---
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


---

# Set up CSM Configurable Workspace

# Set up CSM Configurable Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 minutes to read
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## Summary of Set up CSM Configurable Workspace

Setting up the Customer Service Management (CSM) Configurable Workspace enables your agents to efficiently engage with customers, address inquiries, create cases, and resolve issues within a tailored workspace environment.
This setup involves activating the necessary Customer Service plugin, following a guided setup process, configuring communication channels, routing, and customizing workspace components specific to CSM Configurable Workspace.
Show full answer Show less  

## Key Setup Steps

* **Activate the Customer Service plugin:** Enable the `com.sncustomerservice` plugin to provide core CSM Configurable Workspace functionality.
* **Guided Setup:** Use the Customer Service Management Guided Setup by navigating to Customer Service \> Administration \> Guided Setup and selecting the CSM Configurable Workspace category. This guided setup walks through essential configuration tasks.
* **Communication Channels and Routing:** Configure agent chat and telephony channels and set up automatic routing to direct customer interactions to the appropriate agents.
* **Additional Component Configuration:** Customize landing pages, form ribbons, headers, highlighted values, form actions, contextual side panels, tab titles, and service catalogs to optimize the workspace experience for agents.

## Guided Setup Configuration Tasks

* **Branding and Theming:** Define consistent visual styles and themes across workspace pages.
* **Tab Settings:** Configure New Record menus and select service catalogs agents can access.
* **Lists:** Create and filter lists based on user roles to display relevant items.
* **Forms:** Customize form layouts, fields, templates, and UI actions tailored by record type and user role.
* **Search:** Set search sources for agents to easily find records or knowledge articles.
* **Notifications:** Define when and how notifications appear for record updates or assignments.
* **Advanced Work Assignment (AWA):** Automatically route tasks and interactions to suitable agents.
* **Agent Chat:** Enable live chat functionality and manage chat features for agents and customers.
* **Playbooks:** Implement step-by-step guided workflows to support agents in handling common scenarios.
* **UI Builder Configuration:** Use UI Builder to customize landing pages, record pages, and customer information tabs within the workspace.

## Additional CSM-Specific Configurations

* **Landing Page:** Modify or create landing pages as the agent's initial workspace view using UI Builder.
* **Form Ribbon:** Add and configure components like Customer 360, Timeline, and SLA indicators on case forms.
* **Form Header and Highlighted Values:** Configure summaries and key field values for quick reference within forms.
* **Form Actions:** Create actions linked to UI actions for enhanced interactivity.
* **Contextual Side Panel:** Display form ribbon and secondary header values; control tab visibility using UX page properties.
* **Interaction Record Tab Titles:** Display meaningful field values such as contact names as tab titles for clarity.
* **Case Type Selector:** Ensure the `sncsmcasetypes.enableserviceselector` property is enabled to allow case type selection.
* **Service Catalogs:** Configure catalogs in the Service Workspace Portal to enable agents to fulfill catalog item requests efficiently.

## Benefits for ServiceNow Customers

By following this setup, ServiceNow customers can deliver a customized, user-friendly workspace that streamlines agent workflows and improves customer engagement. The guided setup and configurable components reduce implementation complexity and provide flexibility to tailor the workspace experience to organizational needs. Enabling communication channels and routing ensures timely and efficient customer interactions, while UI Builder customization empowers ongoing workspace optimization.  
Set up CSM Configurable Workspace for your agents so they can engage
with customers, answer questions, create cases, and resolve issues.  
Complete the following tasks to set up CSM Configurable Workspace:

1. Activate the Customer Service plugin (com.sn_customerservice).
2. Set up CSM Configurable Workspace using guided setup.
3. Set up communication channels and routing.
4. Set up additional components specific to CSM Configurable Workspace.
{#csm-config-workspace-set-up__ol_ilx_g4r_jjb}

## Activate the plugin {#csm-config-workspace-set-up__section_s45_w2z_cjb}

Activating the Customer Service plugin (com.sn_customerservice) provides the CSM Configurable Workspace functionality. For more information, see the following topics:

* [Activate Customer Service Management](https://www.servicenow.com/docs/~uc_0iZN6Cu7X~RbaHKHKg "You can activate the Customer Service (com.sn_customerservice) plugin, if you have the admin role. This plugin includes demo data and activates related plugins if they aren’t already active.")
* [Plugins activated with Customer Service Management](https://www.servicenow.com/docs/9ukGciWG9bC2wZgYEX1gDQ "The Customer Service plugin activates several related plugins, if they aren’t already active.")
{#csm-config-workspace-set-up__ul_dn4_fvq_jgc}

## Set up CSM Configurable Workspace using guided setup {#csm-config-workspace-set-up__section_pwh_zzy_cjb}

You can set up CSM Configurable Workspace by using the Customer Service Management Guided Setup. To use the guided setup:

1. Navigate to Customer ServiceAdministrationGuided Setup.
2. Select Get Started on the Welcome page.
3. Scroll through the list of guided setup categories until you reach the CSM Configurable Workspace category.
4. Select Get Started in the CSM Configurable Workspace category.

   The CSM Configurable Workspace category includes one task for the Configurable Workspace Guided Setup.
5. Select Configure to go to the Configurable Workspace Guided Setup.
6. Select Get Started.
{#csm-config-workspace-set-up__ol_oyt_vpk_nrb}  
The Configurable Workspace Guided Setup includes a sequence of workspace configuration tasks.{#csm-config-workspace-set-up__table_k4w_gmk_jgc__entry__2}

| Task | Description |
|-|-|
| Branding and theming | A theme sets the visual style of a configurable workspace experience and provides a consistent look and feel across all pages. * [View the brand and theme setting in your workspace experience](https://www.servicenow.com/docs/access?context=workspace-view-theme-setting&version=australia&pubname=australia-application-development&ft:locale=en-US) * [Working with themes in Next Experience](https://www.servicenow.com/docs/access?context=next-experience-theming&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) {#csm-config-workspace-set-up__ul_pkn_nqk_jgc} |
| Tab Settings | Configure the following in the Tab Settings category: * Configure a New Record menu by adding a table that agents can select to create new records in a configurable workspace. * Select a Service Catalog for your agents to use with a configurable workspace. {#csm-config-workspace-set-up__ul_bnh_xgr_jgc} |
| Lists | Configure list categories, filtered lists, and tailor lists to show specific items by user role in a configurable workspace. * Create list categories * Create filtered lists {#csm-config-workspace-set-up__ul_bg1_dhr_jgc} |
| Forms | Configure the way forms appear for your agents or workers in a configurable workspace. You can also configure the fields that appear on the form to be different depending on the record type and user roles. For more information, see [Administering forms for Configurable Workspace](https://www.servicenow.com/docs/access?context=administer-forms-configurable-workspace&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US). |
| Additional Forms Configuration | Configure templates that agents can use to pre-populate fields and UI actions to make a configurable workspace more interactive. For more information, see [Administering forms for Configurable Workspace](https://www.servicenow.com/docs/access?context=administer-forms-configurable-workspace&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US). |
| Search | Define search sources that your agents can query in a configurable workspace. Agents can use these keywords to search for specific records or knowledge articles. * [Configuring search in Next Experience](https://www.servicenow.com/docs/access?context=using-search-next-experience&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) * [AI search in Recommended Actions](https://www.servicenow.com/docs/UWM0QjcbCeJoatraA01~GQ "Enable agents to use AI search in Recommended Actions to find relevant resources or resolutions for customer issues.") {#csm-config-workspace-set-up__ul_j32_gjr_jgc} |
| Configurable Workspace Notifications | Determine the conditions when notifications display in a configurable workspace, such as when a record updates or a record assigns to a user. |
| Advanced Work Assignment (AWA) | Set up [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) to automatically route tasks and interactions to the right agents. |
| Configurable Workspace Agent Chat | Configure Agent Chat to enable live agents to chat with customers and manage various conversation features for agents and end users. For more information, see [Setting up Agent Chat](https://www.servicenow.com/docs/access?context=ac-configure-agent-chat&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US). |
| Playbook | Playbooks display business process workflows in a simple task-oriented view. These step-by-step procedures guide users through workflows that address commonly encountered situations. For more information, see [Building Playbooks](https://www.servicenow.com/docs/access?context=building-a-process&version=australia&pubname=australia-build-workflows&ft:locale=en-US). |
[Table 1. Configurable Workspace configuration tasks]

{#csm-config-workspace-set-up__table_k4w_gmk_jgc}

## Configuring workspace pages in UI Builder {#csm-config-workspace-set-up__section_ssq_x5j_jgc}

You can use UI Builder to configure the pages and components that display information in CSM Configurable Workspace including the following:

* [Landing pages](https://www.servicenow.com/docs/UT~0l1BdnGlvfZeY10nuHQ "Create landing pages for different agents and teams by creating a page variant and adding or modifying containers and components.")
* [Record pages](https://www.servicenow.com/docs/p5XVx1LnCHByal8c3BzeCw "A record page provides the base structure for how a record is displayed in CSM Configurable Workspace. This includes records such as cases, tasks, and interactions.")
* [Customer Central -- Customer Information tab](https://www.servicenow.com/docs/iwJLQfJi7FupF81tILjEJw "Configure the display of the Customer Information view using CSM Configurable Workspace.")
{#csm-config-workspace-set-up__ul_gkj_b45_vnb}

For more information, see the [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) topic in the [UI Builder](https://www.servicenow.com/docs/access?context=create-custom-experience&version=australia&pubname=australia-application-development&ft:locale=en-US) documentation.

## Set up communication channels and routing {#csm-config-workspace-set-up__section_shf_5fz_cjb}

Enable agents to chat with customers or to receive and place customer calls. You can also set up routing that automatically directs chats to the appropriate agents. For more information, see [Setting up Agent Chat](https://www.servicenow.com/docs/access?context=ac-configure-agent-chat&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).

## Set up additional CSM Configurable Workspace components {#csm-config-workspace-set-up__section_xqc_p2z_cjb}

Complete these tasks to set up the components that are specific to CSM Configurable Workspace.{#csm-config-workspace-set-up__table_l5j_pyj_jgc__entry__2}

| Task | Description |
|-|-|
| [Create or modify a landing page](https://www.servicenow.com/docs/UT~0l1BdnGlvfZeY10nuHQ "Create landing pages for different agents and teams by creating a page variant and adding or modifying containers and components.") | The landing page is an agent's initial view of the workspace. The CSM Landing Page is included with the Customer Service plugin. You can modify this landing page or you can create and modify a page variant in UI Builder. |
| [Set up a ribbon configuration in CSM Configurable Workspace](https://www.servicenow.com/docs/B3jsvWKX8UL3mmHBX2~yng "Create a ribbon setting and add that setting to a ribbon configuration for CSM Configurable Workspace.") | The form ribbon includes components that display information about a record. You can add the Customer 360, Timeline, and SLA components to the Case form ribbon. You can also configure attributes for the Customer 360 and Timeline components. |
| [Set up a form header in CSM Configurable Workspace](https://www.servicenow.com/docs/XoI42MiyxgaUuJzoPXwgdw "You can create a form header for use in CSM Configurable Workspace.") | Configure form headers that provide a quick summary of case, account, or contact information. |
| [Set up a highlighted value in a form header in CSM Configurable Workspace](https://www.servicenow.com/docs/uroPIZALMY5lsU6HWStJVA "You can configure fields that appear as highlighted values in a form header in CSM Configurable Workspace.") | Configure fields that appear as highlighted values in form headers in CSM Configurable Workspace. |
| [Set up a form action in CSM Configurable Workspace](https://www.servicenow.com/docs/kBzouprCBHm2sAsFUGMA9A "Create a form action that links to a UI action so that you can use the UI action in CSM Configurable Workspace.") | Create form actions that link to UI actions so that you can use the UI actions in CSM Configurable Workspace. |
| [Display the form ribbon and form header secondary values in the Contextual side panel](https://www.servicenow.com/docs/1KSG04YUEc5ovF2S8lHZMw "Configure the form ribbon and the secondary values that appear in a form header to display in the Contextual side panel in CSM Configurable Workspace.") | Configure the form ribbon and the secondary values that appear in a form header to display in the Contextual side panel in CSM Configurable Workspace. |
| [Display field values as interaction record tab titles](https://www.servicenow.com/docs/47a3blj3PlI9xsYPYptakQ "Display field values, such as contact or consumer names, as titles on interaction record tabs in CSM Configurable Workspace.") | Display field values, such as contact or consumer names, as titles on interaction record tabs in CSM Configurable Workspace. |
| Make sure that the sn_csm_case_types.enable_service_selector property which enables the case type selector is set to true. | The sn_csm_case_types.enable_service_selector property which enables the case type selector is set to true for zBoot customers, and can be enabled for upgrade customers. |
| [Hide tabs in the contextual side panel](https://www.servicenow.com/docs/Fswf2XmVDKvAiiNnC7k7PA "Use the inlineTabExclusion UX page property to prevent tabs from appearing in the configurable side panel in CSM Configurable Workspace.") | Use the inlineTabExclusion UX page property to prevent tabs from appearing in the configurable side panel in CSM Configurable Workspace. |
| Configure service catalogs for CSM workspaces | Customer service agents use service catalogs to fulfill catalog item requests. You can configure the Service Workspace Portal to use the catalogs that contain the desired items. |
[Table 2. Additional CSM Configurable Workspace configuration tasks]

{#csm-config-workspace-set-up__table_l5j_pyj_jgc}

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