---
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


---

# Creating pages and page variants

# Creating pages and page variants {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 minutes to read
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## Summary of Creating pages and page variants

In ServiceNow's Customer Service Management (CSM) Configurable Workspace, UI Builder allows you to create and customize pages to display table and record information.
You can build pages from scratch, use templates, or duplicate and modify page variants to tailor workspace experiences for different audiences.
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## UI Builder Terminology

* **Workspace experience:** A collection of web pages users interact with, including settings like routes, page variants, and audience targeting, accessible at a specific URL.
* **Page collection:** Groups of pages usable across multiple workspace experiences via tabs or modals.
* **Page:** A unique URL and name containing layouts and components that present data from tables and records.
* **Page variant:** A version of a page with unique settings such as audience, conditions, and order, enabling targeted experiences for different user groups at the same URL.
* **Page template:** A base page structure with components and layouts that can be customized, helping maintain consistency and speed up page creation.

## Methods for Creating Pages and Page Variants

* **Create a page from scratch:** Start with a blank page and add layouts and components to build functionality tailored to user needs.
* **Create a page from a template:** Begin with a predefined layout and components, which is automatically active and includes basic settings and the first page variant for further customization.
* **Create a page variant:** Duplicate an existing page variant to make targeted changes for specific audiences or conditions, such as user roles or records from particular tables. Variants appear at the same URL but show different content based on settings.

**Note:** Changes made to a page after variants exist do not automatically sync with those variants and must be updated manually.

## Determining Which Record Page Is Used

CSM Configurable Workspace uses the following criteria to select the record page shown to users:

* **Order value:** The active page with the lowest order number is the default.
* **Conditions:** Pages can have conditions (e.g., specific tables) that restrict when they are used.
* **Audience:** Pages can target specific user roles; if no roles are assigned, all users can access the page.

The system evaluates active pages as follows:

* If no pages have conditions or audience restrictions, the page with the lowest order is chosen.
* If pages have conditions and those are met, the system selects the matching page.
* If multiple pages meet the conditions, the one with the lowest order is used.

## Practical Benefits

This capability enables ServiceNow administrators to deliver personalized and relevant workspace experiences by leveraging page variants and templates. It helps meet diverse user needs without creating entirely separate pages and ensures efficient management of page visibility and accessibility through audience and condition settings.  
You can create new pages or customize existing pages in UI Builder to display table and record information in CSM Configurable Workspace.
When you create a page in UI Builder, you have the option to create a page from scratch, create a page from a template, or you can duplicate and modify a page variant.

## UI Builder terminology {#config-csm-ws-create-page-variant__section_bt3_stk_1bc}

The following table describes the UI Builder terminology around workspace experiences, pages and page variants, and page templates. For more information about UI Builder terminology, see the [UI Builder glossary](https://www.servicenow.com/docs/access?context=ui-builder-glossary&version=australia&pubname=australia-application-development&ft:locale=en-US).{#config-csm-ws-create-page-variant__table_spj_stk_1bc__entry__2}

| Term | Description |
|-|-|
| [Workspace experience](https://www.servicenow.com/docs/access?context=ui-builder-workspace-settings&version=australia&pubname=australia-application-development&ft:locale=en-US) | A workspace experience in UI Builder is a collection of web pages. Users use these pages to interact with an application. A workspace experience includes experience settings, routes, page variants, and the audience and conditions required for each variant. A workspace experience resides at a specific URL. When an admin creates a workspace experience, they define the web address for the experience and the homepage that the experience uses. |
| [Page collection](https://www.servicenow.com/docs/access?context=page-collections&version=australia&pubname=australia-application-development&ft:locale=en-US) | A page collection is a group of pages that can be used across multiple workspace experiences within tabs or modals. |
| Page | A page is a collection of layouts, columns, and components that display information in a workspace. * A page has a unique name. * A page has a unique URL. The page contains content that resides at this URL. * A page includes components that display data from tables and records. {#config-csm-ws-create-page-variant__ul_tpj_stk_1bc} |
| Page variant | A page variant is a version of a page that has unique settings, including audience, conditions, and order. * Admins can create variants of pages to target experiences for different audiences at the same URL. * When a user opens a page URL, the variant that they see is based on these settings. {#config-csm-ws-create-page-variant__ul_upj_stk_1bc} You can create a page variant if you want to use the same page and make minor changes for a different audience. For example, you can create a landing page for customer service agents and a variant of that landing page for customer service managers. |
| Page template | A page template provides a base structure for a page that you can customize to meet your needs. Using a page template can help you create pages faster and keep pages consistent within an experience. Page templates can include components, data resources, and a layout. |
[Table 1. UI Builder terminology]

{#config-csm-ws-create-page-variant__table_spj_stk_1bc}

## Methods for creating pages and page variants {#config-csm-ws-create-page-variant__section_m2x_gdq_1bc}

There are different ways to create pages and page variants in UI Builder.{#config-csm-ws-create-page-variant__table_jpg_nkm_w1c__entry__2}

| Method | Description |
|-|-|
| [Create a page from scratch](https://www.servicenow.com/docs/access?context=create-page&version=australia&pubname=australia-application-development&ft:locale=en-US) | When you create a page from scratch, you start with a blank page and select layouts and components that guide a user through an experience. Components are like building blocks that you can add to the page and then customize to build the page functionality. |
| [Create a page from a template](https://www.servicenow.com/docs/access?context=reuse-page-definitions&version=australia&pubname=australia-application-development&ft:locale=en-US) | When you create a page from a template, you start with a base structure, including layouts and components. From this starting point, you can customize the page to meet your needs. When you create a page from a template: * The page is automatically active. * The page includes basic settings. * The first variant of the page is also created. You can add settings such as conditions and audience to the variant. {#config-csm-ws-create-page-variant__ul_vmy_ykm_w1c} For example, when you create a page from the Front-line case page template, the page includes only basic settings. It does not include the same settings as the Front-line case page variant that is provided out of box. |
| [Create a page variant](https://www.servicenow.com/docs/access?context=create-variant&version=australia&pubname=australia-application-development&ft:locale=en-US) | When you create a page variant, you create a variation of a page that exists at the same path. When you create a page by duplicating a variant, the new page inherits the variant settings. By creating a page variant, you can target an experience for a specific audience and add conditions that determine when the variant is shown. * The audience determines who uses the page variant. For example, you can limit the audience to a specific user role. * The conditions determine when a page is shown. For example, you can add a condition for records from a specific table, such as the Case table. {#config-csm-ws-create-page-variant__ul_t2p_klq_1bc} |
[Table 2. Methods for creating pages and page variants]

{#config-csm-ws-create-page-variant__table_jpg_nkm_w1c}For more information about customizing record pages, see [Manage UI Builder pages and page variants](https://www.servicenow.com/docs/access?context=work-pages&version=australia&pubname=australia-application-development&ft:locale=en-US).  
Note:  
If a page is modified after page variants have been created, the changes to the page do not sync with the variants. These changes must be made manually.

## Determining which record page is used {#config-csm-ws-create-page-variant__section_wzp_cdq_1bc}

There are several settings that determine which record page the system uses to display information in CSM Configurable Workspace.

* Order value: Each record page has an order value. The system uses this order value to determine which record page is used. The active page with the lowest order value is the default record page.
* Conditions: A record page can have one or more conditions that determine when it is used. For example, a record page can have a condition that specifies a table, such as the Interaction \[interaction\] table. This condition limits the use of the page to records from the Interaction table.
* Audience: A record page can have a defined audience or set of user roles such as the sn_customerservice_agent role. The audience determine the users that have access to the page. If a record page has no assigned user roles, then every role can access it.
{#config-csm-ws-create-page-variant__ul_l32_yg4_bhc}

The system chooses a record page by evaluating the settings on the available active pages:

* If there are no active pages with conditions or audience, the system chooses the page with the lowest order value.
* If there is an active page with one or more conditions and those conditions are met, the system chooses that page.
* If there are two active pages with the same conditions, the system chooses the page with the lowest order value.

{#config-csm-ws-create-page-variant__ul_amr_h34_bhc}

For more information, see [Set record page order](https://www.servicenow.com/docs/wLYtfZwhgK1MmzWo5CSoVA "Set the order value of a record page to determine the default page for displaying records in CSM Configurable Workspace.").
**Related topics**   

* [Create a Configurable Workspace experience](https://www.servicenow.com/docs/access?context=create-configurable-workspace-experience-uib&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US)
* [Create a Configurable Workspace page](https://www.servicenow.com/docs/access?context=create-configurable-workspace-page-uib&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US)