Agent Workspace vs Now Experience Workspace

[daniellebell]

Hello, 

I am looking for some guidance or some understanding around Agent Workspace vs the Now Experience Workspace.  Our support teams are looking to move from homepages and dashboards into the workspace platform instead and we are running into trouble understanding the appropriate path to take.  In our dev environment, we've started to set up new landing pages in the agent workspace, but are running into issues around the UI Builder and the very limited number of components available there compared to the components available in the Now Experience UI Builder.  Is there a way to convert an existing Agent Workspace into the Now Experience so that we can leverage the components there?  

I have also explored the OOB CSM/FSM Configurable Workspace in the New Experience, which seems to be centered around Customer Service Management instead of internal support, so I'm not sure that is a viable alternative, which leaves me with the impression that in order to create an "Agent Workspace" experience on the Now Experience, I would have to basically start from scratch? There is so much documentation and not everything seems to be connected in logical ways for me and I've gotten a little lost trying to figure it all out.

Does anyone have any opinions or advice on how to move forward?

[John Zhang1 · Accepted solution]

My article Agent Workspace VS Now Experience Workspace has explained the difference between Agent Workspace and Now Experience (Configurable).  You can also review the following post:

Agent Workspace & Web Experience (Now) Workspace using UI Builder

1. Can Agent workspace directly convert to Configurable Workspace without any customization?  - no
2. Can Agent workspace be migrated to Configurable workspace with customizations? - yes (please see this ServiceNow article: 

   Migrating to Configurable Workspace

Please let me know if you have any additional questions.

If my reply is Helpful/Correct, please mark the answer as correct

[daniellebell]

Thanks John, I had already come across the first article you posted and had still been left with some questions. 

I will dig in some more into these additional resources you've posted.  Do you know if there are any ServiceNow Learning courses that deal specifically with the Now Experience Workspace?

[John Zhang1]

There are no any learning courses yet since Configurable workspace is still new feature release since Quebec.