CSM Configurable Workspace
Summarize
Summary of CSM Configurable Workspace
CSM Configurable Workspace is a unified user interface designed specifically for customer service agents to efficiently manage customer interactions and cases. It consolidates tools and information into a single, customizable workspace, allowing agents to assist customers, answer queries, and resolve issues quickly without switching between multiple tabs or applications. This workspace supports multi-channel management, including email, voice, and chat, facilitating seamless handling of customer requests.
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Key Features
- Unified workspace: Integrates all necessary tools and customer information into one customizable interface to streamline agent workflows.
- List views: Enables agents to filter and manage lists of cases, interactions, accounts, and contacts, with the ability to create and save personalized lists.
- Multi-tab interface: Allows multitasking by working on multiple cases and tasks within a single browser window without losing context.
- Contextual display: Provides a comprehensive view of customer history, including past interactions, products, and cases, directly within the workspace.
- Channel integration: Supports managing customer communications from various channels such as email, chat, and phone, all in one interface.
- Contextual side panel: Offers configurable tools like search, recommended actions, attachments, and templates to assist agents during interactions.
- AI tools: Enhances productivity by summarizing chats and calls, case information, and generating case resolution notes automatically.
Benefits for ServiceNow Customers
CSM Configurable Workspace enhances agent productivity by consolidating customer data, case management, and collaboration tools into a single window. This design reduces the need to switch contexts or tabs, enabling agents to handle multiple cases and interactions concurrently. The workspace leverages machine learning to provide automated suggestions for faster issue resolution and alerts agents about potential major incidents based on issue trends. Additionally, live activity feeds and analytics keep agents informed with real-time updates and insights, improving overall service efficiency and customer satisfaction.
Application Information
The CSM Configurable Workspace application (com.snc.uib.csmagentworkspace) is included with the Customer Service plugin (com.sncustomerservice). From the Yokohama release onward, it requires the Customer Central plugin as a dependency. The application is also available on the ServiceNow Store, where customers can explore other related apps and review release history.
CSM Configurable Workspace is a user interface that provides customer service agents with the tools they need to assist customers, answer questions, and resolve issues quickly and efficiently.
CSM Configurable Workspace provides agents with a unified workspace to handle customer requests. Agents can manage cases, accounts, and contacts from multiple channels, like email, voice, and chat on a single screen, eliminating the need to switch between tabs.
CSM Configurable Workspace features
Key features of CSM Configurable Workspace include list views for managing cases, interactions, and other records and tabs for multitasking. It also provides agents with the ability to access customer history and context without leaving the main screen.
| Feature | Description |
|---|---|
| Unified workspace | Provides the tools and information that an agent needs into a single, customizable interface. |
| List views | Provide filtered lists of cases, interactions, and other records such as accounts and contacts. Agents can also create and save their own lists. |
| Multi-tab interface | Tabs and subtabs enable agents to work on multiple cases, tasks, and other customer records within a single browser window. Agents can quickly move between records without losing their place. |
| Contextual display | Agents get a complete view of a customer's history, including interactions, products, and cases. |
| Channel integration | Agents can manage customer interactions from various channels, including email, chat, and phone, all within the same interface. |
| Contextual side panel | A configurable panel that provides agents with additional tools and information such as search, Recommended Actions, attachments, and templates. |
| AI tools | Summarize interaction chats and calls, summarize case information, and generate case resolution notes. |
CSM Configurable Workspace benefits
The ServiceNow Configurable Workspace UI is designed to improve user efficiency and facilitate resolutions. CSM Configurable Workspace, which is built from the Configurable Workspace UI, is specifically designed for customer service agents.
CSM Configurable Workspace brings together customer information, case management, and collaboration tools into a single window. This user experience enables agents to manage several cases and interactions across different channels at the same time.
- Work on multiple issues concurrently in an intuitive layout, reducing context and tab switching.
- Resolve issues faster with automated suggestions powered by machine learning.
- Get notified of potential major incidents based on issue frequency and impact.
- Keep informed of updates and surface important insights with a live activity feed and analytics.
For more information, see CSM Configurable Workspace overview.
Application information
The CSM Configurable Workspace application (com.snc.uib.csm_agent_workspace) is activated with the Customer Service plugin (com.sn_customerservice).
Starting with the Yokohama release, CSM Configurable Workspace has a dependency on the Customer Central plugin. For more information, see Customer Central plugin.
The CSM Configurable Workspace application is available from the ServiceNow Store.
Request apps on the Store
Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.