--- sourceDocument: Australia Customer Relationship Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-relationship-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Relationship Management ft:clusterId : - crm bundleId : - crm workflow : - CRMI --- # Configurable workspace # Configurable workspace {#ariaid-title1} Release version: Australia Updated April 28, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Configurable Workspace Configurable Workspace is a flexible, role-based user interface within the ServiceNow platform designed to support agents, fulfillers, and technicians across Sales CRM, Customer Service Management (CSM), Field Service Management (FSM), and industry-specific solutions. It consolidates tools and information such as customer details, case histories, SLAs, communication channels, and resolution guidance into a single interface configured through UI Builder. This workspace adapts to various roles and workflows, streamlining user interactions and improving efficiency. Show full answer Show less Built on a shared component registry, Configurable Workspace enables reuse of capabilities across different CRM product contexts, serving as the primary interface for users involved in customer and service operations. ## Key Features * **Role-Based Layouts and Components:** Different layouts and components can be configured by user role, case type, and product line, allowing tailored experiences for sales reps, service agents, dispatchers, and technicians. * **UI Builder Configuration:** Administrators and partners can create and modify workspace pages---including record pages, dashboards, and landing pages---using templates or from scratch without affecting existing setups. * **Integration of Customer 360:** Comprehensive customer data such as account details, order history, contracts, and entitlements is accessible within the workspace to provide full context. * **Support for Multiple Communication Channels:** Separate workspace pages can be configured for chat, voice, and email interactions, integrating with systems like Contact Center as a Service (CCaaS) for voice. * **Industry-Specific Preconfigured Solutions:** Telecommunications, financial services, and manufacturing solutions come with ready-to-use layouts, components, and playbooks that can be customized as needed. ## Applications Across Products and Industries * **Sales CRM:** Manage sales processes with workspace tailored to roles such as sales reps and support agents, providing visibility into leads, quotes, orders, and customer relations. * **CSM:** Support customer service agents with configurable pages for different case types and communication channels to enhance case handling efficiency. * **FSM:** Enable dispatchers and field technicians with distinct, mobile-optimized workspaces managed through a consistent configuration framework. * **Industry Solutions:** Use preconfigured workspaces for sectors like telecommunications and manufacturing to accelerate deployment and tailor workflows. ## Benefits for ServiceNow Customers * **Improved Agent and Technician Efficiency:** Centralizing relevant information and communication tools reduces time spent navigating records and enhances response times. * **Flexible Administration:** Administrators and partners can independently configure and extend workspace layouts and components by role, product, or case type without impacting existing configurations. * **Consistent Configuration Experience:** UI Builder offers a unified toolset to configure workspaces across multiple CRM products and industry solutions, simplifying management. * **Scalable and Customizable:** Organizations can deploy out-of-the-box solutions and evolve them over time to meet changing workflows and business needs. ## Practical Use Cases * **Customer Service Communication:** Different workspace pages for chat, voice, and email interactions enable agents to engage customers effectively with optimized layouts and channel-specific components. * **Field Service in Telecommunications:** Dispatchers and technicians use tailored interfaces---desktop queue management for dispatchers and mobile work order views for technicians---configured via a single tool. * **Financial Services Banking:** Separate workspaces for handling different case types (e.g., mortgages, credit cards) with customized playbooks and routing rules improve case resolution and compliance. * **Manufacturing After-Sales Service:** Preconfigured layouts and playbooks for warranty and escalation workflows help support teams manage service operations efficiently while maintaining product and warranty visibility. Configurable workspace is a user interface that provides users with the tools and information they need to assist customers. Workspaces use role-based layouts, components, and communication channels to support agent, fulfiller, and technician workflows across Sales CRM, CSM, FSM, and industry solutions. ## Configurable workspace overview {#crm-configurable-workspace__section_z3k_yng_y3c} Configurable workspace is a flexible interface that displays tools and information for the tasks that a user needs to accomplish. The pages that appear in a workspace, such as landing pages, dashboards, and record pages, and the components that appear on a page, including record details, contextual side panel, and playbooks, are configured in UI Builder to support the user roles and the workflows of each organization.Figure 1. CSM Configurable Workspace Configurable workspace is built on a shared component registry, which means that capabilities configured for one product context can be made available in others across the CRM suite. Configurable workspace serves as the primary interface for agents, fulfillers, and technicians in Sales CRM, CSM, FSM, and industry solutions built on the ServiceNow platform. ## Configurable workspace benefits {#crm-configurable-workspace__section_utt_14g_y3c} Configurable workspace provides benefits to internal users across an organization. * For agents, fulfillers, and technicians: Record pages in a configurable workspace can reduce the time agents, fulfillers, and technicians spend to understand record context and locate information. Customer details, case or work order history, SLA status, communication tools, and resolution guidance are available in a single interface without having to switch screens. The workspace configuration directly shapes what these users see and how efficiently they can respond. * For administrators and implementation partners: Configurable workspace provides configuration options based on unique workflows and user tasks. Case types, roles, and product lines can have independent record pages with their own layouts and components, all managed within UI Builder. New record pages can be created from templates or existing pages and configured independently without modifying existing configurations. {#crm-configurable-workspace__ul_z31_b4g_y3c} ## Products and contexts {#crm-configurable-workspace__section_qjl_h4g_y3c} Each product within the CRM portfolio uses configurable workspace as the foundation for its primary work interface. Sales CRM : Sales CRM users use configurable workspace to manage leads, opportunities, quotes, and orders across the sales cycle. Administrators can configure workspace record pages by roles such as sales rep, sales ops, fulfiller, or support agent to surface the objects and actions most relevant to each persona. Components such as Customer 360, which surfaces account details, open quotes, order history, contracts, install-base items, and entitlements, gives users full visibility into the customer relationship at every stage, from pre-sale through fulfillment. CSM : Customer service agents use configurable workspace to manage cases, customer interactions, and service operations. Administrators can configure workspace record pages by case type, role, and communication channel to reflect the organization's service model. Components such as Customer 360, which surfaces customer account details, case history, and installed products, can be added to record pages where the underlying customer data supports it. FSM : Configurable workspace serves both dispatchers managing work order queues and field service technicians working from mobile devices. Both experiences are configured in UI Builder using the same framework as CSM, which means administrators managing both CSM and FSM configurations work within a consistent toolset. Industry solutions : Telecommunications, financial services, and manufacturing solutions include preconfigured workspace page layouts, components, and playbooks tailored to the workflows common in those industries. Organizations can deploy these preconfigured experiences as a starting point and modify them in UI Builder as requirements evolve. ## Use cases {#crm-configurable-workspace__section_txg_44g_y3c} Customer service: communication channel interactions : A customer service organization creates separate workspace record pages for agents handling interactions from different communication channels, including chat, voice, and email. Each record page uses a layout designed for efficient customer communication. For example, chat interactions put the chat component in the center of the workspace and display the chat history alongside. Voice interactions include a voice component that can be integrated with Contact Center as a Service (CCaaS) providers. When customer service agents field interactions with customers, the workspace automatically displays the right record page for the channel type so agents can engage with customers, gather information, and reach resolutions faster. Field service: telecommunications : A telecom provider uses configurable workspace to support both a central dispatch team and field technicians. Dispatchers see a landing page oriented around work order queues and SLA exposure. Technicians see a mobile-optimized workspace with work order details, customer history, and parts availability. Both experiences are configured and maintained within the same UI Builder application, which enables a single administrator to manage workspace configurations for both teams without context-switching between different tools or frameworks. Financial services: consumer banking : A retail bank configures separate workspace layouts for agents handling current accounts, mortgages, and credit card cases. Each case type has its own record page, components, and contextual side panel configuration. The mortgage complaint case type includes a playbook that guides agents through the bank's complaint handling process, components that surface escalation status and active SLA, and a Customer 360 panel showing the customer's account and interaction history. When the bank adds a fraud disputes team, the implementation partner configures a new record page for the case type, with its own playbook, routing rules, and landing page, without modifying existing configurations for other product lines. Advanced Work Assignment routes incoming fraud cases to agents with the appropriate skill designation. Manufacturing: after-sales service : A manufacturer uses an industry solution workspace preconfigured for after-sales service operations. The implementation team deploys the preconfigured layouts for the case management and field dispatch teams, then modifies the ribbon component configuration for the field team to surface installed product records and warranty status relevant to their work. The preconfigured playbooks are retained for standard warranty cases and extended for the manufacturer's escalation workflows using UI Builder. ## Related topics {#crm-configurable-workspace__section_jdt_w4g_y3c} **Related topics** * [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) * [CSM Configurable Workspace features](https://www.servicenow.com/docs/access?context=csm-workspace-feature-overview&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) * [CSM Configurable Workspace record pages and page templates](https://www.servicenow.com/docs/access?context=csm-config-ws-pages-templates&version=australia&pubname=australia-customer-service-management&ft:locale=en-US)