Ahmed Drar
Tera Guru
Tera Guru

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.

 

https://developer.servicenow.com/connect.do#!/share/contents/3044252_switch_to_csm_workspace_from_ca...

 

Comments
abirakundu23
Mega Sage

Hi @Ahmed Drar ,
Interesting idea for Agent experience & more useful.

 

valalves
Tera Contributor

@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?

valalves
Tera Contributor

I guess I found the answer to my own question on your other article! Thanks again

 

https://www.servicenow.com/community/itsm-articles/switch-an-incident-from-classical-ui-to-service-o...

Ahmed Drar
Tera Guru
Tera Guru

@valalves  absolute can bring benefits  

Version history
Last update:
‎02-24-2025 01:25 AM
Updated by:
Contributors