--- 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 --- # Interface # CSM Configurable Workspace interface {#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 CSM Configurable Workspace interface The CSM Configurable Workspace interface equips customer service agents with a comprehensive, multi-tab environment designed to efficiently manage and resolve customer interactions and cases. It offers a rich, contextual display of customer information and case details, enabling agents to seamlessly navigate multiple records within a single browser window. Show full answer Show less ## Key Features * **Multi-tab Interface:** Agents can open up to 20 tabs simultaneously, with two levels of tabs---top-level tabs for case or case type records and sub-tabs for related details such as tasks, work orders, and contact information. The system caches the 10 most recently used tabs for faster switching. * **Contextual Display:** Provides a holistic view of customer history, including interactions, products, and cases through record details, contact and consumer lookups, customer history feeds, activity streams, contextual side panels, and related lists. This ensures agents have the right information at their fingertips to resolve issues. * **Record Details:** Each case or interaction record includes critical customer or consumer data, product or service details, issue descriptions, priority, state, and agent assignment. These details are accessible via dedicated tabs or components, such as collapsible sections for notes, closure information, and related records. * **Contextual Side Panel:** Offers configurable tools tailored to each record page that help agents research and resolve cases. Common tabs include record information, recommended actions, search, attachments, form templates, response templates, email templates, and related lists. * **Agent Inbox:** Displays work assignments as cards that agents can accept or reject. Agents can also update their status (e.g., Available or Busy) to manage workload and engagement effectively. ## Key Outcomes By using the CSM Configurable Workspace interface, ServiceNow customers can expect improved agent productivity through streamlined case management, faster access to relevant customer and case information, and enhanced ability to handle multiple cases concurrently. The configurable components and inbox features support efficient workload distribution and personalized agent workflows, ultimately leading to faster issue resolution and improved customer satisfaction. The CSM Configurable Workspace interface provides agents with the tools and information they need to resolve interactions and cases. Figure 1. CSM Configurable Workspace interface ## Multi-tab interface {#csm-config-workspace-interface__section_qdq_jnw_mxb} Within the CSM Configurable Workspace interface, two levels of tabs enable agents to work on multiple cases, tasks, and other customer records within a single browser window. * Top-level tabs display case records or case type records. * Sub-tabs display record details in addition to related records, such as case tasks, work orders, and contact or account information. {#csm-config-workspace-interface__ul_ykb_qsz_chc} Agents can open up to 20 tabs simultaneously in the workspace. The system automatically caches the 10 most recently used tabs for faster navigation. Agents can use this tab configuration to quickly move between records without losing their place. ## Contextual display {#csm-config-workspace-interface__section_ewy_nby_chc} Agents get a complete view of a customer's history, including interactions, products, and cases. Agents can find this information throughout the CSM Configurable Workspace interface. For example: * Record details: Provides customer or consumer information, details about the product or service, and a short description of the issue. * Contact and consumer lookup: Displays customer information in record cards and provides quick access to details such name, email, and phone. * Customer History: Displays customer, consumer, or account history information in the form of a filtered activity feed. * Activity stream: Displays a running history of updates and communications within a record such as field updates, comments, work notes, and emails. * Contextual side panel: Includes tabs that agents can use to view record information, SLA details, and attachments. * Related lists: Show records from other tables that are linked to the current record like case tasks or work orders. {#csm-config-workspace-interface__ul_x2h_hcl_m3c} ## Record details {#csm-config-workspace-interface__section_ehb_gxy_chc} In CSM Configurable Workspace, each case or interaction record includes information about the customer or consumer, the product or service, and a short description of the issue being addressed. It can also include information about the record priority, state, and agent assignment. Depending on the record page configuration, record details can be found in the Details tab or in a case or interaction details component. For example, the [Front-line case page](https://www.servicenow.com/docs/4smCTlFYBJkk1SazEK6SBQ "The Front-line case page provides a simplified case view that enables front-line agents to quickly gather context, categorize cases, and provide prompt responses to customers.") includes a case details component with the following collapsible sections: * Case * Notes * Closure Information * Related Records {#csm-config-workspace-interface__csm-front-line-case-page_ul_ugg_ccw_q1c} The [CSM default record page](https://www.servicenow.com/docs/QUNedfMVI3arKNLXQLf3ZA "The CSM default record page provides case management features and functionality and enables agents to create, monitor, and resolve cases.") includes a Details tab as the first record sub-tab. ## Contextual side panel {#csm-config-workspace-interface__section_zdr_p5t_m3c} The contextual side panel component includes different tools that agents can use to research and resolve customer issues. The tools available in the contextual side panel are configurable for each record page. For example, the contextual side panel in the Front-line case page includes the following tabs: * Record information * Recommended Actions search * Attachments * Form Templates * Response Templates * Email Templates * Related Lists {#csm-config-workspace-interface__csm-front-line-case-page_ul_sfk_wcw_q1c}For more information, see [CSM Configurable Workspace contextual side panel components](https://www.servicenow.com/docs/mCUZ9o6SWS6r6w3vSZTvqA "Use the contextual side panel to quickly access tools and information directly from the record page, helping agents research and resolve customer issues without leaving the case view."). ## Agent inbox {#csm-config-workspace-interface__section_u3k_nly_chc} Agents see their assignments in their CSM Configurable Workspace inbox. Work assignments appear as cards in the inbox that agents can either choose to accept or reject. Agents can also set their status in the inbox, such as Available or Busy. For more information about the agent inbox, see the following topics: * [Exploring Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) * [Inbox layout](https://www.servicenow.com/docs/access?context=awa-inbox-layout&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) * [Agent inbox controls](https://www.servicenow.com/docs/access?context=agent-experience&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) {#csm-config-workspace-interface__ul_bwh_5rl_m3c}