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

UI Builder is a web user interface builder that enables you to build pages for workspaces. With UI Builder, you can:
  • 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 pages and components, see the following topics:

Workspace tutorials

The following tutorials describe the different parts of a workspace and give you an overview of how a workspace works.

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.