---
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 features

# CRM Workspace features {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
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## Summary of CRM Workspace features

CRM Workspace in ServiceNow's Zurich release provides customer service agents with a comprehensive interface and tools designed to streamline case management and improve customer support efficiency.
The workspace offers dashboards, form enhancements, and a suite of additional features that help agents manage cases, access customer information, and resolve issues effectively.
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## CRM Workspace Interface Features

* **CSM Workspace Landing Pages:** Offer agents an overview of new, assigned, high-priority, and group-assigned cases to prioritize work effectively.
* **Form Headers:** Configurable headers display primary and secondary information prominently, improving case context visibility.
* **Form Features:** Include agent actions, account hierarchy insights, special handling notes, related lists, and integrated Agent Assist to support case resolution.
* **Form Ribbon and Components:** Provide quick access to case details such as contact summaries, timelines, and SLA information, enabling agents to understand case status at a glance.

## Additional Features for Enhanced Customer Service

* **Advanced Work Assignment (AWA) for CSM:** Automatically assigns work to agents based on availability, capacity, and skills, optimizing workload distribution.
* **Chat Summarization:** Generates automatic summaries of chat conversations to save agents time and maintain accurate records.
* **Workforce Optimization:** Facilitates routing work, managing skills and schedules, and monitoring team performance to maintain productivity.
* **Customer Central:** Centralizes all customer information, allowing agents to quickly focus on and address customer issues.
* **Customer Service Case Types:** Define processes and data requirements for different issue categories, such as lost credit cards, ensuring appropriate handling.
* **Proactive Customer Service Operations:** Monitors digital services used by customers and proactively generates cases for service disruptions to improve responsiveness.
* **Playbooks:** Step-by-step guides to assist agents in completing tasks specific to various case types, enhancing consistency and efficiency.
* **Guided Decisions:** Supports agents with structured troubleshooting flows to resolve complex cases more rapidly.
* **Lookup and Verify:** Enables quick searching of contacts or consumers by details like name or phone number, accelerating case handling.
* **Case Action Status:** Highlights cases requiring agent attention, helping prioritize workload.
* **Estimated Time to Resolve (ETTR):** Uses machine learning to predict resolution times based on case attributes, aiding in workload management and customer communication.

## Benefits for ServiceNow Customers

By leveraging CRM Workspace and its features, ServiceNow customers can enhance their customer service operations through improved case visibility, smarter work assignment, and efficient access to customer data. The workspace supports proactive and guided case management, enabling agents to resolve issues faster and deliver a higher-quality customer experience.  
Agents can use several different features available in CRM Workspace to assist customers and resolve cases.

## CRM Workspace interface features {#csm-workspace-feature-overview__section_qfk_qvr_xnb}

Use these topics to get an overview of the CRM Workspace interface, landing pages, and forms. {#csm-workspace-feature-overview__table_csm_workspace_feature_overview__entry__2}

| Feature overview | Description |
|-|-|
| [CSM workspace 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.") | Provides customer service agents with an overview of their new, assigned, and high priority cases, plus the cases assigned to their groups. |
| [CSM workspace form headers](https://www.servicenow.com/docs/BlsKZQ3XOpJih_QK1SdyjA "Form headers in CRM Workspace provide a quick glance of case, account, or contact information.") | Provides an overview of configurable form headers, the primary and secondary values included in the headers, and where this information appears. |
| [CSM workspace form features](https://www.servicenow.com/docs/rdnZWjkN0oma5gsysssZrw "CRM Workspace form features include account hierarchy, special handling notes, and agent actions.") | Provides an overview of agent actions, account hierarchy, special handling notes, related lists, and Agent Assist. |
| [CSM workspace form ribbon and components](https://www.servicenow.com/docs/q_bcYIKYB_GbKgoW7Bw9Uw "The form ribbon provides includes components that display relevant information about a case and provide agents with a quick overview of the case details. These components can include a contact or consumer summary, a timeline, and SLA details.") | Provides agents with a quick overview of the case details. Components in the form ribbon display relevant information about the case, including a contact or consumer summary, a timeline, and SLA details. |
[Table 1. Overview of CRM Workspace features]

{#csm-workspace-feature-overview__table_csm_workspace_feature_overview}

## Additional features {#csm-workspace-feature-overview__section_pfq_qvr_xnb}

A number of additional features are available for use with CRM Workspace.{#csm-workspace-feature-overview__table_nkr_p2s_xnb__entry__2}

| Feature | Description |
|-|-|
| [AWA for CSM](https://www.servicenow.com/docs/66i7jc88yGZ5Pnsk8qrpSA "Use the ServiceNow Advanced Work Assignment (AWA) for Customer Service Management feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for CSM pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.") | Use Advanced Work Assignment (AWA) to automatically assign work items to agents based on their availability, capacity, and skills. |
| [Chat summarization](https://www.servicenow.com/docs/uPVZfpsiTN~HxFDXTQKHaw "Use the chat summarization feature to automatically create summaries of chat conversations. The chat summary enables an agent to quickly gain an understanding of the interaction without reading the entire transcript of the conversation.") | Use chat summarization to automatically create summaries of chat conversations. |
| [Workforce Optimization for Customer Service](https://www.servicenow.com/docs/m33UgzmwIFod~RMMm1fwLQ "Manage and maintain the productivity of your workforce from a single application using Workforce Optimization for Customer Service. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.") | Use Workforce Optimization to manage and maintain the productivity of your workforce. Efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. |
| [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.") | Use Customer Central to provide agents with all of the information about a customer in one central location. This feature enables agents to quickly zoom in on the customer issue and provide efficient and supportive service. |
| [Customer Service Case Types](https://www.servicenow.com/docs/wrSRX71siHtD3ZOx0acj7g "A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Use the case types feature to create and configure the different types of customer service cases that your organization needs.") | Use case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue, such as a lost or missing credit card. |
| [Proactive Customer Service Operations](https://www.servicenow.com/docs/lPvKd89p2wIdk8A8qs8AmQ "Proactively trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume.") | Use this feature to track the digital services used by your customers and to proactively create cases for service disruptions. |
| [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.") | Use playbooks to provide step-by-step guidance for completing the tasks needed to resolve specific types of customer service cases. |
| [Guided Decisions for Customer Service Management](https://www.servicenow.com/docs/_kk7PrFYw8ZttRb2_4GQbw "Create structured troubleshooting processes for your agents through the ServiceNow Guided Decisions Experience application. Help your agents solve complex issues in a consistent way.") | Use guided decisions to resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process. |
| [Lookup and verify](https://www.servicenow.com/docs/M~HqHkMLpQ0AJG6Oij9Ouw "The lookup and verify feature enables customer service agents to quickly look up contacts or consumers using information such as the name, phone number, or record number.") | Use this feature to enable agents to quickly look up contacts or consumers using information such as the name, phone number, or record number. |
| [Case action status](https://www.servicenow.com/docs/6ho~y8KZ8Z72d~jpp0GBsg "The case action status feature displays the status of cases in the Case list. With this feature, customer service agents can easily identify cases that need attention.") | Use the case action status feature so that agents can easily identify cases that need attention. |
| [Estimated time to resolve a case](https://www.servicenow.com/docs/c4cimrg7YkuOYDnzGMWSuA "Machine learning in Customer Service Management helps with case resolution by predicting the estimated time to resolve a case.") | Use machine learning to predict the estimated time to resolve a case (ETTR) based on case attributes such as the short description, category, priority, and assignment group. |
[Table 2. Additional features for CRM Workspace]

{#csm-workspace-feature-overview__table_nkr_p2s_xnb}