--- 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 --- # CRM Workspace overview # CRM Workspace overview {#ariaid-title1} Release version: Zurich Updated November 26, 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 CRM Workspace overview CRM Workspace is a ServiceNow workspace tailored specifically for customer service agents to enhance their efficiency and facilitate faster resolutions. It consolidates essential tools, lists, and forms into a single, focused user interface familiar to agents from the Core UI. The workspace supports managing multiple cases simultaneously and helps agents quickly focus on their current tasks. Show full answer Show less ## CRM Workspace and UI Builder The workspace leverages ServiceNow's UI Builder, a web-based interface design tool, allowing customers to customize and create content pages. Content pages include layouts and components used to display lists, tables, and records. Customers can: * Create pages and variants suited for different user roles. * Configure layouts, containers, and Next Experience reusable components. * Customize components for content display, data visualization, messaging, and navigation. Record pages, such as the CSM default record page and interaction record page, come pre-provided with CRM Workspace and can be tailored using UI Builder. ## Viewing Information in CRM Workspace Agents interact with information through several views designed to streamline their workflow: * **Landing pages:** Serve as entry points with filtered lists (e.g., assigned cases), key performance indicators, and metrics to help agents prioritize tasks and monitor performance. * **Dashboards:** Provide customizable overviews with filtered lists, reports, and analytics tailored to agent needs. * **List pages:** Display records such as cases and case tasks, with navigation and filtering options to manage multiple records efficiently. * **Record pages:** Show detailed information for individual records using structured layouts, containers, and components. ## Additional Resources ServiceNow provides tutorials to help agents get started with CRM Workspace, focusing on workflows beginning with either a record or a chat. These resources support users in understanding workspace components and navigation. CRM 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](https://www.servicenow.com/docs/access?context=learn-about-agent-workspace&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) 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. ## CRM Workspace and UI Builder {#csm-config-workspace-overview__section_zr5_jgp_pjv} 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](https://www.servicenow.com/docs/1fIWK20kcyBwQW~w56YSHw "A record page provides the base structure for how a record is displayed in CRM Workspace. This structure includes records such as cases, tasks, and interactions.") are provided with the CRM Workspace application, such as the [CSM default record page](https://www.servicenow.com/docs/XEKMy8DhtD2n~lhMAapALQ "The CSM default record page provides case management features and functionality and enables agents to create, monitor, and resolve cases.") and the [CSM Interaction record page](https://www.servicenow.com/docs/4W4LqtJwby0GjTa6U_sRyA "The CSM Interaction record page provides CSM interaction management features and functionality and enables agents to accept and respond to live chats, calls, email and SMS messages."). You can customize these content pages and create content pages for workspaces using [UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=zurich&pubname=zurich-application-development&ft:locale=en-US), 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. {#csm-config-workspace-overview__ul_rcn_hhk_wrb} For more information about working with content pages and components, see the following topics: * [CSM Configurable Workspace record pages](https://www.servicenow.com/docs/1fIWK20kcyBwQW~w56YSHw "A record page provides the base structure for how a record is displayed in CRM Workspace. This structure includes records such as cases, tasks, and interactions.") * [Creating pages and page variants](https://www.servicenow.com/docs/PaHT5y2T2rnUI5auARV94g "You can create new pages or customize existing pages in UI Builder to display table and record information in CSM Configurable Workspace.") * [Work with components](https://www.servicenow.com/docs/access?context=work-components&version=zurich&pubname=zurich-application-development&ft:locale=en-US). * [Next Experience Components documentation](https://developer.servicenow.com/dev.do#!/reference/next-experience/components?&query=&order_by=nameAsc&limit=120&offset=0&categories[]=uib_component&categories[]=uib_macroponent-component&categories[]=uib_facades). {#csm-config-workspace-overview__ul_iyg_gcq_1bc} ## Viewing information in CRM Workspace {#csm-config-workspace-overview__section_zc3_bb3_zgc} Agents can view information in different ways in CRM Workspace including landing pages and dashboards, list pages, and record pages. {#csm-config-workspace-overview__table_i3n_qbj_zgc__entry__2} | Information | Description | |-|-| | [Landing pages](https://www.servicenow.com/docs/jczgamx9hq2RsgKSRoGh_w "A landing page is an initial view of your workspace. Landing pages present content tailored to a user’s assigned role and provide the information they must get started with their work.") | 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](https://www.servicenow.com/docs/DJ_cSwhhBepGIa2IwLQLUg "Enable your users to display, customize, and share dashboards in CRM Workspace and use these dashboards as landing pages.") | 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](https://www.servicenow.com/docs/access?context=lists-configurable-workspace&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) | A list displays records from a database table. CRM 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](https://www.servicenow.com/docs/1fIWK20kcyBwQW~w56YSHw "A record page provides the base structure for how a record is displayed in CRM Workspace. This structure includes records such as cases, tasks, and interactions.") | A record displays the information from one record in a database table. CRM 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. | [Table 1. Viewing information in CRM Workspace] {#csm-config-workspace-overview__table_i3n_qbj_zgc} ## Configurable workspace tutorials {#csm-config-workspace-overview__section_mxg_z2k_t1c} The following tutorials describe the different parts of a workspace and give you an overview of how a workspace works. * [Workspace tutorial for agents starting with a record](https://www.servicenow.com/docs/access?context=workspace-tutorial-for-agents&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) * [Workspace tutorial for agents starting with a chat](https://www.servicenow.com/docs/access?context=workspace-tutorial-agents-chat&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) {#csm-config-workspace-overview__ul_gnj_3fk_t1c}