---
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 tools

# Agent tools {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Enable agents to resolve cases quickly and efficiently by providing them with tools, such as Guided Decisions, playbooks, dynamic related records, and Customer Central.
{#agent-tools__table_hls_fdc_p1c__entry__2}

| Tool | Description |
|-|-|
| [Guided Decisions](https://www.servicenow.com/docs/D9inENFrY2T0Yac9NeIuRQ "Create structured troubleshooting processes for your agents through the ServiceNow Guided Decisions Experience application. Help your agents solve complex issues in a consistent way.") | Set up structured troubleshooting processes to help agents resolve complex issues in a consistent way. |
| [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.") | Set up playbooks to provide agents with step-by-step guidance for resolving specific types of customer service cases, including onboarding, complaint, and product support cases. |
| [Dynamic related records](https://www.servicenow.com/docs/idxhMkWKs_cBK4_79uzyGg "System administrators can configure the dynamic related records feature to display related records in the contextual side panel in CSM Configurable Workspace. These records dynamically change based on the context of the current record or playbook activity.") | Configure the dynamic related records feature to display related records in the contextual side panel in CSM Configurable Workspace. These records dynamically change based on the context of the current record or playbook activity. |
| [Customer Central](https://www.servicenow.com/docs/DdunktuKTC9pBFjXGDqtfA "Provide customer service agents with all the information about a customer in one central place by configuring the Customer Information and Customer History views for Customer Central.") | Configure the Customer Information and Customer History views in Customer Central to provide agents with all the information about a customer in one central place. |
| [Customer Service mobile application](https://www.servicenow.com/docs/nyjwobUjCPSh1h8ZCKqtHA "Configure the Customer Service mobile application and customize it for agents who use the application instance on their mobile devices.") | Configure and customize the Customer Service mobile application for agents who use the application instance on their mobile devices. |
[Table 1. Setting up agent tools]

{#agent-tools__table_hls_fdc_p1c}