--- 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 --- # Configure templates and pages # Configure templates and pages {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 5 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 Configure templates and pages In Customer Service Management (CSM) Configurable Workspace, playbook pages enable agents to efficiently view and manage case stages and activities, along with quick access to contextual information. Pages define how record information is displayed and are created or customized using UI Builder. Playbooks, created in Workflow Studio, provide guided workflows for specific case types and can be integrated into pages. Show full answer Show less ## Key Features * **Pages, Page Templates, and Page Variants:** Pages are the structural layouts for case records. Page templates serve as predefined starting points for pages, and page variants customize pages for different audiences or conditions. * **CSM Playbook Page Templates:** Two main templates are available: * **Case playbook: horizontal stages** -- Displays a horizontal stage picker across the top with persistent info on the left panel. * **Case playbook: vertical stages** -- Displays a vertical stage picker on the left, tracking progress vertically. Considerations include the number and length of stage names for optimal display. * **Playbook Applications and Pages:** Additional playbook pages are available for specific processes (Complaints, Onboarding, Product Support) with horizontal stage pickers providing end-to-end views. * **Activation and Customization:** Playbook pages and variants are inactive by default and must be activated and ordered. Customization tasks include configuring page headers, UI actions, side panel content, tabs, related record displays, app routes, optional activities, record generators for case creation, and email templates. ## Using Playbook Pages Playbooks streamline agent workflow by guiding task completion and case management: * **Record Creation:** Playbook record generator allows case creation directly within the playbook, initiating workflow activities. * **Activity Management:** Agents can navigate stages using horizontal or vertical pickers, view and update activities, access persistent contextual information (e.g., account, contact details), and interact with components like activity streams, dynamic related records, attachments, and templates. * **Additional Actions:** Agents can add optional activities to stages, summarize case details using ServiceNow Otto for CSM, and compose emails using predefined templates for common issues. * **Automatic Updates:** Activities completed outside the playbook are automatically reflected within it, ensuring consistency. Use playbook pages in CSM Configurable Workspace so that your agents can view the stages and activities in a playbook, work on activities, and have quick access to in-context information. ## Pages, page templates, and page variants {#csm-playbook-pages__section_qjh_sxd_3xb} Pages provide the base structure for how record information is displayed in CSM Configurable Workspace. Pages are created and customized in [UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=australia&pubname=australia-application-development&ft:locale=en-US), a web user interface builder. Pages and page variants can also include playbooks, which are created in Workflow Studio and provide step-by-step guidance for resolving a specific type of case. A page template is a pre-defined page configuration. When a page is created in UI Builder, a page template can be selected as a starting point. A page can also be created from scratch or by copying and then customizing an existing page. A page variant is a version of a page that includes unique settings such as the audience, conditions, and page order. For more information about templates, pages, and page variants, see [Creating pages and page variants](https://www.servicenow.com/docs/rZp9qG4cFJrcCfcyF5oy4w#config-csm-ws-create-page-variant__section_bt3_stk_1bc). ## CSM page templates {#csm-playbook-pages__section_os3_12w_cxb} The following page templates are available with the Playbooks for Customer Service Management application \[com.sn_csm_playbook\]. For more information, see [Playbook plugins](https://www.servicenow.com/docs/w5tW~jAkHEvtMzEJ2Vo8QQ#setting-up-csm-playbooks__section_qgq_ylk_llb).{#csm-playbook-pages__table_amy_yx4_qbc__entry__2} | Page template | Description | |-|-| | [Case playbook: horizontal stages](https://www.servicenow.com/docs/aSm0Yb0M0SG5uBt067ftBw#csm-playbook-horizontal-stages__section_uyk_sp3_cxb) | Includes a horizontal stage picker that displays across the top of the UI and shows persistent information in the left panel. | | [Case playbook: vertical stages](https://www.servicenow.com/docs/fivQaYMGtmkCBk4XB4vKxQ#csm-playbook-vertical-stages__section_vbd_5pb_zjc) | Includes a vertical stage picker that displays in the left panel. This stage picker can track overall progress on the UI in a vertical view. | [Table 1. Playbook page templates] {#csm-playbook-pages__table_amy_yx4_qbc} Considerations for using these page templates include the number of stages that appear in the picker and the length of the stage names. For example, longer stage names in the horizontal playbook can be truncated. Note: By default, the playbook page templates aren't active. To activate a page template, see [Activate a playbook page or page variant](https://www.servicenow.com/docs/p3vpHQM4~BW_dJ3sI4G8Fw "Activate a playbook page or page variant and set the page order. The system uses the active page with the lowest order number to display records in CSM Configurable Workspace."). Additional CSM playbook applications provide playbook pages that you can activate and use with case types in CSM Configurable Workspace. {#csm-playbook-pages__table_od3_slw_cxb__entry__3} | Application | Page variant | Description | |-|-|-| | Case Playbook for Complaints v5.0 | Complaint case process page | Includes a horizontal stage picker that provides an end-to-end view of the complaint process. | | Case Playbook for Onboarding v5.0 | Onboarding case process page | This playbook page includes a horizontal stage picker at the top of the record that provides an end-to-end view of the onboarding process. | | Case Playbook for Product Support v4.0 | Product Support process page | This playbook page includes a horizontal stage picker at the top of the record that provides an end-to-end view of the product support process. | [Table 2. Playbook applications and playbook pages] {#csm-playbook-pages__table_od3_slw_cxb} For more information, see [Playbook plugins](https://www.servicenow.com/docs/w5tW~jAkHEvtMzEJ2Vo8QQ#setting-up-csm-playbooks__section_qgq_ylk_llb). Note: By default, playbook pages are read-only. To use a playbook page, [activate the page](https://www.servicenow.com/docs/p3vpHQM4~BW_dJ3sI4G8Fw "Activate a playbook page or page variant and set the page order. The system uses the active page with the lowest order number to display records in CSM Configurable Workspace.") and set the page order. ## Configuring playbook pages {#csm-playbook-pages__section_uyk_sp3_cxb} The following table includes task information for activating and customizing a playbook page. Most customization is done in UI Builder and can happen during setup or after the page is in use.{#csm-playbook-pages__table_sth_yrb_dxb__entry__2} | Task | Description | |-|-| | [Activate a playbook page or page variant](https://www.servicenow.com/docs/p3vpHQM4~BW_dJ3sI4G8Fw "Activate a playbook page or page variant and set the page order. The system uses the active page with the lowest order number to display records in CSM Configurable Workspace.") | Activate a playbook page or page variant and set the page order. Note: Some playbook pages and page variants are not active by default. | | [Customize the page header for a playbook page](https://www.servicenow.com/docs/EGWFdLvmkz20~JtFTmCxqQ "Customize the page header by defining the primary and secondary fields that are displayed in CSM Configurable Workspace.") | Configure the page header for a playbook page. The page header includes a primary value and several secondary values. These fields can provide case, account, and contact information at a glance. | | [Customize UI actions for a playbook page](https://www.servicenow.com/docs/IaQcjN4m3W0pOBoR2ETVDA "You can customize the UI actions that appear in the action bar for a playbook page or page variant.") | Configure the UI actions to display in the action bar for a playbook page. | | [Customize content in the left side panel for a playbook page](https://www.servicenow.com/docs/dEVuXpsPO6FL9fUNnQBQzA "Components that can be added to the left side panel include Customer360, Timeline, Active SLA, or a custom ribbon component. You can update the ribbon component attributes based on the fields you want to display in the left side panel on the playbook page.") | Add custom components in the side panel. By default, this panel includes the Customer 360, Timeline, and Active SLA components. | | [Customize tabs in the contextual side panel for a playbook page](https://www.servicenow.com/docs/wKxuFoiiAWUoEBFMtI0BSw "Add customized tabs in the contextual side panel. Agents can use these tabs to view case information, add attachments, view recommendations, and perform other case-related actions.") | Add or remove the tabs from the contextual side panel. Agents can use these tabs to perform tasks such as adding attachments and viewing recommendations. | | [Customize the dynamic related records for a playbook page](https://www.servicenow.com/docs/AxAtO5L5UQEHITI8hBvbVA "Customize the dynamic related records for a playbook page to display in the contextual side panel in CSM Configurable Workspace. These records dynamically change depending on the context of the current record or playbook activity.") | Configure the Dynamic Related Records feature to display the related records in the contextual side panel. | | [Configure the app route to use an existing subpage](https://www.servicenow.com/docs/hpAzYLVl6XJPQNthCtkOIw "Create an app route to make an existing page a part of the page collection. For example, the dynamic related record is a global subpage that you can use at any application level.") | Create an app route to make an existing page a part of the page collection. | | [Configure an optional activity for a playbook](https://www.servicenow.com/docs/5FErKsgFcX4dMk3jkSzGCg "Configure optional playbook activities so that agents and fulfillers can insert activities during a playbook run. For example, a customer may want to schedule an optional activity such as making an appointment to visit a location.") | Configure an optional activity in  Workflow Studio at various stages in a playbook so that agents and fulfillers can insert an activity when they are using the playbook. | | [Set up a record generator for case type](https://www.servicenow.com/docs/kvbcac83G_KDQx~Do5iAag "Create a record for a case type by using a playbook record generator. With a record generator, the system creates a record as the first step in the playbook.") | Create a record for a case type as the first step in a playbook by using a playbook record generator. | | [Configure an email template](https://www.servicenow.com/docs/access?context=configure-email-templates&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) | Configure new email templates to enable agents to create emails for common issues. | [Table 3. Playbook page configuration tasks] {#csm-playbook-pages__table_sth_yrb_dxb} ## Using playbook pages {#csm-playbook-pages__section_zzh_msb_dxb} Playbooks enable your agents to view and complete their tasks more efficiently.{#csm-playbook-pages__table_l2b_p5g_2xb__entry__2} | User task | Description | |-|-| | [Create a record using a playbook](https://www.servicenow.com/docs/OlK3N24QmFQGF~ccUYjfrw "Create a record using a playbook activity instead of a record form.") | If a playbook is configured to use the playbook record generator feature, an agent can create a record by using a playbook activity. Creating a record opens the playbook and initiates the first activity, which is to guide an agent through the record creation process. After saving the case, an agent moves to the next activity in the current stage or to the first activity in the next stage. | | [Workspace](https://www.servicenow.com/docs/3FwOFepSgBXq6Tzzn09M1Q "In CSM Configurable Workspace, a playbook appears on a record page that is built from components. These components can be customized to fit how agents work through and resolve cases.") | Opening a case takes the agent to the first open assigned activity. An agent can do the following actions while working on the activities in a playbook: * View the entire playbook process in the Horizontal stage picker. [Case playbook: horizontal stages record page](https://www.servicenow.com/docs/aSm0Yb0M0SG5uBt067ftBw "The Case playbook: horizontal stages page is a record page that you can use in CSM Configurable Workspace. This page includes a playbook with a horizontal stage picker that displays across the top of the user interface and persistent information in the left panel.") * View the activities for each stage in the stacked [Select a playbook activity view](https://www.servicenow.com/docs/qiIfR8~FsHcduxozkHs2wQ "The activity view determines how the stages and activities are displayed in the playbook."). * [Use the activity stream in the contextual side panel](https://www.servicenow.com/docs/BkNLQATSaSQm7IzMhVyXEg "Customer service agents can access the activity stream in the contextual side panel in CSM Configurable Workspace.") * [Filter activity cards](https://www.servicenow.com/docs/q~5Isenm~w2YdA2wY7tU0Q "Filter the activities in the playbook stages by the selected user or activity state."). * Select an activity and perform the work required in the main work area. * View and update the case details by using the View Details button. * View the persistent contextual information in the left side panel, such as the account and contact. * View the related list tabs in the [Dynamic related records](https://www.servicenow.com/docs/l1lPuWT7atSVtciFp2g4aQ "Display related records in the Contextual side panel in CSM Configurable Workspace that dynamically change based on the context of the current record or playbook activity.") component in the contextual side panel. * Access information in the contextual side panel, including the activity stream, form ribbon, Agent Assist, Dynamic related records, attachments, and templates. * Create tasks, compose email, and add worknotes. * Open reference fields in subtabs under the session tab. {#csm-playbook-pages__ul_pfw_xzg_2xb} | | [Add an activity to a playbook](https://www.servicenow.com/docs/access?context=playbook-add-optional-activity&version=australia&pubname=australia-build-workflows&ft:locale=en-US) | Add optional activities to a playbook stage as needed. | | [Summarize case details](https://www.servicenow.com/docs/mRn4gu7gZA85wBpQtIsJYQ "Enable your agents to summarize the case details and to display this information on the case record by using the ServiceNow Otto for CSM case summarization skill.") | Use the ServiceNow Otto for CSM case summarization skill to summarize the case details and display this information on the case record. | | [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.") | Quickly compose emails for common issues by selecting an email template in the Compose Email page instead of manually drafting an email. | [Table 4. Playbook user tasks] {#csm-playbook-pages__table_l2b_p5g_2xb} Note: For tasks that an agent completes outside of a playbook, the system automatically updates the playbook activities.