--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Record pages # CRM Workspace record pages {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of CRM Workspace record pages CRM Workspace record pages define how various records---such as cases, tasks, and interactions---are displayed within the CRM Workspace environment. These pages are constructed from elements like layouts, containers, and components, often enhanced by presets, controllers, and extension points to streamline configuration, ensure reusability, and maintain upgrade compatibility. ServiceNow provides several out-of-the-box record pages that customers can use as-is or customize to meet their specific business needs. Show full answer Show less ## Key Features * **Record Pages Included with CRM Workspace:** * **CSM default record page:** Basic case management with record details, chat/phone features, and AI-powered suggestions (supports Now Assist for CSM). * **Front-line case page:** Simplified view tailored for front-line agents to quickly understand and respond to cases. * **CSM Interaction record page:** Manages interactions with live chat, calls, email, and SMS support, also supporting generative AI features. * **Email interaction record page:** Focused on managing customer email conversations. * **CSM voice interaction record page:** Integrates with Contact Center as a Service (CCaaS) for phone call handling. * **CSM centered chat interaction record page:** Centers chat conversations in the workspace for agent efficiency. * **Record default and Interaction record pages:** Basic templates that are no longer supported with patches and fixes. * **Record Page Elements:** * **Layouts:** Define component positioning and styling. * **Containers:** Hold components and group content areas. * **Components:** Building blocks like forms, lists, buttons for user interaction. * **Presets:** Predefined configurations for components that simplify setup and data binding. * **Controllers:** Encapsulate business logic, data handling, and event management for components. * **Extension points:** Allow subpages to inherit controller logic, enhancing maintainability and upgradeability. * **Determining Which Record Page Displays:** The system selects the appropriate record page based on page activation status, order value (lowest order is default), matching conditions (e.g., table associations), and audience restrictions. This ensures that users see the most relevant and context-appropriate page. * **Default Pages:** New customers start with the CSM default and CSM Interaction record pages. Existing customers keep their customized pages, though certain older pages are deprecated and no longer receive patches. Notably, the admin role now encompasses all roles and can access additional pages such as the Front-line case page and CSM centered chat interaction record page. ## Practical Benefits for ServiceNow Customers By leveraging CRM Workspace record pages, ServiceNow customers can: * Present customer and case information in an intuitive, role-specific manner that enhances agent productivity. * Utilize built-in AI capabilities with Now Assist for Customer Service Management on supported pages to drive faster issue resolution. * Customize or extend record pages easily using the modular elements and logic constructs to fit unique business processes. * Ensure ongoing compatibility and simplified upgrades through reusable presets, controllers, and extension points. * Control page visibility and relevance using conditions and audience settings to tailor the user experience. A record page provides the base structure for how a record is displayed in CRM Workspace. This includes records such as cases, tasks, and interactions. ## Record page overview {#csm-config-workspace-record-pages__section_o2t_nc1_lzb} Record pages include elements such as layouts, containers, and components to display record information. Some record pages leverage additional logic using presets, controllers, and extension points. Pages with preset and controller logic benefit from reusability because they automatically inherit styling, events, and data binding. This reusability makes simplifies configuration and makes the pages upgrade friendly. Several record pages are included with CRM Workspace. You can use these record pages as is or you can customize them to suit your needs. For more information about customizing record pages, see [Manage UI Builder pages and page variants](https://www.servicenow.com/docs/access?context=work-pages&version=australia&pubname=australia-application-development&ft:locale=en-US). ## Record pages available with CRM Workspace {#csm-config-workspace-record-pages__section_itl_gyf_b1c} Several record pages are included with CRM Workspace. {#csm-config-workspace-record-pages__table_hmm_t21_lzb__entry__2} | Page | Description | |-|-| | [CSM default record page](https://www.servicenow.com/docs/QUNedfMVI3arKNLXQLf3ZA "The CSM default record page provides case management features and functionality and enables agents to create, monitor, and resolve cases.") | This page provides the basic structure for case management, including record information, chat and phone features, and suggestions for resolving issues. Note: Use this page to display generative AI elements and functionality available with [Now Assist for Customer Service Management (CSM)](https://www.servicenow.com/docs/8EgKelPltwHO8tDwlHwomw "Use the ServiceNow ServiceNow Otto for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers."). | | [Front-line case page](https://www.servicenow.com/docs/4smCTlFYBJkk1SazEK6SBQ "The Front-line case page provides a simplified case view that enables front-line agents to quickly gather context, categorize cases, and provide prompt responses to customers.") | This page is designed for front-line agents. It provides a simplified case view that enables agents to quickly gather context, categorize cases, and provide prompt responses to customers. | | [CSM Interaction record page](https://www.servicenow.com/docs/vmxBXO8WjzhhaX3Oic~KXg "The CSM Interaction record page provides CSM interaction management features and functionality and enables agents to accept and respond to live chats, calls, email and SMS messages.") | This page includes CSM-specific features for interaction management, including interaction information and related search results, and enables agents to accept and respond to live chats, calls, email, and SMS messages. Note: Use this page to display generative AI elements and functionality available with [Now Assist for Customer Service Management (CSM)](https://www.servicenow.com/docs/8EgKelPltwHO8tDwlHwomw "Use the ServiceNow ServiceNow Otto for Customer Service Management (CSM) application to summarize the case information, generate the case resolution notes, and summarize the chat for an interaction. You can enable your agents to understand the chat and case context so that they can propose quicker resolutions to your customers."). | | [Email interaction record page](https://www.servicenow.com/docs/pWOGcXHMC2vq2Zy0V44O5A "The Email interaction record page enables agents to manage email conversations with customers using interaction records.") | This page enables agents to manage email conversations with customers using interaction records. | | [CSM voice interaction record page](https://www.servicenow.com/docs/X_JVMZXSl0X7C6qsAwF23w "The CSM voice interaction record page provides a component that customers can use for integration with Contact Center as a Service (CCaaS) providers and an interface that agents can use to handle customer phone calls.") | This page provides a component that customers can use for integration with Contact Center as a Service (CCaaS) providers and an interface that agents can use to handle customer phone calls. | | [CSM centered chat interaction record page](https://www.servicenow.com/docs/k4RtWeX3RpQBOAhDT_H0DA "The CSM centered chat interaction record page provides a chat component in the center of the workspace that agents can use to handle customer chat conversations.") | This page provides a chat component in the center of the workspace that agents can use to handle customer chat conversations. | | Record default | This page provides the basic structure for a record page, including record information, a communication interface, and suggestions for issue resolution. This page is also known as the standard record page. Note: The Record default page is no longer supported with patches and fixes. | | Interaction record page | This page provides the basic structure for an interaction record, including interaction information and related search results. Note: The Interaction record page is no longer supported with patches and fixes. | [Table 1. CRM Workspace record pages] {#csm-config-workspace-record-pages__table_hmm_t21_lzb} ## Record page elements {#csm-config-workspace-record-pages__section_xdh_4yf_b1c} Record pages are made up of different elements that determine how record information is displayed in CRM Workspace. {#csm-config-workspace-record-pages__table_iyv_lzx_hzb__entry__2} | Element | Description | |-|-| | Layouts | The metadata that determines how components are positioned on a page and what CSS rules apply. Layouts enable you to create useful and visually appealing pages. | | Containers | A container holds one or more components on a page. Think of a container as an area of the page where you add information, images, or functionality (your components). | | Components | Components are the building blocks that you use to create pages. End users, such as agents, use components to view and interact with data. Commonly used components include Heading, Image, List, Form, and Button. For more information about components and component configuration, see the [ServiceNow® Developer site](https://developer.servicenow.com/dev.do#!/reference/next-experience/components?availability[]=Draft&availability[]=In+Progress&availability[]=Available&categories[]=Dev-Design+System&releases[]=utah&query=&order_by=nameAsc&limit=120&offset=0&categories[]=uib_component&categories[]=uib_macroponent-component&categories[]=uib_facades). | | [Presets](https://www.servicenow.com/docs/access?context=presets&version=australia&pubname=australia-application-development&ft:locale=en-US) | A preset is a set of instructions that define configuration values for a specific component. A preset also specifies how a component connects to a controller. Using presets can simplify component configuration and enable you to avoid manual data binding. | | [Controllers](https://www.servicenow.com/docs/access?context=controllers&version=australia&pubname=australia-application-development&ft:locale=en-US) | A controller combines the complex business logic, including data brokers, state parameters, scripting, and event management, into a single entity. Presets use the data in a controller to auto-configure a component. | | Extension points | An extension point enables subpages, such as viewports and page collections, to inherit controllers from the parent page. Extension points also improve the ability to upgrade. | [Table 2. Record page elements] {#csm-config-workspace-record-pages__table_iyv_lzx_hzb} ## Determining which record page is used {#csm-config-workspace-record-pages__section_uyc_qjv_bhc} Record pages include several settings that the system uses to determine which record page to use when displaying information in CRM Workspace. * Active: A record page can be active or inactive. The system evaluates active pages when determining which page to use. * Order: A record page has an order value. The system uses this order value when determining which page to use. The page with the lowest order value is the default record page. * Conditions: A record page can have one or more conditions that determine when it is used. For example, a record page can have a condition that specifies a table, such as the Interaction \[interaction\] table. This condition limits the use of the page to records from the Interaction table. * Audience: A record page can have a specified audience. This audience determines who can see the page. If no audience is specified, all users can see the page. {#csm-config-workspace-record-pages__ul_l32_yg4_bhc} The system chooses a record page by evaluating the conditions, order values, and audience on the available active pages. * If there are no active pages with conditions or audience, the system chooses the page with the lowest order value. * If there is an active page with one or more conditions and those conditions are met, the system chooses that page. * If there are two active pages with the same conditions, the system chooses the page with the lowest order value. * If an audience is specified, only those users can see the record page. {#csm-config-workspace-record-pages__ul_amr_h34_bhc} ## Default record pages {#csm-config-workspace-record-pages__section_j34_kwm_2vb} Each record page has an order value and the page with the lowest order number is the default record page. New zBoot customers see the following pages by default: * CSM default record page * CSM Interaction record page {#csm-config-workspace-record-pages__ul_t1g_3zf_b1c} Upgrade customers retain their custom record pages. However, the following pages are no longer supported with patches and fixes: * Record default * Interaction record page {#csm-config-workspace-record-pages__ul_fdx_lzf_b1c} For more information about setting the default record pages, see [Set record page order](https://www.servicenow.com/docs/wLYtfZwhgK1MmzWo5CSoVA "Set the order value of a record page to determine the default page for displaying records in CRM Workspace."). Note: Starting with the Australia release, the admin role includes all roles. With this change, the admin role can see the following pages: * Front-line case page * CSM centered chat interaction record page {#csm-config-workspace-record-pages__ul_s4s_c3x_23c}