---
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


---

# CSM default record page

# CSM default record page {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 7 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 default record page

The CSM default record page in ServiceNow's Customer Service Management (CSM) provides a comprehensive environment for agents to create, monitor, and resolve case records efficiently.
Included in the CSM/FSM Configurable Workspace experience, this page combines essential case management features such as detailed record information, communication tools, and issue resolution suggestions into a single interface.
Show full answer Show less  

## Key Features

* **Activity Stream:** Displays a collapsible list of activities on a case, allowing agents to review and track all updates and interactions efficiently.
* **Action Bar:** Offers context-sensitive actions like creating related records, managing the case, saving updates, and following cases for notifications. Notifications appear in the top menu based on user preferences, and users can toggle follow/unfollow to manage alerts.
* **Thin Compose Modeless Dialogs:** Allows agents to initiate comments, work notes, or emails directly from the activity stream and edit them in modeless dialogs, improving multitasking and workflow.
* **Record Presence:** Displays icons indicating other users currently viewing the same record, facilitating real-time collaboration and awareness among agents.
* **Email Templates:** Accessible via a dedicated tab, templates help agents quickly insert predefined recipients, subjects, and message content into emails composed from case records. Administrators can configure these templates to standardize communication.
* **Creating Emails:** Agents can compose emails from the activity stream or action menus and apply templates to auto-populate email content, streamlining customer communication.
* **Recommended Actions Tab:** Available for Pro customers, this tab offers AI-powered search and suggested actions based on case context. It helps agents find relevant knowledge articles, similar cases, and other resources to assist in faster and more accurate case resolution.
* **Editable Record Header Field:** Enables agents to directly edit the case's short description from the record header for quick updates.
* **Collaborate Component:** Provides a communication interface within the contextual side panel for agents to engage with stakeholders and gather necessary information.

## Practical Benefits for ServiceNow Customers

* **Streamlined Case Management:** The integrated interface consolidates all essential case handling tools, reducing navigation and improving agent productivity.
* **Enhanced Collaboration:** Features like record presence and the Collaborate component support team coordination and information sharing in real time.
* **Faster Resolution with AI Assistance:** Recommended Actions and AI search help agents quickly identify relevant information and troubleshoot effectively.
* **Consistent Customer Communication:** Email templates ensure standardized messaging, saving time and improving communication quality.
* **Customizable Experience:** Administrators can configure email templates and notification settings to align with organizational workflows and preferences.  
The CSM default record page provides case management features and functionality and enables agents to create, monitor, and resolve cases.
The CSM default record page includes the basic structure for a record page, including record information, a communication interface, and suggestions for issue resolution. This page is also known as the standard record page.  
Figure 1. CSM default record page

The CSM default record page is included with the CSM/FSM Configurable Workspace experience.

## Activity stream component {#csm-default-record-page__section_qdp_fdx_xfc}

The activity stream component on the CSM default record page displays a list of activities occurring on a case record. This list can be collapsed to provide a quick view of case activities or expanded to provide more detail
about individual activities. For more information about this component, see [Activity stream component](https://www.servicenow.com/docs/4smCTlFYBJkk1SazEK6SBQ#csm-front-line-case-page__section_ntx_lnh_s1c).

## Action bar component {#csm-default-record-page__section_s15_hvm_pgc}

The action bar contains the actions available to users while working on case records. The specific actions are determined by factors such as the user role, case state, and other attributes.

* Create: Create records such as work orders, incidents, and requests.
* Manage case: Perform case management actions such as accepting a case or requesting information.
* Save: Save changes to the case record.
* Follow: Receive notifications when comments or work notes are added to the record.
* More Actions: Perform additional actions such as following a case, proposing a major case, or reporting a knowledge gap.
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The CSM default record page action bar includes the Follow action in the More Actions menu. Selecting this action enables you to receive notifications when comments or work notes
are added to the record.  
You receive notifications in the Notifications menu at the top of the page according to your notification preferences. You can select the notification to open the record that was updated. For more information, see the following topics:

* [Configure Next Experience notification preferences](https://www.servicenow.com/docs/access?context=next-experience-notifications-preferences&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US)
* [Follow records in Next Experience](https://www.servicenow.com/docs/access?context=follow-records-in-next-experience&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US)
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When the Follow action is selected, the button toggles to Unfollow. To stop receiving notifications, select Unfollow.

## Thin compose modeless dialogs {#csm-default-record-page__section_l1j_22x_xfc}

The CSM default record page uses the thin compose modeless dialog feature, which incorporates modeless dialogs into the activity stream. This feature enables agents to initiate a comment, work note, or email in the activity
stream and then open the text in a modeless dialog. For more information, see [Thin compose modeless dialogs](https://www.servicenow.com/docs/VHnZ5wGCC3dEZmXeTuBg7w#csm-front-line-case-page-modeless-dialogs__section_nws_1rs_rfc).

## Record presence feature {#csm-default-record-page__section_j3d_fyf_2xb}

The CSM default record page and the CSM Interaction record page include the record presence feature. This feature allows agents to see other users who are viewing the same record and enables easy collaboration.  
The user presence component displays an icon in the form header that shows the user who is currently viewing the record. For three or more users, the component displays two icons plus a number that represents additional users.

* Hover over an icon to see more information about a user.
* Click the number icon to see more information about the additional users.

{#csm-default-record-page__ul_ys1_ryf_2xb}For more information about this feature, see [User presence](https://www.servicenow.com/docs/access?context=c_UserPresence&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US).

## Email templates feature {#csm-default-record-page__section_qps_2sw_1yb}

The CSM default record page includes the Email Templates feature. CSM Configurable Workspace pages that use the CSM default record page include the Email Templates tab in the contextual side panel.

These templates contain default values for fields that agents can easily add to email messages in the Compose panel on case records. These default values can include the recipients (email addresses in the To, Cc, and Bcc
fields), the sender, the subject of the email, and text to include in the message body.

Users with the system administrator role can configure email templates by navigating to AllEmail ClientEmail Client Templates and selecting New. For more information, see [Create an email client template](https://www.servicenow.com/docs/access?context=t_CreateAnEmailClientTemplate&version=australia&pubname=australia-platform-administration&ft:locale=en-US).  
Agents can use this feature to do the following:

* View available email templates.
* Select an email template to display the template details.
* Apply the selected template to an email in the Compose panel.
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For more information, see [Compose an email from an email template](https://www.servicenow.com/docs/RaoI_cIyztErfNJBOVbiQA "As an agent, you can compose emails using email templates. These templates contain default values for fields that you can easily add to email messages in the Compose panel on case records.").

## Creating emails and applying email templates {#csm-default-record-page__section_zzm_lmr_tdc}

Customer service agents can create emails from case records in the following ways:

* By selecting Email at the top of the activity stream to open the Compose Email component.
* By selecting the More actions (![agent workspace more actions menu]()) menu in the case activity bar and then selecting Compose email to open a draft email in a new tab.

{#csm-default-record-page__ul_j5d_d4r_tdc}When creating emails, agents can apply templates to add content to the draft emails, such as the subject line and message body. To apply a template:

1. Select the Apply email templates icon (![Compose email apply templates icon]()) in the Compose email footer.

   The system displays a list of available templates. It does not display quick messages or response templates.
2. Select a template from the list. You can also search for a specific template.The system adds the contents of the template to the body of the email.

{#csm-default-record-page__ol_ot5_1qr_tdc}  
Note:  
If no templates are available, the icon does not appear in the footer.

## Recommended Actions feature

The Recommended Actions tab is now available as the first tab in the contextual side panel and is enabled for Pro customers. By default, the Recommended Actions tab on the CSM default record page is designed to show on the base system Case table `(sn_customerservice_case)`. It includes a set of base system recommendations, such as
similar incidents and similar open incidents.  
Note:  
The Hide tab condition on the Recommended Actions tab in the Tab sidebar component matches the base system Case table name exactly. As a result, the tab doesn't appear for records from tables that extend the Case table. For more information, see [Recommended Actions tab not appearing on the CSM default record page](https://www.servicenow.com/docs/FabFeP9c~lbTROaYiviHLw "The Recommended Actions (RA) tab may not appear in the contextual side panel of the CSM default record page or the CSM Interaction record page. The cause determines the resolution.").  
The Recommended Actions tab includes [AI search](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.") functionality and Suggested Actions.

* [AI search](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.") tab: Agents can use AI search to find relevant resources or resolutions for customer issues. The search feature displays an initial set of search results based on the text in the case short description. This initial set of results includes knowledge articles. Agents can also enter different search keywords and repeat the search. From the list of search results, agents can select a source to see search results of that type.  
  The following table shows the actions that an agent can perform on search results:{#csm-default-record-page__table_mc2_njv_bfc__entry__2}

  | Source type | Guidance actions |
  |-|-|
  | Knowledge base articles | * Attach and add a link in email. * Attach and add a link in comment. * Add a link in work note. * Copy a link. * Read an article. * Mark an article as helpful. {#csm-default-record-page__ul_vnw_xqv_bfc} |
  | Cases | * Show or copy a resolution for resolved cases. * Link or open a case. {#csm-default-record-page__ul_d4g_2rv_bfc} |
  | Incidents | * Link an incident. * Open an incident. {#csm-default-record-page__ul_kth_krv_bfc} |
  | Problems | * Link a problem. * Open a problem. {#csm-default-record-page__ul_m2y_mrv_bfc} |
  | Requests | * Link a change request. * Open a change request. {#csm-default-record-page__ul_s5g_4rv_bfc} |
  [Table 1. Source type and guidance actions on the CSM default record page]

  {#csm-default-record-page__table_mc2_njv_bfc}

  For all the other source types, default guidance is supported. The Default guidance for search results is a guidance that can be used
  for any search sources that don't have mapped guidances. For more information on default guidance, see [Default guidance for search results](https://www.servicenow.com/docs/XQ3uXy4wCArJ1mltL3cyrg "The Default guidance for search results is a guidance that can be used for any search sources that don't have mapped guidances.").

  When inserting a knowledge article link, the workspace automatically switches to the relevant tab based on the action selected. For
  example, selecting Add a link in work note switches focus to the Work notes tab.

  For more information on how to avail the AI search feature in Recommended Actions, see [Enable AI search in Recommended Actions](https://www.servicenow.com/docs/_wCHQCaexxMakpoEPqXp6w "As an admin, you can enable the Recommended Actions - AI search on the Front-line case page, CSM default record page, and CSM Interaction page (for chat, video, walk-up, and email channels) by setting the hideAgentAssistShowRA UX page property to true.").  
  For more information, see [Use AI search in Recommended Actions to resolve cases](https://www.servicenow.com/docs/u0Esp~S0V5nQlDa_3jKzfQ "As an agent, use AI search in Recommended Actions to help address customer issues and resolve cases quickly.").  
  Note:  
  Using Recommended Actions in the contextual side panel requires the [Recommended Actions](https://www.servicenow.com/docs/cA8b_npAX5lBDlypG6_GVA "Use the Recommended Actions application to display relevant actions to agents based on a context of a record or enable agents to perform an AI search to find relevant resources. Agents can quickly and easily take action to help customers and resolve their issues.") application (sn_cs_nb_action) which is included with the CSM Configurable Workspace application.
* Suggested Actions tab: This tab displays relevant actions to agents based on a context of a record or recommend a value for a field. For more information on how to configure contexts to display relevant actions for the agent, see [Recommended Actions](https://www.servicenow.com/docs/oDe1A6kmwaW3NTuDclw0_g "Use Recommended Actions to display relevant actions to agents based on a context of a record or recommend a value for a field.").

  The Suggested Actions tab is available in the base system for Pro customers and doesn't require additional configuration. It becomes visible when the Task Intelligence plugin is installed.
  Non-Pro customers can enable the tab manually.
  * Without the plugin, only the Search tab is visible on the Front-line case page.

  * With the plugin installed, both Search and Suggested Actions tabs appear, and recommendations are shown under Suggested Actions.

  * If the plugin is uninstalled, the Suggested Actions tab is no longer available.

  {#csm-default-record-page__ul_vvs_n2c_yfc}
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## Editable record header field {#csm-default-record-page__section_uc1_yw4_g3c}

Agents can edit the short description of a record directly from the record header field. For more information, see [Editable record headers](https://www.servicenow.com/docs/PJEiqD1X6a7qzJXLgaPbVA#csm-workspace-agent-actions__section_hhb_1tj_23c).

## Collaborate component {#csm-default-record-page__section_kq5_bnp_g3c}

The Collaborate component enables agents to communicate with stakeholders and other users and gather information for case resolution. This component is available on the CSM default record page n the contextual side panel. For
more information, see [Collaborate component](https://www.servicenow.com/docs/j3NbkwLpbE8Ncva9nfkP9Q "Use the Collaborate component in CSM Configurable Workspace to communicate with stakeholders and gather information for case resolution.").

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