Migrate to CSM Configurable Workspace

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

    This guide assists ServiceNow customers in migrating from Customer Service Management (CSM) Agent Workspace to CSM Configurable Workspace. It highlights that many existing configurations can be retained, while some require specific adjustments for the Configurable Workspace. The migration process involves using lists, forms, and the UI Builder tool to adapt configurations accordingly.

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    Customers not currently using CSM Agent Workspace and looking to implement CSM Configurable Workspace should utilize the guided setup available under Customer Service > Administration > Guided Setup > CSM Configurable Workspace.

    Key Configuration Considerations

    • Configurations compatible with both workspaces without modification: Ribbons and Forms.
    • Configurations requiring changes for CSM Configurable Workspace: Lists and List categories.
    • Be aware that changes in one workspace’s configuration may affect the other workspace.

    Workspace Features and Migration Focus

    The migration involves configuring and adapting various workspace features to align with the capabilities of CSM Configurable Workspace. Key features include:

    • Activity Stream: Enables agent communication and internal notes on records.
    • Agent Assist: Provides automatic search results with potential solutions for records.
    • Agent Chat: Supports real-time interaction with customers, including incident/case creation and chat transfers.
    • Branding and Theming: Allows customization of the workspace appearance to match company branding.
    • Email Composer and Viewer: Facilitates email communication between requestors and fulfillers.
    • Customer Central: Displays comprehensive customer engagement touchpoints as information cards.
    • Declarative Actions: Adds custom functionality to forms, fields, lists, and related lists without scripting.
    • Forms and Form Headers: Core interfaces for agent work, with headers providing record overviews.
    • Global Search: Enables users to search across defined sources within the workspace.
    • Highlights: Visually express status through background color on values.
    • Lists: Show filtered record lists (e.g., All tasks, Open tasks, My tasks).
    • Ribbons: Present quick, relevant information about records.
    • UI Action Bar: Includes custom buttons, menu items, and form access controls based on user roles.

    Practical Impact for ServiceNow Customers

    By following this migration guidance, customers can seamlessly transition to CSM Configurable Workspace while preserving much of their existing setup. This migration enables enhanced customization, improved agent efficiency, and a workspace tailored to organizational branding and workflows. Customers should carefully plan configuration changes, especially for lists and categories, and test to ensure changes in one workspace do not inadvertently impact the other.

    Follow the instructions in this topic to migrate from CSM Agent Workspace to CSM Configurable Workspace.

    If you are currently using CSM Agent Workspace and want to migrate to CSM Configurable Workspace, you can continue using most of your existing configurations. Some features, however, need to be configured specifically for CSM Configurable Workspace. You can migrate some of the configurations using lists and forms and others using the UI Builder tool.

    Table 1. Workspace configuration examples
    Workspace configurations Examples
    Configurations that work in both CSM Agent Workspace and CSM Configurable Workspace without modification.
    • Ribbons
    • Forms
    Configurations that are different for CSM Configurable Workspace.
    • Lists
    • List categories

    Also, be aware that some configuration changes made for one workspace can also affect the other. For example, changes to the CSM Agent Workspace configuration may impact CSM Configurable Workspace. The same applies to changes to the CSM Configurable Workspace configuration, which may impact CSM Agent Workspace.

    Note:
    For customers who are not currently using CSM Agent Workspace and want to implement CSM Configurable Workspace, use the CSM Configurable Workspace guided setup by navigating to Customer Service > Administration > Guided Setup > CSM Configurable Workspace. Clicking Configure in this category takes you to the Configurable Workspace guided setup. The information and instructions in the different guided setup categories can help you set up a new implementation of CSM Configurable Workspace.

    Workspace features

    This section provides information, parameters, and steps to complete the migration of CSM Agent Workspace configurations to CSM Configurable Workspace. Select the feature that you want to migrate from the following list.

    Table 2. Workspace features and descriptions
    Feature Description
    Activity stream Activity Stream enables agents to communicate with requesters and make internal notes about the work done on a record.
    Agent assist Agent assist provides agents with automatic search results that show possible solutions for records they open.
    Agent Chat for Customer Service Management Configurable Workspace Agent Chat enables agents to interact with customers, create incident or case records, or transfer chats to another agent or queue.
    Branding and theming Branding and theming enables you to customize your Configurable Workspace to your company branding and theming.
    Email Composer and Email Viewer The Email Composer enables requestors and fulfillers to use email to communicate.
    Customer Central Customer Central displays all the touch points that a customer has had with a contact center in the form of information cards.
    Declarative actions Declarative actions add custom functionality to your Workspace forms, fields, lists, and related lists without writing custom scripts or learning APIs.
    Forms The form is the user interface where agents do most of their work.
    Form headers Form headers provide an overview of the record.
    Global Search in configurable workspaces Global Search provides users with the ability to search for information within the defined search sources.
    Highlights Highlights provide background color that visually expresses the status of a highlighted value.
    Lists The list view displays filtered lists of records, such as All tasks, Open tasks, and My tasks.
    Ribbons Ribbons help agents quickly scan relevant information about a record, such as a timeline, a user, or a customer summary.
    UI Action Bar UI actions include custom buttons, menu items, and limiting access to forms based on user role.