Is Customer Service workspace rename to IT-service Desk workspace?

gazalagrawa
Tera Contributor

We have installed CSM Configurable workspace plugin but could not find the Customer Service Workspace. I tried to directly navigate to the link which is now/cwf/agent/home but in this new instance it is opening IT Service Desk Workspace. Not sure what is the issue here.

12 REPLIES 12

Tanushree Maiti
Tera Sage

Resolution

Change the "Title" field in the following record

 /nav_to.do?uri=sys_ux_page_registry.do?sys_id=c4e321a3530210102c30ddeeff7b12f6

OR 

You can also create a UX page property called experienceTitleAlias to override the workspace title 

 

Refer: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1954251

 

 

For translation:

https://www.servicenow.com/community/csm-forum/how-to-rename-the-form-option-in-workspace/m-p/305914...

 

 

Please mark this response as Helpful & Accept it as solution if it assisted you with your question.
Regards
Tanushree Maiti
ServiceNow Technical Architect
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Dr Atul G- LNG
Tera Patron

Hi @gazalagrawa 

I agree with @Tanushree Maiti, but I would not recommend changing the workspace name. CSM is different from the IT workspace, so it’s better to use the out-of-the-box (OOTB) approach, as it has already been designed and built. If needed, users can still follow the existing setup.

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Ankur Bawiskar
Tera Patron

@gazalagrawa 

Seems somebody renamed that in your instance with some customization

There is nothing as such "Customer Service Workspace"

check this link and response from @shamil-ibrahim 

How to change CSM/FSM Configurable Workspace name 

💡 If my response helped, please mark it as correct and close the thread 🔒— this helps future readers find the solution faster! 🙏

Regards,
Ankur
Certified Technical Architect  ||  10x ServiceNow MVP  ||  ServiceNow Community Leader