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an hour ago
🎨 Highlighting Values in ServiceNow Workspace: A Quick Guide
In the ServiceNow Workspace view, highlighting specific field values can be challenging because the workspace interface doesn’t display the same icons or visual cues available in the traditional UI. Fields like Priority, Caller, or VIP indicators often lose their native visual markers, making important information less noticeable.
To ensure critical fields stand out, ServiceNow offers the ability to configure Highlighted Values within the Workspace UX. This feature allows you to visually emphasize fields based on conditions — improving agent efficiency and enhancing the overall UX.
Here’s how you can set up Highlighted Values in Workspace:
🔧 Steps to Configure Highlighted Values in UX Workspace
-
Navigate to UX Highlighted Value Configuration
Search for it directly in the application navigator. -
Select the Workspace App
Choose the application where you want to enable highlighting — for example:
CSM Workspace or FSM Workspace. -
Click “New”
Use the related list to create a new highlighted value record. -
Choose the Table & Field
Select the table (e.g., Interaction, Case, Incident) and then the field/column you want to highlight. -
Define Highlighting Conditions
Set conditions to control when the field should be emphasized.
⭐ Example Use Case
If a Caller is a VIP, the Interaction record should visibly stand out so agents can quickly identify high‑priority users.
Using Highlighted Values, you can configure the system to visually emphasize the VIP field whenever the user meets that criteria — ensuring better service and faster response times.
Enhancing visual cues in Workspace not only helps agents make quicker decisions but also improves overall service delivery. A simple configuration can make a big impact.
#ServiceNowLearning #CSM #FSM #Workspace #UXConfiguration #HighlightingValues #ServiceNow #EmployeeExperience #UserVIPStatus
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Thanks & Regards,
Supriya Waghmode |ServiceNow Rising Star 2025🌟
www.linkedin.com/in/supriya-waghmode
