Using Now Experience UI Builder, you can easily configure and extend the CSM Configurable Workspace. As part of the CSM Configurable Workspace, the Contextual Side panel provides agents with tools to research and resolve problems. The different components provide the agents with different types of help, such as Agent Assist, Attachments, Playbooks & Templates.
However by default, the Contextual Side panel takes up valuable real estate on the UI, depending on your business outcomes, some customers prefer to have the sidebar collapsed by default for a better user experience.
In the CSM Configurable Workspace, top right hand. If you click on your name and the drop down arrow, the settings sub menu is displayed. Under Display Preferences, you can manually click on the 'Show sidebar' button, to collapse and expand the sidebar, depending on your user preferences.
What if you wanted by default to have the Contextual sidebar collapsed, for all users, the next time they log into a new session. Fortunately ServiceNow provides, a way to do this via user preferences.
1. Navigate to the User Preferences table (sys_user_preference.list).
2. Fill in the User Preference record as follows
Description: Show the agent assist form
User: Leave this empty
Name:workspace.showAgentAssist
Value: true
Type: String
System: Checked
*Note: This is a system wide user preference for all users, if the user already or then decided to change their settings to show the sidebar another record with the name 'workspace.showAgentAssist' will be created. This will of course overide the default wide user setting.
