--- 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 --- # Migrate to CSM Configurable Workspace # Migrate to CSM Configurable Workspace {#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 Migrate to CSM Configurable Workspace This guide helps ServiceNow customers transition from CSM Agent Workspace to CSM Configurable Workspace, maintaining most existing configurations while addressing necessary adjustments unique to the new workspace environment. It highlights the relationship between configurations in both workspaces and provides guidance for new implementations using the Configurable Workspace guided setup. Show full answer Show less ## Key Configuration Considerations * **Compatible Configurations:** Certain elements like ribbons and forms work seamlessly in both workspaces without modification. * **Configurations Requiring Adjustment:** Lists and list categories need specific configuration changes when migrating to CSM Configurable Workspace. * **Interdependency:** Changes in one workspace's configuration can affect the other, so modifications should be managed carefully. ## Guided Setup for New Implementations For customers not currently using CSM Agent Workspace and looking to implement CSM Configurable Workspace, the recommended approach is to use the guided setup available through the Customer Service administration menu. This tool streamlines configuration and initial setup. ## Workspace Features to Migrate The migration encompasses various features essential for agent productivity and customer service effectiveness: * **Activity Stream:** Facilitates communication and note-taking on records. * **Agent Assist:** Provides automatic search results for solutions related to records. * **Agent Chat:** Enables real-time interaction with customers, including case creation and chat transfers. * **Branding and Theming:** Customizes the workspace to align with company branding. * **Email Composer and Viewer:** Supports email communication between requestors and fulfillers. * **Customer Central:** Displays customer touchpoints as information cards for comprehensive context. * **Declarative Actions:** Allows adding custom functionality without scripting. * **Forms and Form Headers:** Central agent interfaces and overviews of records. * **Global Search:** Enables users to search information across defined sources within the workspace. * **Highlights:** Provides visual cues with background colors to indicate status. * **Lists:** Displays filtered record lists like tasks and cases. * **Ribbons:** Presents quick-reference information about records. * **UI Action Bar:** Includes customizable buttons and access controls based on user roles. ## Practical Implications for Customers By following the migration instructions and focusing on the outlined workspace features, ServiceNow customers can successfully transition to CSM Configurable Workspace while preserving essential configurations and enhancing agent productivity. The guided setup and clear differentiation between configurations that require changes versus those that do not help streamline the migration process and reduce disruption. Follow the instructions in this topic to migrate from CSM Agent Workspace to CSM Configurable Workspace. If you are currently using CSM Agent Workspace and want to migrate to CSM Configurable Workspace, you can continue using most of your existing configurations. Some features, however, need to be configured specifically for CSM Configurable Workspace. You can migrate some of the configurations using lists and forms and others using the [UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=australia&pubname=australia-application-development&ft:locale=en-US) tool. {#csm-migrate-configurable-workspace__table_rrk_p52_v4b__entry__2} | Workspace configurations | Examples | |-|-| | Configurations that work in both CSM Agent Workspace and CSM Configurable Workspace without modification. | * Ribbons * Forms {#csm-migrate-configurable-workspace__ul_t23_v52_v4b} | | Configurations that are different for CSM Configurable Workspace. | * Lists * List categories {#csm-migrate-configurable-workspace__ul_ocj_gv2_v4b} | [Table 1. Workspace configuration examples] {#csm-migrate-configurable-workspace__table_rrk_p52_v4b} Also, be aware that some configuration changes made for one workspace can also affect the other. For example, changes to the CSM Agent Workspace configuration may impact CSM Configurable Workspace. The same applies to changes to the CSM Configurable Workspace configuration, which may impact CSM Agent Workspace. Note: For customers who are not currently using CSM Agent Workspace and want to implement CSM Configurable Workspace, use the CSM Configurable Workspace guided setup by navigating to Customer ServiceAdministrationGuided SetupCSM Configurable Workspace. Clicking Configure in this category takes you to the Configurable Workspace guided setup. The information and instructions in the different guided setup categories can help you set up a new implementation of CSM Configurable Workspace. ## Workspace features {#csm-migrate-configurable-workspace__section_kt5_1xf_v4b} This section provides information, parameters, and steps to complete the migration of CSM Agent Workspace configurations to CSM Configurable Workspace. Select the feature that you want to migrate from the following list. {#csm-migrate-configurable-workspace__table_afy_dj4_jyb__entry__2} | Feature | Description | |-|-| | [Activity stream](https://www.servicenow.com/docs/suWRy0DQPAIXJNA6PWdtqg "Learn about how the Workspace Activity stream functions in Configurable Workspace.") | Activity Stream enables agents to communicate with requesters and make internal notes about the work done on a record. | | [Agent assist](https://www.servicenow.com/docs/pu80aCkUyXk9d3tJN_7O1g "Learn about how the Workspace Agent assist functions with Configurable Workspace.") | Agent assist provides agents with automatic search results that show possible solutions for records they open. | | [Agent Chat for Customer Service Management Configurable Workspace](https://www.servicenow.com/docs/Yg76s389VFt5DXYfpyvUpA "Learn how the CSM Agent Workspace Agent Chat functions with CSM Configurable Workspace.") | Agent Chat enables agents to interact with customers, create incident or case records, or transfer chats to another agent or queue. | | [Branding and theming](https://www.servicenow.com/docs/KEe96kPfi2KRk3udqgf9vg "Learn about branding and theming for your Configurable Workspace.") | Branding and theming enables you to customize your Configurable Workspace to your company branding and theming. | | [Email Composer and Email Viewer](https://www.servicenow.com/docs/qxi_iZ4uleUkaS6rK43hvQ "Learn about how the Email Composer and Email Viewer function with Configurable Workspace.") | The Email Composer enables requestors and fulfillers to use email to communicate. | | [Customer Central](https://www.servicenow.com/docs/lNpfh_LPiMwenPjBctGimA "Learn about how CSM Agent Workspace Customer Central functions with CSM Configurable Workspace.") | Customer Central displays all the touch points that a customer has had with a contact center in the form of information cards. | | [Declarative actions](https://www.servicenow.com/docs/g3zr12rGHXE689qC~fPH~g "Learn how the Workspace declarative actions function with configurable workspace.") | Declarative actions add custom functionality to your Workspace forms, fields, lists, and related lists without writing custom scripts or learning APIs. | | [Forms](https://www.servicenow.com/docs/JP8TrRRXX_4s1kRfxjTuow "Learn how the Workspace form functions with Configurable Workspace.") | The form is the user interface where agents do most of their work. | | [Form headers](https://www.servicenow.com/docs/~DQ2146fx94ua1efixGJAw "Learn how Workspace form headers function with Configurable Workspace.") | Form headers provide an overview of the record. | | [Global Search in configurable workspaces](https://www.servicenow.com/docs/YK4Gg6_mpD6CjEu9lE~5Yg "Learn about how the CSM Agent Workspace Global Search functions with CSM Configurable Workspace.") | Global Search provides users with the ability to search for information within the defined search sources. | | [Highlights](https://www.servicenow.com/docs/vkxWQrgwHLquYH5BqE8Avw "Learn how Workspace highlights function with Configurable Workspace.") | Highlights provide background color that visually expresses the status of a highlighted value. | | [Lists](https://www.servicenow.com/docs/QR_waBrPkjBtvn3fsKQFKA "Learn about how Workspace lists function with Configurable Workspace.") | The list view displays filtered lists of records, such as All tasks, Open tasks, and My tasks. | | [Ribbons](https://www.servicenow.com/docs/NgDDO6rK68tJ6tN0SPiG2Q "Learn how CSM Agent Workspace ribbons function with CSM Configurable Workspace.") | Ribbons help agents quickly scan relevant information about a record, such as a timeline, a user, or a customer summary. | | [UI Action Bar](https://www.servicenow.com/docs/srNhuZ64I4mwy1QquAIUjA "Learn how the Workspace UI Actions component functions with Configurable Workspace.") | UI actions include custom buttons, menu items, and limiting access to forms based on user role. | [Table 2. Workspace features and descriptions] {#csm-migrate-configurable-workspace__table_afy_dj4_jyb} *[\>]: and then