CSM Configurable Workspace features

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of CSM Configurable Workspace features

    The CSM Configurable Workspace is designed to empower customer service agents with a comprehensive interface and tools to efficiently manage and resolve customer cases. It offers a structured environment with tailored landing pages, configurable forms, and additional intelligent features to streamline case handling and improve customer support quality.

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    CSM Configurable Workspace Interface Features

    • CSM Workspace Landing Pages: Provide agents with a consolidated view of their new, assigned, and high-priority cases, as well as cases assigned to their groups, enabling quick prioritization and action.
    • CSM Workspace Form Headers: Display primary and secondary configurable values to present critical case information clearly within the form header, enhancing context awareness.
    • CSM Workspace Form Features: Include agent actions, account hierarchy visibility, special handling notes, related lists, and integration with Agent Assist, facilitating more informed and efficient case resolution.
    • CSM Workspace Form Ribbon and Components: Offer quick access to essential case details such as contact or consumer summaries, timeline views, and SLA information, supporting timely and relevant responses.

    Additional Features for Enhanced Customer Service Management

    The workspace supports several advanced capabilities to optimize agent productivity and customer experience:

    • Advanced Work Assignment (AWA): Automatically assigns cases based on agent availability, capacity, and skills, ensuring balanced workloads and faster case handling.
    • Chat Summarization: Automatically generates summaries of chat conversations, aiding agents in quickly understanding previous interactions.
    • Workforce Optimization: Helps manage team skills, schedules, and performance to maintain productivity and effective routing of work.
    • Customer Central: Provides a centralized view of all customer information, enabling agents to quickly focus on and resolve customer issues.
    • Customer Service Case Types: Supports handling diverse customer issues by defining specific processes and data requirements per case type.
    • Proactive Customer Service Operations: Monitors digital services usage and proactively creates cases for service disruptions, improving customer satisfaction through early intervention.
    • Playbooks: Offer step-by-step guidance to agents for resolving specific case types, ensuring consistency and thoroughness.
    • Guided Decisions: Streamline resolution of complex cases by leading agents through structured troubleshooting processes.
    • Lookup and Verify: Enables quick lookup of contacts or consumers using key identifiers, speeding up case processing.
    • Case Action Status: Helps agents easily identify cases requiring attention, improving case management efficiency.
    • Estimated Time to Resolve (ETTR): Uses machine learning to predict resolution time based on case attributes, aiding in workload planning and customer communication.

    Practical Benefits for ServiceNow Customers

    By leveraging these features, ServiceNow customers can expect to enhance agent productivity, improve response times, and deliver more personalized and proactive customer service. The configurable workspace supports tailored workflows and intelligent automation, enabling agents to focus on high-value activities and resolve cases efficiently.

    Agents can use several different features available in CSM Configurable Workspace to assist customers and resolve cases.

    CSM Configurable Workspace interface features

    Use these topics to get an overview of the CSM Configurable Workspace interface, landing pages, and forms.
    Table 1. Overview of CSM Configurable Workspace features
    Feature overview Description
    CSM workspace landing pages 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 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 Provides an overview of agent actions, account hierarchy, special handling notes, related lists, and Agent Assist.
    CSM workspace form ribbon and components 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.

    Additional features

    A number of additional features are available for use with CSM Configurable Workspace.
    Table 2. Additional features for CSM Configurable Workspace
    Feature Description
    AWA for CSM Use Advanced Work Assignment (AWA) to automatically assign work items to agents based on their availability, capacity, and skills.
    Chat summarization Use chat summarization to automatically create summaries of chat conversations.
    Workforce Optimization for Customer Service 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 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 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 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 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 Use guided decisions to resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process.
    Lookup and verify 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 Use the case action status feature so that agents can easily identify cases that need attention.
    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.