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02-23-2025 12:14 PM - edited 02-24-2025 01:25 AM
Are you looking for small but impactful thing you can do to encourage your customer service agents to use the CSM Configurable Workspace?
One simple solution is to create a UI action that lets agents instantly switch any Case from the classic ServiceNow UI to the CSM Workspace. If this sounds helpful, go ahead and download the latest update set for here
OR create UI action yourself on the case table, set client to true and then add this function in the script section
function openCSMWorkspace() {
// Get case sys id
var sys_id = g_form.getUniqueValue();
// Get Case class
var table = g_form.getTableName();
// Build URL
var url = "/now/cwf/agent/record/" + table + "/" + sys_id;
// Redirect to CSM configurable Workspace
g_navigation.openPopup(url);
}
this will introduce a custom UI action that provides a one-click transition to the CSM Workspace, improving agent productivity. this great way to improve agent experience and encourage greater adoption of the modern, efficient CSM Workspace.
Update set here - Give it a try.
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Hi @Ahmed Drar ,
Interesting idea for Agent experience & more useful.
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@Ahmed Drar thank you for this! do you feel this could bring benefit to the Service Operations Workspace or other ITSM-related workspace users as well?
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I guess I found the answer to my own question on your other article! Thanks again
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@valalves absolute can bring benefits