CSM Configurable Workspace form features

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

    The CSM Configurable Workspace form in ServiceNow’s Customer Service Management (CSM) offers several key features designed to enhance customer service agents’ efficiency and access to critical information. These features include visualizing account hierarchies, managing special handling notes, executing agent actions, and leveraging agent assist capabilities.

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    Account Hierarchy

    Customer service agents can view parent-child relationships of accounts directly from the Account form by clicking the hierarchy icon. The account hierarchy is displayed in a tree structure showing parent, child, and sibling accounts, with the current account highlighted. Agents can expand/collapse nodes, switch between a parent view and a full organizational view, and open account forms from the hierarchy. This visualization helps agents understand organizational relationships and navigate related accounts efficiently.

    Special Handling Notes

    Special handling notes provide agents with prioritized, important information about records. When a record with notes is opened, a pop-up displays these notes ordered by priority and color-coded (Priority 1 in red, Priority 2 orange, Priority 3 purple, Priority 4 gray). Agents can dismiss notes individually or close the window altogether. Notes can also be embedded as lists on forms. Configuration and creation of special handling notes require specific roles (snshn.admin, sncustomerservicemanager) and permissions.

    Agent Actions

    Actions that agents can perform appear as buttons or menu items in the form header. These UI actions can be linked to form actions within the CSM Configurable Workspace for streamlined workflows. For example, the Create Knowledge action requires activating the Knowledge Management Advanced Installer plugin, enabling the relevant property, and setting the KCS Article template. This integration supports knowledge creation directly from customer interactions.

    Agent Assist

    Available on the Interaction form, Agent Assist allows customer service agents to search multiple sources—such as Knowledge articles, Service Catalog, and ServiceNow Community content—while handling customer interactions. It supports faster resolution by surfacing relevant information. Administrators can configure AI-powered recommended actions and control the availability of Agent Assist features through platform settings.

    CSM Configurable Workspace form features include account hierarchy, special handling notes, and agent actions.

    Account hierarchy

    From the Account form, customer service agents can click the open hierarchy icon (Open hierarchy icon) in the Name field to see the parent-child account relationships in the Account Hierarchy pop-up window. The account hierarchy is available for accounts that have a parent or child account.
    Figure 1. CSM Workspace Account Hierarchy pop-up window
    Window displaying the parent-child relationship for an account. For the text description, refer to the text that follows in the Account Hierarchy section.

    The account hierarchy uses a tree structure to show the parent, child, and sibling accounts. The parent view displays the current account, the parent account (if applicable), and any child or sibling accounts. The full view displays the entire structure of the organization from the root account. The current account is highlighted in the account structure.

    Customer service agents can:
    • Expand and collapse the tree structure.
    • Switch between the parent view and the full view of the account hierarchy.
    • Click an account to open the Account form in a sub tab.

    For information about creating an account hierarchy, see Account hierarchy.

    Special handling notes

    Special handling notes bring important information about individual records to the attention of the customer service agent. If special handling notes are available for a record, these notes are displayed in a pop-up window when the record is opened in a CSM workspace. Notes can also be displayed in an embedded list or a related list on a record form. Notes are ordered by priority in the pop-up window and in lists.

    Agents can see the priority, short description, and message for each note. A note can be assigned one of the following priorities, which also have associated colors.
    • Priority 1 — red
    • Priority 2 — orange
    • Priority 3 — purple
    • Priority 4 — gray
    Figure 2. Special handling notes pop-up window
    Window displaying special handling information for records requiring attention, based on priority. For the text description, refer to the preceding text in the Special handling notes section.
    Agents can:
    • Dismiss individual notes. When all notes are dismissed, the pop-up window closes.
    • Close the window.
    In the Special Handling Notes module on the platform interface:
    • Users with the sn_shn.admin role can configure special handling notes and specify properties.
    • Users with the sn_shn.admin or sn_customerservice_manager roles can create special handling notes.

    For more information about configuring the special handling notes feature, see Special handling notes overview.

    Agent actions

    Actions available to customer service agents appear in the form header as buttons or menu items.

    For CSM Configurable Workspace, you can link UI actions to form actions. For more information, see Set up a form action in CSM Configurable Workspace.

    The Create Knowledge action requires the following setup:
    • Activate the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer).
    • Set the sn_customerservice.enable_knowledge_kcs property to true.
    • Set the KCS Article template to true (navigate to Knowledge > Administration > Article Templates).

    Agent assist

    Agent assist is available on the Interaction form in CSM Configurable Workspace. Users with the customer service agent role (sn_customerservice_agent) can use Agent assist to search for information from an interaction. By default, the available search sources include Knowledge articles, Service Catalog, and ServiceNow Community blogs and posts.

    For more information on how to enable Recommended Actions - AI search and disable Agent Assist, see Enable AI search in Recommended Actions.