CSM Configurable Workspace overview

  • Release version: Zurich
  • Updated November 26, 2025
  • 2 minutes to read
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    Summary of CSM Configurable Workspace overview

    CSM Configurable Workspace is a ServiceNow workspace tailored specifically for customer service agents to enhance efficiency and streamline case resolution. It integrates familiar list and form interfaces with additional features that help agents manage multiple cases and quickly focus on their current tasks. The workspace is customizable using UI Builder, allowing organizations to adapt the interface to different user roles and workflows.

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    CSM Configurable Workspace and UI Builder

    The workspace leverages content pages composed of layouts and components to present lists, tables, and record information. ServiceNow provides default record pages such as the CSM default record page and the CSM Interaction record page, which can be customized or extended. UI Builder enables customers to:

    • Create and tailor pages and variants for multiple user roles.
    • Configure page layouts, containers, and components using reusable Next Experience components.
    • Customize components for data visualization, messaging, navigation, and content arrangement.

    This flexibility allows customer service organizations to build a workspace that aligns with their specific operational requirements.

    Viewing Information in CSM Configurable Workspace

    Agents can access information through several interface types designed to improve usability and productivity:

    • Landing pages: Serve as starting points that display filtered lists (e.g., assigned cases), key performance indicators (KPIs), and metrics to help agents prioritize work and track performance.
    • Dashboards: Provide customizable overviews featuring filtered lists, reports, and performance analytics, enabling agents to display relevant information efficiently.
    • List pages: Show database table records like cases and case tasks with navigation and filtering tools to manage records effectively.
    • Record pages: Present detailed information from individual records using layouts, containers, and components to organize content clearly.

    Additional Resources

    ServiceNow offers tutorials to help agents understand workspace components and workflows, including tutorials focused on starting with a record or starting with a chat, supporting quick adoption and effective use of the workspace.

    CSM Configurable 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.

    The configurable workspace UI provides a suite of tools in a single focused work area. It displays the lists and forms that agents are used to working in within the Core UI. It also includes features that enable agents to be more efficient, manage multiple cases, and quickly orient themselves to the current task.

    CSM Configurable Workspace and UI Builder

    ServiceNow configurable workspaces use content pages to display list, table, and record information. These pages contain layouts and components that provide building blocks for creating user interfaces.

    Some record pages are provided with the CSM Configurable Workspace application, such as the CSM default record page and the CSM Interaction record page.

    You can customize these content pages and create content pages for workspaces using UI Builder, a web user interface builder. With UI Builder, you can:
    • Create pages and page variants, tailoring workspace pages for multiple user roles.
    • Configure page layouts, containers, and components, drawing from the library of reusable Next Experience components.
    • Customize components for page layouts, content, data visualization, messaging, and navigation.
    For more information about working with content pages and components, see the following topics:

    Viewing information in CSM Configurable Workspace

    Agents can view information in different ways in CSM Configurable Workspace including landing pages and dashboards, list pages, and record pages.

    Table 1. Viewing information in CSM Configurable Workspace
    Information Description
    Landing pages Landing pages provide agents with a starting point to get into their work. These pages can include filtered lists such as assigned cases and case tasks, key performance indicators (KPIs), and other metrics. Agents can quickly scan the information presented on a landing page and prioritize cases and case tasks, access records, and track their performance.
    Dashboards Dashboards provide an overview of information such as filtered lists, reports, and performance analytics. Dashboards are flexible and easily customizable so agents can display the information they need.
    List pages A list displays records from a database table. CSM Configurable Workspace uses list pages to display list information such as cases and case tasks. These pages are designed to help agents navigate, filter, and manage records.
    Record pages A record displays the information from one record in a database table. CSM Configurable Workspace uses record pages to provide the base structure for how that information is displayed. Record pages include elements such as layouts, containers, and components to display record information.

    Configurable workspace tutorials

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