--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Agent experience # Agent experience {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Agent experience The Agent experience in ServiceNow Customer Service Management (CSM) empowers your agents to deliver high-quality, efficient customer service by managing cases and interactions across multiple channels from a single, unified workspace. This experience enhances agent productivity and customer satisfaction by providing real-time visibility into case statuses and relevant contextual information. Show full answer Show less ## Key Features * **CSM Configurable Workspace:** Provides agents with a centralized desktop to handle interactions via phone, chat, messaging, and web forms. It supports multitasking through multiple tabs and offers dynamic contextual information related to cases. Agents can customize their interface with compact and dark modes for improved usability. * **Advanced Work Assignment:** Automatically routes work items such as chats and cases to agents based on criteria like availability, skills, past work, and account team membership, ensuring work is efficiently assigned to the right resources. * **Customer Central:** Offers a comprehensive, centralized view of customer-specific data, combining both historical self-service interactions and live communications. It can be customized to include additional customer insights such as health scores and recent transactions, enabling agents to better understand and serve customers. * **Agent Assist:** Integrates automated search capabilities within the workspace that help agents find relevant solutions from existing cases, knowledge base articles, and other information sources, accelerating case resolution. * **Playbooks:** Provides step-by-step, predefined workflows for resolving common customer service issues like onboarding, complaints, and product support. Playbooks guide agents through the entire case lifecycle, standardizing and streamlining service delivery. * **Mobile Experience:** Enables agents and managers to access and manage cases via the Customer Service Management mobile application, facilitating real-time task completion and approvals from anywhere, enhancing flexibility and responsiveness. ## Key Outcomes * Improved agent efficiency through a unified workspace that supports multitasking and provides contextual information. * Optimized case handling via intelligent work assignment based on agent skills and availability. * Enhanced customer understanding through consolidated views of historical and live interaction data. * Faster case resolution supported by automated knowledge search and guided playbooks. * Greater flexibility and responsiveness by enabling case management on mobile devices for both agents and managers. Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with Customer Service Management application. ## CSM Configurable Workspace {#agent-exp__section_ut1_mm5_2yb} Your agents have one desktop for any interaction--phone, chat, messaging, web forms, etc. Multiple tabs allow agents to efficiently manage several cases at once. Agents have ongoing visibility into the status of issues assigned to middle and back-office teams for resolution. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and productivity. To learn more about CSM Configurable Workspace, see [Explore CSM Configurable Workspace](https://www.servicenow.com/docs/UxZJb8Fv_RkUcYF6ceLk6A "CSM Configurable Workspace is a workspace that can easily be configured and extended using UI Builder."). ## Advanced Work Assignment {#agent-exp__section_kcc_ym5_2yb} Define criteria and routing conditions to automatically assign work items (such as chats or cases) to agents. Assignment is based on their availability, capacity, skills, work history, related tasks, or account team. To learn more about Advanced Work Assignment, see [Set up an Advanced Work Assignment service channel for assigning case tasks](https://www.servicenow.com/docs/5iuOztfUhUg~UJ_vq5egZg "Set up an Advanced Work Assignment (AWA) service channel that you can use to assign case tasks to available users."). ## Customer Central {#agent-exp__section_a3p_3n5_2yb} Your agents get a ready-to use centralized view of customer-specific information. Customer Central combines historical activity from self-service (such as knowledge base article views and Virtual Agent interactions) as well as live interactions (such as chat and SMS). It can be further customized to incorporate data from different sources and use custom components to include customer health scores, churn risk, recent transactions, etc. To learn more about Customer Central, see [Customer Central](https://www.servicenow.com/docs/LFF_WNAeENMUHf1Hq6PPQQ "Customer Central provides customer service agents with all the information about the customer in one central place. It enables them to quickly zoom in on the customer issues and provide efficient and supportive service to their customers."). ## Agent Assist {#agent-exp__section_qth_wn5_2yb} With agent assist, your agents can handle cases in the workspace and perform an automatic search. The search shows possible solutions in other cases, knowledge base articles, and additional information sources. ## Playbooks {#agent-exp__section_py1_lby_tvb} Your agents can use playbooks to provide your customers with the step-by-step guidance that they need for resolving specific types of customer service cases. For example, your agents can use these playbooks to help your customers resolve onboarding, complaint, and product support issues. A playbook enables your agents to manage the life cycle of a case. The playbook details the workflows associated with a specific case type. It also outlines the activities needed to resolve cases of this type. Playbooks help your agents visualize the entire life cycle of a workflow. To learn more about playbooks, see [Playbooks in Customer Service Management](https://www.servicenow.com/docs/w5tW~jAkHEvtMzEJ2Vo8QQ "Playbooks provide customer service agents with step-by-step guidance for resolving specific types of cases. Agents can follow a playbook in CSM Configurable Workspace and complete guided activities to resolve customer issues."). ## Mobile {#agent-exp__section_bdp_mby_tvb} Your agents can manage their customer service cases from a mobile device with the Customer Service Management mobile application. Your agents can stay connected and access information in real time to complete their tasks quickly. Both your customer service agents and managers can use the Customer Service Management mobile application to review the case details quickly so that they can complete their case tasks. By using a mobile phone with the Customer Service Management application, your agents and customer service managers can perform routine actions and approvals anytime and from anywhere. To learn more about the Customer Service Management mobile application, see [Mobile experience for Customer Service Management](https://www.servicenow.com/docs/a6lZCXgvVo_HjoPXux1sKg "Manage customer service cases from a mobile device with the Customer Service Management mobile application. Stay connected and access information in real time to complete tasks quickly.").