Difference between CSM Configurable Workspace and CSM Agent Workspace?

kumaraj · ‎08-17-2021

Hi Experts,

Could someone provide the below information:

1) Difference between "CSM Configurable Workspace" and "CSM Agent Workspace type"?

2) How to check the workspace type I am using? I mean is it agent workspace or Configurable workspace?

3) Is the ITSM workspace is different? or we can configure csm agent workspace to have itsm list as well?

4) It appears that when we use CSM Agent Workspace then we can only use 'Customer Central' when handling Interaction Records, which we don't use. But if we were using CSM Configurable Workspace, it would be available from the contact and account records which we do use?

Thank you

Community Alums · ‎08-17-2021

Hi Kumaraj,

1. Both "CSM Configurable Workspace" and "CSM Agent workspaces operate the same way and provide an identical user experience. The main difference between the two workspaces is the underlying architecture and that they are built using different technology.

CSM Configurable Workspace

If you need to configure and extend the workspace provided with CSM, or if you need to theme your workspace for different brands within the same instance, consider using the CSM Configurable Workspace. With this workspace, you can:

Quickly configure page layouts and components in UI Builder.
Extend and deploy custom components into the workspace.
Leverage UI Builder components to build additional solutions.

UI Builder is a WYSIWYG web user interface builder that enables you to quickly build pages for workspace and portal web-based experiences. The CSM Configurable Workspace is built using UI Builder functionality.

For more information about this tool, see UI Builder.
For more information about working with components in UI Builder, see Work with components.
For more information about available components, see https://developer.servicenow.com/dev.do#!/reference/now-experience/rome/components.

CSM Agent Workspace

If you need to integrate Customer Service Management with other ServiceNow applications, such as ITSM, ITOM, or PPM, consider using the CSM Agent Workspace.

CSM Agent Workspace enables you to integrate Customer Service Management with the following applications:

IT Service Management (ITSM): Use this integration to create request, incident, problem, and change records from customer service cases and enable external users to view these records from the Customer and Consumer Service Portals.
IT Operations Management (ITOM): Use this integration to create cases proactively from alerts either manually or through automation and track the accounts and the corresponding install base items affected by the alert.
Customer Project Management (CPM): Use this integration to create projects and project tasks for your customer accounts and provide end users with visibility into their projects and tasks from the Customer Service Portal.

These links will mostly cover your questions.

2. If you are able to integrate ITSM,ITOM,etc.. then you are in CSM agent workspace.

3. Coming to ITSM and CSM Workspaces: They are each configured for their respective application. You could create a new version to server both needs, ITSM & CSM, in the same workspace. In Quebec with UI Builder you get way more control to build what you want and how you want it to function

4. Customer central if you don't use it then its completely fine not to use it. However for Accounts and contracts that you will be able to use anyways as it comes with CSM base system.

Don't forget to mark Correct & Helpful, if applicable.

Thanks,

Sandeep

View solution in original post

mcconnellsj · ‎04-17-2022

Hi Erik

Great white paper - for a decision tree today, did Rome / San Diego introduce the ITSM and CPM integrations as planned? I am struggling to find this information in docs. The San Diego documentation appears to give the same message as Quebec:

https://docs.servicenow.com/bundle/sandiego-customer-service-management/page/product/customer-servic...

Thanks.