--- sourceDocument: Zurich Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management Release : - zurich ft:locale : - en-US ft:publication_title : - Zurich Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Agent experience # Agent experience {#ariaid-title1} Release version: Zurich Updated July 31, 2025 ![](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 Agent experience The Agent experience in ServiceNow's Customer Service Management (CSM) application enables your agents to efficiently assist customers across multiple communication channels, manage cases, and ensure high-quality service. Designed to streamline agent workflows, the experience consolidates tools and information into a unified, configurable workspace that enhances productivity and responsiveness. Show full answer Show less ## Key Features * **CSM Configurable Workspace:** Provides a single desktop for handling interactions from phone, chat, messaging, web forms, and more. Agents can manage multiple cases via tabs, track issue statuses across teams, and access contextual information dynamically. Options like compact and dark modes improve usability and focus. * **Advanced Work Assignment:** Automates the routing and assignment of work items such as cases and chats based on criteria like agent availability, skills, workload, and account relationships, ensuring efficient distribution of tasks. * **Customer Central:** Offers a centralized, customizable view of customer-specific information, integrating historical and live interaction data (including self-service activities and communications). This view can be extended with custom components to show metrics like customer health scores and churn risk. * **Agent Assist:** Supports agents by performing automatic searches for relevant solutions from cases, knowledge base articles, and other sources directly within the workspace, accelerating case resolution. * **Playbooks:** Guides agents through step-by-step workflows tailored to specific case types (e.g., onboarding, complaints, product support), helping visualize and manage the entire case lifecycle effectively. * **Mobile Application:** Enables agents and managers to access, update, and approve case tasks in real time from mobile devices, supporting work anytime and anywhere to maintain responsiveness. ## Key Outcomes * Agents gain a unified, efficient interface to handle multiple customer interactions simultaneously. * Automated work assignment improves task distribution based on agent capabilities and availability. * Comprehensive customer views empower agents with relevant context for personalized service. * Faster case resolution through integrated search and guided workflows. * Increased flexibility and responsiveness with mobile access for agents and managers. Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with Customer Service Management application. ## CSM Configurable Workspace {#agent-exp__section_ut1_mm5_2yb} Your agents have one desktop for any interaction--phone, chat, messaging, web forms, etc. Multiple tabs allow agents to efficiently manage several cases at once. Agents have ongoing visibility into the status of issues assigned to middle and back-office teams for resolution. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and productivity. To learn more about CSM Configurable Workspace, see [Explore CRM Workspace](https://www.servicenow.com/docs/y1QpQDf~IzwM0NOqXt51Wg "CRM Workspace is a workspace that can easily be configured and extended using UI Builder."). ## Advanced Work Assignment {#agent-exp__section_kcc_ym5_2yb} Define criteria and routing conditions to automatically assign work items (such as chats or cases) to agents based on their availability, capacity, skills, work history, related tasks, or account team. To learn more about Advanced Work Assignment, see [Set up an Advanced Work Assignment service channel for assigning case tasks](https://www.servicenow.com/docs/4JR1Zt3wJnJUrboCORnAGg "Set up an Advanced Work Assignment (AWA) service channel that you can use to assign case tasks to available users."). ## Customer Central {#agent-exp__section_a3p_3n5_2yb} Your agents get a ready-to use centralized view of customer-specific information. Customer Central combines historical activity from self-service (such as knowledge base article views and Virtual Agent interactions) as well as live interactions (such as chat and SMS). It can be further customized to incorporate data from different sources and use custom components to include customer health scores, churn risk, recent transactions, etc. To learn more about Customer Central, see [Customer Central](https://www.servicenow.com/docs/7hFE8ZFopUEk526qvir87Q "Customer Central provides customer service agents with all the information about the customer in one central place. It enables them to quickly zoom in on the customer issues and provide efficient and supportive service to their customers."). ## Agent Assist {#agent-exp__section_qth_wn5_2yb} With agent assist, your agents can handle cases in the workspace, perform an automatic search that shows possible solutions in other cases, knowledge base articles, and additional information sources. ## Playbooks {#agent-exp__section_py1_lby_tvb} Your agents can use playbooks to provide your customers with the step-by-step guidance that they need for resolving specific types of customer service cases. For example, your agents can use these playbooks to help your customers resolve onboarding, complaint, and product support issues. A playbook enables your agents to manage the life cycle of a case. The workflows that are associated with a specific type of case and the activities that need to be completed to resolve cases of this type are detailed in the playbook. Playbooks also help your agents to visualize the entire life cycle of a workflow. To learn more about playbooks, see [Playbooks for Customer Service Management](https://www.servicenow.com/docs/i~Ne9FtHmIcsMUho6ATasQ "The capabilities provided by playbooks enable agents to quickly resolve customer issues. These capabilities work together to provide agents with a better overall experience when using playbooks to resolve customer issues."). ## Mobile {#agent-exp__section_bdp_mby_tvb} Your agents can manage their customer service cases from a mobile device with the Customer Service Management mobile application. Your agents can stay connected and access information in real time to complete their tasks quickly. Both your customer service agents and managers can use the Customer Service Management mobile application to review the case details quickly so that they can complete their case tasks. By using a mobile phone with the Customer Service Management application, your agents and customer service managers can perform routine actions and approvals anytime and from anywhere. To learn more about the Customer Service Management mobile application, see [Mobile experience for Customer Service Management](https://www.servicenow.com/docs/QSq8XNOdd1knF5Gi9HvQ0g "Manage customer service cases from a mobile device with the Customer Service Management mobile application. Stay connected and access information in real time to complete tasks quickly.").