post Encouraging CS Agents to Embrace CSM Workspace in CSM articles

Encouraging CS Agents to Embrace CSM Workspace

Ahmed Drar — Mon, 24 Feb 2025 09:25:30 GMT

Are you looking for small but impactful thing you can do to encourage your customer service agents to use the CSM Configurable Workspace?

One simple solution is to create a UI action that lets agents instantly switch any Case from the classic ServiceNow UI to the CSM Workspace. If this sounds helpful, go ahead and download the latest update set for here

OR create UI action yourself on the case table, set client to true and then add this function in the script section

function openCSMWorkspace() { // Get case sys id var sys_id = g_form.getUniqueValue(); // Get Case class var table = g_form.getTableName(); // Build URL var url = "/now/cwf/agent/record/" + table + "/" + sys_id; // Redirect to CSM configurable Workspace g_navigation.openPopup(url); }

this will introduce a custom UI action that provides a one-click transition to the CSM Workspace, improving agent productivity. this great way to improve agent experience and encourage greater adoption of the modern, efficient CSM Workspace.

Update set here - Give it a try.

https://developer.servicenow.com/connect.do#!/share/contents/3044252_switch_to_csm_workspace_from_case?t=PRODUCT_DETAILS

Re: Encouraging CS Agents to Embrace CSM Workspace

abirakundu23 — Tue, 25 Feb 2025 07:19:19 GMT

Hi @Ahmed Drar ,
Interesting idea for Agent experience & more useful.

Re: Encouraging CS Agents to Embrace CSM Workspace

valalves — Fri, 28 Feb 2025 18:52:29 GMT

@Ahmed Drar thank you for this! do you feel this could bring benefit to the Service Operations Workspace or other ITSM-related workspace users as well?

Re: Encouraging CS Agents to Embrace CSM Workspace

valalves — Fri, 28 Feb 2025 18:54:36 GMT

I guess I found the answer to my own question on your other article! Thanks again

https://www.servicenow.com/community/itsm-articles/switch-an-incident-from-classical-ui-to-service-operations/ta-p/2571348

Re: Encouraging CS Agents to Embrace CSM Workspace

Ahmed Drar — Sun, 09 Mar 2025 14:33:39 GMT

@valalves absolute can bring benefits