--- sourceDocument: Australia Impact sourceDocumentLink: https://www.servicenow.com/docs/r/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 customers, especially those on Impact packages, quickly understand and begin using the CSM Configurable Workspace. It offers a comprehensive overview and hands-on demonstration that highlights setup processes, usage, and the workspace's value. This accelerator also provides key resources and best practices to facilitate stronger product adoption and effective utilization. Show full answer Show less ## Key Features * **Temporary Instance Provisioning:** Customers receive a temporary instance with activated plugins for 30 days to explore and test the workspace features. * **Customer Coaching Sessions:** Two coaching sessions are included---a 90-minute initial session covering the workspace history, design, features, guided setup, configuration, and agent experience walkthrough, plus an optional 60-minute follow-up Q\&A session upon request. * **Applied Demonstration and Guidance:** The accelerator demonstrates installation, updates, agent workflows, and offers configuration guidance tailored for administrators. * **Customer Role Involvement:** The program recommends involvement from platform owners, system administrators, process owners, contact center/service desk managers, agents, developers, and trusted service partners to ensure alignment and effective adoption. ## Practical Benefits and Usage * Enables customers to gain hands-on experience with the CSM Configurable Workspace in a controlled environment. * Provides structured coaching to accelerate understanding and adoption, reducing ramp-up time. * Supports platform governance and operational alignment by involving key roles responsible for platform stability and process ownership. * Offers best practices and resources to maximize workspace effectiveness and agent productivity. ## Important Considerations * This accelerator is available only to Impact Guided, Guided+, Advanced, and Total package customers under the applicable terms. * It may not be available in certain restricted environments, self-hosted customers, or managed service providers with domain-separated instances. * ServiceNow does not implement recommendations 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 [CSM Configurable 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.