Jumpstart Your CSM Configurable Workspace

The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator provides a demonstration of the possibilities and capabilities of the CSM Configurable Workspace.

Accelerator overview

Jumpstart Your (CSM) Configurable Workspace helps Impact customers gain a deeper understanding of how to get started with CSM Configurable Workspace by providing a comprehensive overview and applied  demonstration. This Accelerator guides you through the setup process and clearly illustrates the value of the workspace. Additionally, key resources and leading practices are offered to enhance product adoption and usage.

For additional information on the feature, see .

Note:

This Accelerator is available for Impact Guided, Advanced, and Total packages.

Offered pursuant to the applicable Impact Accelerator Description available at  https://www.servicenow.com/legal/servicenow-impact.html

What you get

Session preparation

• Provision a temporary instance
• Activate related plugins

Customer coaching session #1 (up to 90 minutes)

Includes the following:

• Overview of CSM Configurable Workspace:
  • History
  • Design reasoning
  • Features
  • Adoption benefits
• Applied demonstration of CSM Configurable Workspace:
  • Installation and updates
  • How to use guided setup
  • Walk through of agent experience
  • Highlight of key features
  • Configuration guidance for admins
• Key resources and guides on leading practices
• 30 days access to the temporary instance is provided

Customer coaching session #2 (optional upon customer request, up to 60 minutes)

Opportunity for Q&A related to the CSM Configurable Workspace

Requested customer resources

One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.

Table 1. Customer resource and responsibilities

Customer resource	Responsibilities	Required	Optional
Platform Owner	Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform.	✓
System Administrators	Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks R and features.	✓
Process owners	A senior leader within each business unit for each major process or service (e.g., customer service, incident) who is accountable for ensuring the process is fit for purpose.	✓
Contact center / Service Desk managers	Subject matter expert responsible for managing Contact Center or Service Desk, agent productivity and customer experience.		✓
Other customer roles	Primary stakeholders responsible for agent experience and engagement, including Customer Service Agents, team leaders and User Experience champions.		✓
Developers	Makes changes within the ServiceNow platform to meet process requirements		✓
Trusted Service Partners	Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward.		✓

Requested information / access

Refer to the applicable Impact Accelerator description available at  https://www.servicenow.com/legal/servicenow-impact.html

Exclusions

This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers, except for their internal  use.

ServiceNow resources are not responsible for implementing recommendations on customer’s sub-production or production instances.