the SDM can remove the proposal permissions from its CSM role in settings.

On the demo host, the guided walk is shorter and easier to follow:

• The CSM seat runs the journey from the customer’s arrival to the quote; the SDM takes over at delivery, so the walk changes seat six times instead of seven.
• Expert Match is three steps: what the matching weighs, the matched experts, and the bid pool opening.
• The customer lands straight in the conversation, on its first message, and the next step shows them confirming the product they bought.
• The customer journey stage plays in time order, and the value captions describe what the screen shows.