Using UI builder for Agent Workspace

[TT3]

If I type "UI Builder" in left navigation and select "UI builder" then it shows me an existing experience. If we select it then it shows me UI like below:

However, if I search "All Workspace" and select "Agent Workspace" and underneath If we select UI Builder then it shows completely different UI:

if you notice, this doesn't have the left panel to show "Content" in tree view, I am just wondering how can I open Agent workspace via UI builder? further, not sure why we have two different views of UI builder? 

[Maik Skoddow]

Hi

the legacy Agent Workspace is outdated and is replaced more and more with "Configurable Workspaces".

Under the hood the technical approach is different and therefore you only can create/modify Landing Pages for the legacy Agent Workspace via UI Builder.

Therefore everything behaves like intended.

Kind regards
Maik

[TT3]

So you are saying that the OOB Agent workspace and it's components like Advanced Work Assignment, Ribbon configuration, Notification, Agent chat etc. are all outdated and we should migrate to create all of these components from scratch? Any official reference please?

I am asking because, we are about to go live with Agent workspace and this news is unsettling for me.

[Maik Skoddow]

Hi @TT 

please read my previous answer carefully. I did not say, that you should create all components from scratch.

I said "the legacy Agent Workspace is outdated and is replaced more and more with "Configurable Workspaces".

For example for CSM the following page gives the instructions to migrate to the new Configurable Workspace: https://docs.servicenow.com/bundle/quebec-customer-service-management/page/product/customer-service-...

Kind regards
Maik