--- 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 --- # Page templates # CSM Configurable Workspace page templates {#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 page templates CSM Configurable Workspace page templates provide predefined blueprints for creating or customizing record pages within the ServiceNow UI Builder. These templates include components, data resources, extension points, and layouts tailored for Customer Service Management (CSM) use cases. They help streamline the creation of pages or page variants by providing a base structure that can be adapted to specific agent workflows and customer interactions. Show full answer Show less ## Key Features * **CSM default record template:** Designed for case management, this template includes features to create, monitor, and resolve cases, ideal for customizing case-related functionalities. * **CSM Interaction record template:** Supports interaction management such as live chats, calls, and SMS, enabling agents to accept and respond to various communication channels. * **Front-line case page template:** Offers a simplified, streamlined interface for front-line agents to quickly look up customers, scan activity feeds, and view related information for faster case resolution. * **CSM voice interaction record template:** Enables management of phone call interactions with customizable views for different CCaaS providers, real-time updates, and features like call transcripts through integrations. * **CSM centered chat interaction record page template:** Centers chat conversations in the workspace, giving agents enhanced visibility into customer chats along with relevant history and interaction details to aid in issue resolution. * **Record presence feature:** Available on pages created from the CSM default and interaction record templates, this feature shows which users are currently viewing a record, enhancing collaboration awareness. ## Practical Benefits for ServiceNow Customers By using these templates, ServiceNow customers can quickly build or tailor CSM workspace pages that align with their specific service workflows, improving agent productivity and customer experience. The templates support multiple communication channels and provide real-time collaboration insights, enabling efficient case and interaction management within a unified workspace. A page template is a blueprint of a record page that you can use to create a new page or page variant in UI Builder. A page template can include components, data resources, extension points, and a layout. When you create a page or a page variant from a page template, you start from a base structure that you can customize to meet your needs. You can select one of the CSM Configurable Workspace templates when creating a new page or a new page variant in UI Builder. {#csm-config-workspace-page-templates__table_qh2_43q_1bc__entry__2} | Template | Description | |-|-| | CSM default record | The CSM default record template includes CSM case management features and functionality and enables agents to create, monitor, and resolve cases. Use this template if you want to customize and extend CSM functionality around case management. | | CSM Interaction record | The CSM Interaction record template includes the CSM interaction management features and functionality. This view enables agents to accept and respond to live chats, calls, and SMS messages. Use this template if you want to customize and extend CSM functionality around interaction management. | | Front-line case page | The Front-line case page template gives front-line agents a dramatically simplified case view that uses less navigation and is designed for speed. In one page view, they can look up and verify customers, scan a streamlined activity feed, and view related information. Faster context gathering can help them close cases that require simple solutions efficiently. | | CSM voice interaction record | The CSM voice interaction record template enables customers to create voice interaction record page variants and customize them as needed. This template includes customizable views for different CCaaS providers as well as real-time updates and notifications. Record pages and page variants created with this template enable agents to manage phone calls with customers and external users and to display information that helps agents to resolve issues. Use this template to customize and extend CSM functionality around phone interaction management. Additionally, you can configure a CCaaS provider to integrate features such as call transcript. | | CSM centered chat interaction record page | The CSM centered chat interaction record template brings the chat component to the center of the workspace and give agents greater visibility and access to customer chat conversations. This page view enables agents to manage chats and displays information, such as customer history and interaction details, that help agents to resolve issues. | [Table 1. CSM Configurable Workspace record page templates] {#csm-config-workspace-page-templates__table_qh2_43q_1bc} For more information, see [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) in the UI Builder documentation. ## Record presence feature {#csm-config-workspace-page-templates__section_b3b_1q5_s1c} Pages that you create from the CSM record page template and the CSM Interaction record page templates have the record presence feature available. This feature lets you see the users who are currently viewing a record. For more information, see [User presence component](https://www.servicenow.com/docs/QUNedfMVI3arKNLXQLf3ZA#csm-default-record-page__section_j3d_fyf_2xb).