--- 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 Configurable Workspace # 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 CSM Configurable Workspace CSM Configurable Workspace is a unified user interface designed specifically for customer service agents to efficiently assist customers by managing cases, accounts, and contacts across multiple communication channels such as email, chat, and voice. It consolidates all essential tools and customer information into a single customizable screen, eliminating the need to switch between multiple tabs or applications. Show full answer Show less ## Key Features * **Unified workspace:** Integrates all agent tools and information into one customizable interface for streamlined case and customer management. * **List views:** Offers filtered and customizable lists of cases, interactions, accounts, and contacts to help agents prioritize and organize work. * **Multi-tab interface:** Enables multitasking by allowing agents to open multiple cases and tasks simultaneously within one browser window without losing context. * **Contextual display:** Provides a comprehensive view of customer history, including previous interactions, products, and cases, directly on the main screen. * **Channel integration:** Supports management of customer interactions from email, chat, and phone channels all within the same workspace. * **Contextual side panel:** A configurable panel offering extra tools such as search, recommended actions, attachments, and templates to assist agents. * **AI tools:** AI-powered features summarize chats, calls, and case information, and generate resolution notes to accelerate case handling. ## Key Outcomes By using CSM Configurable Workspace, customer service agents can: * Handle multiple customer issues concurrently in an intuitive layout, reducing the need to switch tabs and improving focus. * Resolve cases faster through automated, machine learning--powered suggestions. * Receive alerts for potential major incidents based on issue frequency and impact, enabling proactive responses. * Stay updated with live activity feeds and analytics that surface important insights and case updates. ## Application Information The CSM Configurable Workspace application (com.snc.uib.csmagentworkspace) is activated via the Customer Service plugin and depends on the Customer Central plugin starting with the Yokohama release. It is available through the ServiceNow Store, where customers can also explore related applications and release notes. CSM Configurable Workspace is a user interface that provides customer service agents with the tools they need to assist customers, answer questions, and resolve issues quickly and efficiently. Figure 1. CSM Configurable Workspace CSM Configurable Workspace provides agents with a unified workspace to handle customer requests. Agents can manage cases, accounts, and contacts from multiple channels, like email, voice, and chat on a single screen, eliminating the need to switch between tabs. ## CSM Configurable Workspace features {#csm-workspaces-configure__section_a3l_4lz_1hc} Key features of CSM Configurable Workspace include list views for managing cases, interactions, and other records and tabs for multitasking. It also provides agents with the ability to access customer history and context without leaving the main screen. {#csm-workspaces-configure__table_c54_js1_bhc__entry__2} | Feature | Description | |-|-| | Unified workspace | Provides the tools and information that an agent needs into a single, customizable interface. | | List views | Provide filtered lists of cases, interactions, and other records such as accounts and contacts. Agents can also create and save their own lists. | | Multi-tab interface | Tabs and subtabs enable agents to work on multiple cases, tasks, and other customer records within a single browser window. Agents can quickly move between records without losing their place. | | Contextual display | Agents get a complete view of a customer's history, including interactions, products, and cases. | | Channel integration | Agents can manage customer interactions from various channels, including email, chat, and phone, all within the same interface. | | Contextual side panel | A configurable panel that provides agents with additional tools and information such as search, Recommended Actions, attachments, and templates. | | AI tools | Summarize interaction chats and calls, summarize case information, and generate case resolution notes. | [Table 1. CSM Configurable Workspace features] {#csm-workspaces-configure__table_c54_js1_bhc}For more information, see [CSM Configurable Workspace features](https://www.servicenow.com/docs/XeBgL7Eo~DatPGY2WtnINw "CSM Configurable Workspace provides several different tools and features that agents can use to assist customers, research issues, and resolve cases."). ## CSM Configurable Workspace benefits {#csm-workspaces-configure__section_ksf_4lz_1hc} The ServiceNow [Configurable Workspace UI](https://www.servicenow.com/docs/access?context=workspace-landing-page&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) is designed to improve user efficiency and facilitate resolutions. CSM Configurable Workspace, which is built from the Configurable Workspace UI, is specifically designed for customer service agents. CSM Configurable Workspace brings together customer information, case management, and collaboration tools into a single window. This user experience enables agents to manage several cases and interactions across different channels at the same time. CSM Configurable Workspace presents the Core UI lists and forms in one interface and consolidates multiple tabs into a single, focused work area. From this single view, agents can: * Work on multiple issues concurrently in an intuitive layout, reducing context and tab switching. * Resolve issues faster with automated suggestions powered by machine learning. * Get notified of potential major incidents based on issue frequency and impact. * Keep informed of updates and surface important insights with a live activity feed and analytics. {#csm-workspaces-configure__ul_ylm_znb_zgc} For more information, see [CSM Configurable Workspace overview](https://www.servicenow.com/docs/btzNvcbnUyp7oeHXcdVdsA "CSM Configurable Workspace is a ServiceNow workspace specifically designed for customer service agents. This workspace is designed to improve user efficiency and facilitate resolutions and can be configured using UI Builder."). ## Application information {#csm-workspaces-configure__section_ngz_drt_cwb} The CSM Configurable Workspace application (com.snc.uib.csm_agent_workspace) is activated with the Customer Service plugin (com.sn_customerservice). Note: Starting with the Yokohama release, CSM Configurable Workspace has a dependency on the Customer Central plugin. For more information, see [Customer Central plugin](https://www.servicenow.com/docs/LFF_WNAeENMUHf1Hq6PPQQ#customer-central__section_jmt_bnt_ydc). The CSM Configurable Workspace application is available from the ServiceNow Store. ## Request apps on the Store {#csm-workspaces-configure__id_mql_xrt_cwb} Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#csm-workspaces-configure__inline-send-to-store} **Related topics** * [List of workspaces](https://www.servicenow.com/docs/access?context=list-of-workspaces&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) * [Configurable Workspace glossary](https://www.servicenow.com/docs/access?context=configurable-workspace-glossary&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US)