---
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


---

# Using CSM Configurable Workspace in Customer Service Management

# Using CSM Configurable Workspace in Customer Service Management {#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 Using CSM Configurable Workspace in Customer Service Management

CSM Configurable Workspace is designed to empower customer service agents to efficiently interact with customers, manage cases, and resolve issues within the Customer Service Management (CSM) environment.
Most agent tasks can be completed directly within this workspace, streamlining workflows and enhancing productivity.
Some specialized tasks may still require the platform interface, which is clearly indicated in task instructions.
Show full answer Show less  

## Agent Tasks

Within CSM Configurable Workspace, agents can perform various essential tasks to support customer service operations:

* **Knowledge Management:** Agents can search for knowledge articles, open them in sub-tabs for easier reading, attach articles to cases, report knowledge gaps, and, if permitted, create new articles directly from cases.
* **Community Interaction:** Agents can respond to community discussions tied to cases directly from the workspace, enabling seamless engagement with customers.
* **Response Templates:** Use predefined templates to quickly and consistently respond to customer inquiries and update cases or case tasks.
* **Email Management:** Preview, compose, and send email responses from within cases or ribbon components, with easy access to related email threads.

## Additional Features

The workspace also offers several advanced features that help agents provide tailored and efficient service:

* **Case Creation:** Create cases specific to the type of customer issue, ensuring accurate categorization and handling.
* **Customer Lookup:** Quickly find and verify customer contacts or consumers using various identifiers like name, phone number, or record number.
* **Customer Central:** Access comprehensive customer information and recent activities to better understand and assist customers.
* **Product Data Access:** View detailed information about customer instances, products, components, and sold product data to support case resolution.
* **Playbooks and Guided Decisions:** Follow step-by-step playbooks and use guided decision tools to receive recommendations and guidance for resolving cases effectively.
* **Recommended Actions:** Utilize suggestions such as guidance, guided decisions, or case field values to streamline case resolution.
* **Trending Case Topics:** Identify and manage cases with similar issues by viewing and adding trending topics, with the ability to create major cases for widespread concerns.
* **Estimated Time to Resolve (ETTR):** Leverage machine learning to predict case resolution times based on case details, helping manage customer expectations and workload.
* **Callback Management:** Handle customer callback requests either immediately or scheduled, ensuring timely and responsive communication.

## Key Outcomes

By using CSM Configurable Workspace, ServiceNow customers can expect a more integrated and efficient approach to customer service. Agents gain streamlined access to knowledge resources, customer and product information, and guided workflows, leading to faster case resolution and improved customer satisfaction. Machine learning features like ETTR and trending topics help prioritize work and proactively address common issues, while communication tools ensure effective customer engagement.  
Use CSM Configurable Workspace to interact with customers, create and work on cases, and resolve questions and issues.
Customer service agents can complete most tasks in CSM Configurable Workspace, while other tasks only apply to the platform interface. This information is noted at the top of each task.

The tables below describe some of the basic tasks that agents can perform in CSM Configurable Workspace as well as additional features that are available for use.

For additional task information, see [Manage cases](https://www.servicenow.com/docs/Z2v0YUD5ddKIPiCDKrSkug "Case management within provides a structured and efficient approach to handling a wide variety of service requests, incidents, and inquiries. It encompasses the processes and tools used to manage individual cases from initiation through resolution, ensuring that service delivery is consistent, timely, and aligned with organizational goals.").  
{#csm-workspaces-use__table_csm_workspace_agent_tasks__entry__3}

| Task | Description | Details |
|-|-|-|
| Use Knowledge to assist with cases | Search for knowledge articles and attach them to cases or open articles in sub-tabs for easier reading. Report a knowledge gap if you can't find relevant articles and, if permission is enabled, create articles directly from cases. | [Search for knowledge articles](https://www.servicenow.com/docs/o0JaA9OZhGwryEcuoNuULg "Search for knowledge articles in Agent Assist, including similar knowledge articles.") [Open a knowledge article](https://www.servicenow.com/docs/c4gKnCSWcR81C_wU2QpyvQ "Search for a knowledge article in Agent Assist or Recommended Actions - AI Search and then open the article in a sub-tab.") [Report a knowledge gap](https://www.servicenow.com/docs/L7MbEeKUiCC6S_Gz7c_sjw "If you cannot find relevant knowledge articles that could help resolve a case, you can report a knowledge gap.") [Create a knowledge article](https://www.servicenow.com/docs/~egvwj08KPhk_5C3wHzsRA "Create knowledge articles from customer service cases to save case information and make it available to others in a knowledge base.") |
| Respond to community discussions | If a case is created from a community discussion, you can respond to the discussion from the case. | [Respond to a community thread from a case](https://www.servicenow.com/docs/d1w12cgDn1GLXxGQSYPb5w "For cases that are created from a community discussion, customer service agents can view and respond to the discussion in a new browser tab.") |
| Use response templates | Quickly respond to customers using different types of predefined information. | [Use response templates to add information to cases and case tasks](https://www.servicenow.com/docs/DM4nIp~dmT~7OscCo8FOaQ "Customer service agents can copy content from response templates and add it to cases and case tasks.") |
| Manage email tasks | Preview emails and compose and send responses from cases. | [Compose an email from a case](https://www.servicenow.com/docs/hA7aNQRvj7o~df0wdp1w8g "As an agent, you can compose emails directly from cases within a ServiceNow instance. This capability helps you view and send emails to two different customers simultaneously which saves time and effort.") [Compose an email from the ribbon component](https://www.servicenow.com/docs/OrTyg9jN~rQ8I3Eu8UdosQ "As an agent you can compose emails directly from cases within CSM Configurable Workspace without having to use an external email client. This capability helps you view and send emails to two different customers simultaneously which saves time and effort instead of having to address and send a separate email message.") [Send an email response from a case activity stream](https://www.servicenow.com/docs/D69oVmONMC5rDIG1NwyebQ "Respond to cases using options within a customer email thread. You may not require using another email client which saves time and effort.") [Preview an email from the Emails related list](https://www.servicenow.com/docs/YKp8gpGjN5gbYa1pIciiuw "Preview emails directly from within cases. With this capability, you can select case-related emails and read the details in full view.") |
[Table 1. Agent tasks]

{#csm-workspaces-use__table_csm_workspace_agent_tasks}  
{#csm-workspaces-use__table_pph_mww_b4b__entry__3}

| Feature | Description | Details |
|-|-|-|
| Create a specific type of case | Create a case for a specific type of customer issue. | [Create a customer service case of a specific type](https://www.servicenow.com/docs/Pn7SaIMpjrq5N6_3ObZvuw "Customer service agents can create different types of cases by making selections from the case type selector.") |
| Look up a customer | Quickly look up contacts or consumers using information such as the name, phone number, or record number. | [Look up and verify a contact or consumer](https://www.servicenow.com/docs/~SPQ2YHS2FaZ2hNVTyo7Mw "An agent can look up contact or consumer information from a saved interaction record, review and confirm the information, and then populate the information on the interaction record.") |
| Use Customer Central | Look up customer information and recent activity to find out more about the customer you are assisting. | [Use Customer Central](https://www.servicenow.com/docs/2AcxhMC_xUB6lJtJjO0rQQ "Get a quick overview of key customer information and recent customer activity to help you find out more about the customer contacting support.") |
| View product data | View details about customer instances, products, and components. | [View install base information](https://www.servicenow.com/docs/IP5PYaxd7Esy7sc~AtPIdg "View a customer’s install base in CSM Configurable Workspace to quickly identify the support they require as well as the opportunities for adoption and upsell.") [View sold product information](https://www.servicenow.com/docs/wKSW~X9OEMp_QgCEihVryA "Enable customer service agents or managers to view the sold products and the service offerings associated to the sold product for an account or consumer.") |
| Use playbooks | Use the step-by-step guidance provided by playbooks to complete tasks and resolve cases. | Interact with playbooks |
| Use guided decisions | A guided decision prompts you to answer questions and provide inputs and then offers recommendations on the steps needed to resolve a case. | [Use Guided Decisions in playbooks to resolve cases](https://www.servicenow.com/docs/b~kohd7BHi2qq9Q3QOrrgA "As an agent, work your way through a decision tree in a playbook to help troubleshoot a case and get recommendations on the next possible steps in solving the case.") [Use Guided Decisions in recommended actions to resolve cases](https://www.servicenow.com/docs/8S5IKkE8jlki9ii~C8yzig "As an agent, work your way through a recommended action of type decision tree to help troubleshoot a case and get recommendations on the next possible steps in solving the case.") |
| Use recommended actions | A recommended action is a suggested helpful action for resolving a case. A recommendation can be a guidance, guided decision, or a suggested value for a case field. | [Use Recommended Actions to resolve cases](https://www.servicenow.com/docs/FaZ_qxOVcKz8HNS3Qst9AQ "As an agent, you can use Recommended Actions to help address customer issues and resolve cases quickly.") |
| Use trending case topics | Use trending case topics to identify cases with similar issues. | [View trending case topics](https://www.servicenow.com/docs/ZB8pqVml0Kkjdxkzd7vbLQ "Analyze the backlog of cases and identify clusters of cases that point to similar underlying issues.​") [Add trending case topics to existing major cases](https://www.servicenow.com/docs/LYL7KdMp3Ya9Nqkh6ynzuA "Work through cases more efficiently and resolve similar cases at once by identifying any existing major cases that the backlog of cases can be linked to.") [Create major cases for trending case topics](https://www.servicenow.com/docs/gh4JWAcpxFrcXM85xq4BLw "Work through cases more efficiently and resolve similar cases at once by creating major cases to add the backlog of cases to.") |
| Use estimated time to resolve a case (ETTR) | Use machine learning to predict the estimated time to resolve a case based on case attributes such as the short description, category, priority, and assignment group. | [Estimated time to resolve a case](https://www.servicenow.com/docs/LVsAHerhKu~dCt1Gyfbvqw "Machine learning in Customer Service Management helps with case resolution by predicting the estimated time to resolve a case.") [Time to resolve ribbon component](https://www.servicenow.com/docs/zQmST1DIHsZH6pXPTqaSQQ "The form ribbon provides includes components that display relevant information about a case and provide agents with a quick overview of the case details. These components can include a contact or consumer summary, a timeline, and SLA details.") |
| Call back a customer | Call a customer back either immediately or at the date and time requested by the customer. | [Address a callback request from a customer](https://www.servicenow.com/docs/fqea5hXslH8Sg47TjRHFpg "As a customer service agent, call a customer back either immediately or at the date and time requested by the customer.") |
[Table 2. Additional features]

{#csm-workspaces-use__table_pph_mww_b4b}