Default record page configuration for CSM in Workspace

[liz_malone]

A record page provides the base structure for displaying records in CSM Configurable Workspace. Record pages include containers, components, and layouts to display record information. Each record page has an order value and the page with the lowest order value is considered the default page.  

The following record pages leverage elements such as presets, controllers, and extension points that can simplify configuration: 

• CSM default record page: Includes specific features for case management. 
• CSM Interaction record page: Includes CSM-specific features for interaction management. 

These record pages need to be set as the default pages for CSM Workspace in UI Builder as per guidelines below. 

1. Navigate to Now Experience Framework > Experiences.
   
2. Make sure the application scope is set to CSM and FSM Configurable Workspace Foundation.
   
3. In the Title column, select CSM/FSM Configurable Workspace.
   
4. Select the Open in UI Builder UI action on the form to open UI Builder.
5. Under the Record collapsible list as shown below, locate the CSM default record page and ensure that the Order value is set to the lowest value.
   
6. In case the Order value is not the lowest, click on the Settings option to edit the record and set it to a very low value like -1000.    
7. While on the CSM default record page Settings page, ensure that the Active check box is enabled.
8. Observe the Variant Conditions field value. A value of empty ensures that no conditions will apply and the default record page will be applied to all Case inherited tables.  To apply the default record page settings to specific Case tables, enter a value in the Variant Condition field, for example: table=sn_customerservice_case^ORtable=<enter different Case inherited table name>
9. Ensure any changes are saved by clicking on Save before leaving the CSM default record page.
10. Next locate the CSM Interaction record page from the Record collapsible list section on CSM/FSM Configurable Workspace UI Builder page.
11. Verify that the Order column for CSM Interaction record page is set to the lowest value.
12. In case the Order value is not the lowest, click on the Settings option to edit the record and set it to a very low value like -1000.            
13. While on the CSM Interaction record page Settings page, ensure that the Active check box is enabled.
14. Ensure all changes are saved by clicking on Save before leaving the CSM Interaction record page Settings page.

When the system displays information in CSM Configurable Workspace, it will use these pages as the default pages.