--- 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 --- # CRM Workspace # CRM Workspace {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 CRM Workspace is a unified user interface designed to equip customer service agents with all the necessary tools to efficiently assist customers, respond to inquiries, and resolve issues. It consolidates case, account, and contact management across multiple communication channels such as email, voice, and chat into a single screen, eliminating the need to switch between multiple tabs or applications. Show full answer Show less ## Key Features * **Unified Workspace:** A customizable interface that brings together all tools and information agents need in one place. * **List Views:** Agents can access filtered lists of cases, interactions, accounts, and contacts, with the ability to create and save custom lists for efficient management. * **Multi-tab Interface:** Enables multitasking by allowing agents to work on multiple cases, tasks, and records simultaneously within a single browser window. * **Contextual Display:** Provides a comprehensive view of customer history, including prior interactions, products, and cases, without leaving the main workspace. * **Channel Integration:** Manages customer interactions from various channels such as email, chat, and phone within the same interface. * **Contextual Side Panel:** A configurable panel offering additional tools like search, Recommended Actions, attachments, and templates to enhance agent productivity. * **AI Tools:** Capabilities to summarize chat and call interactions, case information, and generate resolution notes to accelerate issue resolution. ## Benefits for ServiceNow Customers Built on the ServiceNow Configurable Workspace UI and activated via the Customer Service plugin, CRM Workspace streamlines agent workflows by consolidating customer information, case management, and collaboration tools into a single interface. This results in: * Improved agent efficiency by enabling simultaneous handling of multiple cases and interactions across diverse channels. * Reduced context switching and tab toggling through an intuitive, focused workspace layout. * Faster issue resolution supported by machine learning-powered automated suggestions. * Proactive incident awareness with notifications for potential major incidents based on frequency and impact. * Continuous updates and insights via live activity feeds and analytics to inform agent actions. ## Application Information The CRM Workspace application is included with the Customer Service plugin and requires the Customer Central plugin starting from the Yokohama release. It is also available through the ServiceNow Store, where customers can explore additional apps and review cumulative release notes. CRM Workspace is a user interface that provides customer service agents with the tools they need to assist customers, answer questions, and resolve issues quickly and efficiently. Figure 1. CRM Workspace CRM Workspace provides agents with a unified workspace to handle customer requests. Agents can manage cases, accounts, and contacts from multiple channels, like email, voice, and chat on a single screen, eliminating the need to switch between tabs. ## CRM Workspace features {#csm-workspaces-configure__section_a3l_4lz_1hc} Key features of CRM Workspace include list views for managing cases, interactions, and other records and tabs for multitasking. It also provides agents with the ability to access customer history and context without leaving the main screen. {#csm-workspaces-configure__table_c54_js1_bhc__entry__2} | Feature | Description | |-|-| | Unified workspace | Provides the tools and information that an agent needs into a single, customizable interface. | | List views | Provide filtered lists of cases, interactions, and other records such as accounts and contacts. Agents can also create and save their own lists. | | Multi-tab interface | Tabs and subtabs enable agents to work on multiple cases, tasks, and other customer records within a single browser window. Agents can quickly move between records without losing their place. | | Contextual display | Agents get a complete view of a customer's history, including interactions, products, and cases. | | Channel integration | Agents can manage customer interactions from various channels, including email, chat, and phone, all within the same interface. | | Contextual side panel | A configurable panel that provides agents with additional tools and information such as search, Recommended Actions, attachments, and templates. | | AI tools | Summarize interaction chats and calls, summarize case information, and generate case resolution notes. | [Table 1. CRM Workspace features] {#csm-workspaces-configure__table_c54_js1_bhc}For more information, see [CSM Configurable Workspace features](https://www.servicenow.com/docs/XeBgL7Eo~DatPGY2WtnINw "CRM Workspace provides several different tools and features that agents can use to assist customers, research issues, and resolve cases."). ## CRM Workspace benefits {#csm-workspaces-configure__section_ksf_4lz_1hc} The ServiceNow [Configurable Workspace UI](https://www.servicenow.com/docs/access?context=workspace-landing-page&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) is designed to improve user efficiency and facilitate resolutions. CRM Workspace, which is built from the Configurable Workspace UI, is specifically designed for customer service agents. CRM Workspace brings together customer information, case management, and collaboration tools into a single window. This user experience enables agents to manage several cases and interactions across different channels at the same time. CRM Workspace presents the Core UI lists and forms in one interface and consolidates multiple tabs into a single, focused work area. From this single view, agents can: * Work on multiple issues concurrently in an intuitive layout, reducing context and tab switching. * 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. {#csm-workspaces-configure__ul_ylm_znb_zgc} For more information, see [CSM Configurable Workspace overview](https://www.servicenow.com/docs/btzNvcbnUyp7oeHXcdVdsA "CRM Workspace is a ServiceNow workspace specifically designed for customer service agents. This workspace is designed to improve user efficiency and facilitate resolutions and can be configured using UI Builder."). ## Application information {#csm-workspaces-configure__section_ngz_drt_cwb} The CRM Workspace application (com.snc.uib.csm_agent_workspace) is activated with the Customer Service plugin (com.sn_customerservice). Note: Starting with the Yokohama release, CRM Workspace has a dependency on the Customer Central plugin. For more information, see [Customer Central plugin](https://www.servicenow.com/docs/LFF_WNAeENMUHf1Hq6PPQQ#customer-central__section_jmt_bnt_ydc). The CRM Workspace application is available from the ServiceNow Store. ## Request apps on the Store {#csm-workspaces-configure__id_mql_xrt_cwb} Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) 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](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#csm-workspaces-configure__inline-send-to-store} **Related topics** * [List of workspaces](https://www.servicenow.com/docs/access?context=list-of-workspaces&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) * [Configurable Workspace glossary](https://www.servicenow.com/docs/access?context=configurable-workspace-glossary&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US)