CSM Configurable Workspace
Summarize
Summary of CSM Configurable Workspace
The CSM Configurable Workspace is an efficient user interface designed for customer service agents, managers, and help desk professionals. It consolidates essential tools and features into a single workspace, allowing users to address customer inquiries and resolve issues effectively. Key functionalities include a multi-tab interface for managing multiple cases and contextual displays for quick task orientation.
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Key Features
- Multi-issue management: Agents can work on several issues simultaneously in an intuitive layout.
- Automated suggestions: Machine learning enhances issue resolution speed with automated recommendations.
- Incident notifications: Alerts about potential major incidents based on frequency and impact.
- Live activity feed: Provides real-time updates and critical insights through analytics.
- Customizable pages: Use UI Builder to create or modify pages for tailored workspace experiences.
Key Outcomes
By utilizing the CSM Configurable Workspace, agents can engage with customers more effectively, manage their workload with greater efficiency, and leverage advanced features such as machine learning and analytics. The workspace enhances overall productivity and ensures that agents have the tools necessary for timely issue resolution.
CSM Configurable Workspace is a user interface that provides agents with the tools they need to answer customer questions and resolve customer issues.
The Workspace UI is built to improve agent efficiency and facilitate resolutions. From a single view, agents can:
- Work on multiple issues concurrently in an optimized, intuitive layout.
- Resolve issues faster with automated suggestions powered by machine learning.
- Get notified of potential major incidents based on issue frequency and impact.
- Keep informed of updates and surface important insights with a live activity feed and analytics.
Overview
A workspace is a suite of tools in a single focused work area that enables a user to efficiently complete an entire job. It provides users such as customer service agents, managers, and help desk professionals with tools to help answer customer questions and resolve issues.
A workspace also includes features that enable a user to be more efficient, including a multi-tab interface for managing multiple cases and a contextual display that provides quick orientation to the current task. For more information about the key features that make up a workspace, see Exploring Workspace.
Workspaces use pages and page variants to display table and record information. Some pages are provided with the CSM Configurable Workspace application. For more information, see CSM Configurable Workspace record pages.
You can also create pages, either from a template or from scratch, or you can duplicate and customize an existing page variant. You can create and customize pages and variants using UI Builder, a web user interface builder. For more information, see Creating pages and page variants.
UI Builder
- Configure page layouts and components.
- Extend and deploy custom components in a workspace.
- Leverage UI Builder components to build additional solutions.
- For more information about working with components in UI Builder, see Work with components.
- For more information about available components, see https://developer.servicenow.com/dev.do#!/reference/now-experience/sandiego/components.
Workspace tutorials
Application information
The CSM Configurable Workspace application is available from the ServiceNow Store. CSM Configurable Workspace enables agents to engage with customers, answer questions, create cases, and resolve issues.
Request apps on the Store
Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.