Problem in configuring CSM Agent Workspace

bkhan
Tera Contributor

‎11-21-2022 03:27 AM - edited ‎11-21-2022 03:28 AM

Dear -

I need to do poc to configure Configure Agent Workspace and allow users to log in and work on cases.

I have created workspace url using UI Builder directly. As and admin I can see data but when I am impersonating as a user I don't see anything page just keeps loading. Also I am not sure how to assign users , roles to access the url by external users.

 

giving a fresh start , I am now following steps mentioned in Service Now Product document.

 

  1. Navigate to All > Workspace Experience > Administration > Landing Pages.
  2. Click the CSM Landing Page.
  3. Click Clone Page.
    Note: The Clone Page action is available when the application scope is CSM Workspace.
    I don't see Clone option although as admin I am in  CSM Workspace
     
    AT step 7 , Configure a container, I am unable to find "UX Page Elements"
    1. Click the UX Page Elements related list.
    2. Click New Container or select an existing container.
    3. Fill out the form.

     

    I skipped above steps and opened newly created landing page in UI Builder (using button "Open in UI Builder").

     

    In UI Builder view I am seeing very limited options , like I don't see other components like form, list menu ...also 

     

    bkhan_0-1669029751506.png

     

    I don't also any option to configure components which is their when I open UI Builder directly.

     

    bkhan_1-1669029838231.png

     

     

    Looks like something I am missing, please share me if any ready doc available to set up csm agent workspace and share others to allow agents to log in and view cases.

     

    Please help.

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Robin John
Kilo Sage

‎11-29-2022 09:16 AM

The steps that you have written are for the old Agent Workspace for the new CSM/FSM configurable workspace.

For the new UI builder based workspace, start here

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