Overview
The most important resource in customer service is the agents staffing the various interaction channels customers use to resolve their issues. Yet as critical as their roles are, agents today face a variety of roadblocks in addressing customer problems in a timely manner.
CSM Configurable Workspace empower agents to assist customers and resolve their issues in an optimized workspace that allows them to efficiently manage several cases and interactions across different channels at once. Oftentimes agents also need access to the industry specific tools, utilities and data from the third-party systems to quickly resolve the reported issue.
You can configure, extend and develop such custom tools and utilities in the CSM Configurable Workspace using UI Builder. To get started with the UI Builder, complete NowLearning course UI Builder Fundamentals and UI Builder developer program.
This blog post provides a walkthrough of a custom utility App called "Agent Scratchpad", and offers technical guidance on how to build such custom applications for CSM Configurable Workspace.
Agent Scratchpad
Agent Scratchpad is a configurable workspace App that helps agents to capture what's important at the moment while they are working on the Cases and Interactions. it's available to agents in the contextual side panel, they can seamlessly view the list of existing notes, edit notes and create new notes. It’s the personal notepad for the agents, notes captured by the agents are only available to them.
Agent Scratchpad offers a boilerplate of a simple CRUD Configurable workspace app. You can download this App from the ServiceNow Share to review the codebase, use it, and extend it as per your needs.
Please take a look at the below Youtube video providing step-by-step technical walkthrough of this application.
