--- sourceDocument: Australia Impact sourceDocumentLink: https://www.servicenow.com/docs/r/australia/impact Release : - australia ft:locale : - en-US ft:publication_title : - Australia Impact ft:clusterId : - ipact bundleId : - ipact --- # Jumpstart Your CSM Configurable Workspace # Jumpstart Your CSM Configurable 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 Jumpstart Your CSM Configurable Workspace The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator is designed to help ServiceNow Impact customers quickly understand, set up, and adopt the CSM Configurable Workspace. It offers a comprehensive overview and practical demonstration to showcase the workspace's capabilities, guiding customers through installation, configuration, and usage best practices. This accelerator supports enhanced product adoption and provides key resources for successful implementation. Show full answer Show less This offering is available exclusively to customers with Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages. ## Key Features * **Session Preparation:** A Technical Accelerator Consultant provisions a temporary instance and activates necessary plugins for hands-on experience. * **Customer Coaching Sessions:** * **Session #1 (up to 90 minutes):** Covers CSM Configurable Workspace history, design rationale, features, adoption benefits, installation, guided setup, agent experience walkthrough, admin configuration guidance, and access to key resources. * **Session #2 (optional, up to 60 minutes):** Provides a Q\&A opportunity for additional customer-specific inquiries. * **Temporary Instance Access:** Customers receive 30 days of access to a temporary ServiceNow instance to explore and practice. * **Customer Resource Involvement:** Participation from platform owners, system administrators, process owners, contact center/service desk managers, customer service agents, developers, and trusted service partners is recommended to ensure successful adoption and alignment with business strategies. ## Practical Considerations for ServiceNow Customers * This accelerator is ideal for customers aiming to accelerate their CSM workspace implementation with expert guidance and practical demonstrations. * It emphasizes collaborative involvement of key customer roles to align technical setup and business processes effectively. * Access to a temporary instance allows hands-on experience without impacting production environments. * Some environments, such as certain restricted, self-hosted, or domain-separated managed service provider instances, may have limited availability of this accelerator. * ServiceNow resources assist with guidance and best practices but do not implement changes directly on customer production or sub-production instances. The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator provides a demonstration of the possibilities and capabilities of the CSM Configurable Workspace. ## Accelerator overview {#csm-configurable-workspace__section_nv3_rvh_c5b} Jumpstart Your (CSM) Configurable Workspace helps Impact customers gain a deeper understanding of how to get started with CSM Configurable Workspace by providing a comprehensive overview and applied  demonstration. This Accelerator guides you through the setup process and clearly illustrates the value of the workspace. Additionally, key resources and leading practices are offered to enhance product adoption and usage. For additional information on the feature, see [CRM Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&version=australia&pubname=australia-customer-service-management&ft:locale=en-US). ## Package Availability {#csm-configurable-workspace__id_zrw_zgh_ljc} Note: This Accelerator is available for Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages. Offered pursuant to the applicable Impact Accelerator Description available at  ## What you get {#csm-configurable-workspace__section_vhc_tvh_c5b} Session preparation : The Technical Accelerator Consultant: * Provisions a temporary instance * Activates related plugins {#csm-configurable-workspace__ul_m3p_xvh_c5b} Customer coaching session #1 (up to 90 minutes) : Includes the following: * Overview of CSM Configurable Workspace: * History * Design reasoning * Features * Adoption benefits {#csm-configurable-workspace__ul_jyh_ccr_vcc} * Applied demonstration of CSM Configurable Workspace: * Installation and updates * How to use guided setup * Walk through of agent experience * Highlight of key features * Configuration guidance for admins {#csm-configurable-workspace__ul_pp1_pxf_5cc} * Key resources and guides on leading practices * 30 days access to the temporary instance is provided {#csm-configurable-workspace__ul_wjt_gwh_c5b} Customer coaching session #2 (optional upon customer request, up to 60 minutes) : Opportunity for Q\&A related to the CSM Configurable Workspace ## Requested customer resources {#csm-configurable-workspace__section_mbc_jxh_c5b} One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific. {#csm-configurable-workspace__table_wzw_lxh_c5b__entry__4} | Customer resource | Responsibilities | Required | Optional | |-|-|-|-| | Platform Owner | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. | ✓ | | | System Administrators | Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks R and features. | ✓ | | | Process owners | A senior leader within each business unit for each major process or service (e.g., customer service, incident) who is accountable for ensuring the process is fit for purpose. | ✓ | | | Contact center / Service Desk managers | Subject matter expert responsible for managing Contact Center or Service Desk, agent productivity and customer experience. | | ✓ | | Other customer roles | Primary stakeholders responsible for agent experience and engagement, including Customer Service Agents, team leaders and User Experience champions. | | ✓ | | Developers | Makes changes within the ServiceNow platform to meet process requirements | | ✓ | | Trusted Service Partners | Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. | | ✓ | [Table 1. Customer resource and responsibilities] {#csm-configurable-workspace__table_wzw_lxh_c5b} ## Requested information / access {#csm-configurable-workspace__id_lxt_2yf_5cc} Refer to the applicable Impact Accelerator description available at ## Exclusions {#csm-configurable-workspace__id_zst_3yf_5cc} This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers with domain separated instances. ServiceNow resources are not responsible for implementing recommendations on customer's sub-production or production instances.