CSM Landing Page
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Summary of CSM Landing Page
The CSM Landing Page is designed to help customer service agents and managers efficiently manage cases and monitor performance within ServiceNow Customer Service Management (CSM). It provides lists of assigned cases and case tasks, along with agent, group, and organization metrics to prioritize work and track outcomes. Administrators can customize these landing pages using UI Builder to fit specific business needs.
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Key Features
- Important Items Section: Displays single score cards highlighting critical cases such as high priority (P1, escalated, needing attention), SLA breaches, cases not updated in over 3 days, case tasks, and unassigned cases within the agent's assignment groups. Selecting a score card filters relevant records.
- Cases Section: Shows two lists - My active cases and My team's cases. Clicking a case number opens the detailed case record in a new tab.
- Performance Section: Includes indicators like Met SLA (last 7 days), Reopened cases (last 30 days), and—if the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin is activated—customer satisfaction score (CSAT), response time, and resolution time. Selecting an indicator reveals filtered records or KPI details.
- Customization and Multiple Landing Pages: Administrators can create and customize multiple landing pages via UI Builder. Only one landing page displays per user, controlled by the Active status and order priority. Access is managed by roles or assignment group membership, with multiple conditions evaluated using OR logic.
- Plugin Requirements: To ensure correct filtering of high priority cases, the Customer Service Case Action Status plugin (com.snc.csmactionstatus) must be installed as it adds the necessary actionstatus field. The instance should be on Xanadu Patch 7 or later.
- Availability: The CSM Landing Page is included with the CSM Configurable Workspace (sncsmwrkspc) plugin and is the default landing page in the Zurich release. Existing customers who customized their landing pages prior to Zurich must manually accept the new landing page.
Practical Benefits for ServiceNow Customers
- Enables agents and managers to quickly assess and prioritize workload with clear visibility into critical cases and tasks.
- Improves efficiency by providing direct access to case records and performance metrics from a single interface.
- Supports tailored user experiences through customizable landing pages aligned with organizational roles and responsibilities.
- Enhances reporting and tracking capabilities with integrated performance analytics and customer satisfaction insights.
- Ensures accurate case categorization and filtering through required plugins and platform updates, maintaining data integrity.
The CSM Landing Page provides users with lists of assigned cases and case tasks as well as agent, group, and organization metrics.
Customer service agents and managers can use the CSM Landing Page to quickly scan and prioritize work, access records, and track performance. Administrators can customize landing pages in UI Builder to meet their unique business needs.
The CSM Landing Page includes components that display case information, plus visualizations that further break down the component data. Each of the visualizations is connected to a data source. For example, the High
priority cases component includes visualizations for P1 and escalated cases, plus cases that need attention.
Note:
To ensure the High priority cases component filters correctly, install the Customer Service Case
Action Status (com.snc.csm_action_status) plugin. This plugin adds the missing action_status field, which isn't included with the CSM plugin by default. Also, ensure your instance is on Xanadu Patch 7
or later.
The CSM Landing Page is available with the CSM Configurable Workspace (sn_csm_wrkspc) plugin. This landing page is the default landing page for CSM Configurable Workspace.
Note:
Upgrade customers who haven’t customized the existing CSM Configurable Workspace landing page are automatically upgraded to the landing page available with the Zurich release. Upgrade customers who have customized the existing CSM Configurable Workspace landing page must manually accept the Zurich landing page.
CSM Landing Page sections and components
The CSM Landing Page includes different sections and components that display important items, record lists, and performance data.
| Section | Description |
|---|---|
| Important Items | This section includes single score cards that display an agent's most important items to work on.
|
| Cases | This section includes two lists of records:
|
| Performance | This section includes indicators that track the agent's performance.
The following indicators are available in the Performance section with activation of the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin:
|
Create a landing page for CSM Configurable Workspace
Use UI Builder to create landing pages for your agents. For more information, see Create a CSM Configurable Workspace landing page.
Create multiple landing pages
You can create multiple landing pages. However, only a single landing page is displayed for a user. The landing page that is displayed depends on the following settings:
- The setting of the Active field. This field must be set to true for a landing page to be displayed.
- The Order of the landing page. Pages with a lower-order value take precedence over pages with a higher-order value. The active page with the lowest order number is displayed.
- If permissions are defined, users can see a landing page if they have the required role or are a member of the required assignment group. Multiple roles and assignment group conditions are treated as OR conditions.