CSM Configurable Workspace page templates

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

    CSM Configurable Workspace page templates are predefined blueprints in UI Builder that help ServiceNow customers create and customize record pages or page variants quickly. Each template includes components, data resources, extension points, and layout structures tailored for specific Customer Service Management (CSM) functionalities. Starting from these templates allows agents and administrators to efficiently build workspace pages that fit their operational needs without starting from scratch.

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    Key Features

    • CSM Default Record Template: Supports case management by enabling agents to create, monitor, and resolve cases. Ideal for extending case-related functionality.
    • CSM Interaction Record Template: Focuses on interaction management, allowing agents to handle live chats, calls, and SMS messages. Useful for customizing interaction workflows.
    • Front-line Case Page Template: Provides a simplified interface for agents to quickly gather customer context, categorize cases, view activity streams, related information, and search knowledge articles. Focuses on essential case handling features for prompt responses.
    • CSM Voice Interaction Record Template: Designed for managing phone call interactions. Includes customizable views for different CCaaS providers, real-time updates, notifications, and integration options like call transcripts.
    • CSM Centered Chat Interaction Record Template: Highlights the chat component centrally within the workspace, giving agents better visibility into chat conversations and customer histories to improve issue resolution.
    • Record Presence Feature: Available on pages created from the CSM Default and Interaction templates, this feature shows which users are currently viewing a record, enhancing collaboration and awareness.

    Practical Benefits for ServiceNow Customers

    • Accelerates workspace page creation with ready-to-use templates tailored for common CSM scenarios.
    • Enables easy customization and extension of case, interaction, voice, and chat management functionality.
    • Improves agent efficiency by providing focused and relevant information layouts for different customer engagement channels.
    • Enhances collaboration with visibility into other users viewing the same records.
    • Supports integration with CCaaS providers to enrich voice interaction capabilities.

    A page template is a blueprint of a record page that you can use to create a new page or page variant in UI Builder.

    A page template can include components, data resources, extension points, and a layout. When you create a page or a page variant from a page template, you start from a base structure that you can customize to meet your needs.

    Select one of the CSM Configurable Workspace templates when creating a new page or a new page variant in UI Builder.

    Table 1. CSM Configurable Workspace templates
    Template Description
    CSM default record template The CSM default record template includes CSM case management features and functionality and enables agents to create, monitor, and resolve cases. Use this template if you want to customize and extend CSM functionality around case management.
    CSM Interaction record template The CSM Interaction record template includes the CSM interaction management features and functionality. This view enables agents to accept and respond to live chats, calls, and SMS messages. Use this template if you want to customize and extend CSM functionality around interaction management.
    Front-line case page template The front-line case page template provides a simplified case view that enables agents to quickly gather context, categorize cases, and provide prompt responses to customers.
    This template focuses on the essential functionality that agents need, including:
    • Looking up and verifying customer information
    • Scanning the activity stream
    • Viewing related information
    • Searching for knowledge articles
    CSM voice interaction record template The CSM voice interaction record template enables customers to create voice interaction record page variants and customize them as needed. This template includes customizable views for different CCaaS providers as well as real-time updates and notifications.

    Record pages and page variants created with this template enable agents to manage phone calls with customers and external users and to display information that helps agents to resolve issues. Use this template to customize and extend CSM functionality around phone interaction management. Additionally, you can configure a CCaaS provider to integrate features such as call transcript.
    CSM centered chat interaction record template The CSM centered chat interaction record template brings the chat component to the center of the workspace and give agents greater visibility and access to customer chat conversations. This page view enables agents to manage chats and displays information, such as customer history and interaction details, that help agents to resolve issues.

    For more information, see Create a page from a template in the UI Builder documentation.

    Record presence feature

    Pages that you create from the CSM record page template and the CSM Interaction record page templates have the record presence feature available. This feature lets you see the users who are currently viewing a record. For more information, see User presence component.