--- 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 Landing Page # CSM Landing Page {#ariaid-title1} Release version: Australia Updated March 24, 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 Landing Page The CSM Landing Page in ServiceNow provides customer service agents and managers with a centralized view to efficiently manage and prioritize cases and case tasks. It offers quick access to records, visual performance metrics, and key case insights, enhancing the ability to track and respond to customer service workload effectively. Administrators can customize these landing pages using UI Builder to align with specific business requirements. Show full answer Show less ## Key Features * **Important Items Section:** Displays score cards highlighting critical work such as high priority cases (P1, escalated, needing attention), SLA breaches, cases not updated recently, case tasks, and unassigned cases within an agent's assignment groups. Clicking a score card filters and shows relevant records. * **Cases Section:** Shows two lists---My active cases and My team's cases---with direct access to case details by selecting a case number. * **Performance Section:** Tracks agent performance indicators such as SLA compliance over the last 7 days and reopened cases over the last 30 days. Additional KPIs like CSAT, response time, and resolution time are available when the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin is activated. Selecting an indicator reveals detailed records or KPI pages. * **Customization and Multiple Landing Pages:** Use UI Builder to create and tailor landing pages. Multiple landing pages can exist, but only one active landing page is shown to a user based on its activation status, order priority, and user permissions (roles or assignment groups). * **Prerequisites:** The landing page requires the CSM Configurable Workspace (sncsmwrkspc) plugin. For accurate filtering of the High priority cases component, the Customer Service Case Action Status (com.snc.csmactionstatus) plugin must be installed, and the instance should be on Xanadu Patch 7 or later. * **Upgrade Considerations:** Customers upgrading to the Australia release who have not customized their existing landing page will be automatically upgraded. Those with customizations must manually accept the new landing page. ## Key Outcomes * Enhanced agent productivity through prioritized, filtered views of critical cases and tasks. * Improved visibility into agent and team performance metrics to support service quality management. * Flexible customization to tailor landing pages to organizational needs, ensuring relevancy and usability. * Streamlined upgrade path for customers moving to the Australia release, maintaining continuity and minimizing disruption. The CSM Landing Page provides users with lists of assigned cases and case tasks as well as agent, group, and organization metrics. Customer service agents and managers can use the CSM Landing Page to quickly scan and prioritize work, access records, and track performance. Administrators can customize landing pages in [UI Builder](https://www.servicenow.com/docs/access?context=using-ui-builder&version=australia&pubname=australia-application-development&ft:locale=en-US) to meet their unique business needs. The CSM Landing Page includes components that display case information, plus visualizations that further break down the component data. Each of the visualizations is connected to a data source. For example, the High priority cases component includes visualizations for P1 and escalated cases, plus cases that need attention. Note: To ensure the High priority cases component filters correctly, install the Customer Service Case Action Status (com.snc.csm_action_status) plugin. This plugin adds the missing action_status field, which isn't included with the CSM plugin by default. Also, ensure your instance is on Xanadu Patch 7 or later. The CSM Landing Page is available with the CSM Configurable Workspace (sn_csm_wrkspc) plugin. This landing page is the default landing page for CSM Configurable Workspace. Note: Upgrade customers who haven't customized the existing CSM Configurable Workspace landing page are automatically upgraded to the landing page available with the Australia release. Upgrade customers who have customized the existing CSM Configurable Workspace landing page must manually accept the Australia landing page. Figure 1. CSM Landing Page ## CSM Landing Page sections and components {#csm-ws-landing-page-original__section_gkp_snx_pnb} The CSM Landing Page includes different sections and components that display important items, record lists, and performance data.{#csm-ws-landing-page-original__table_j5g_b4d_gsb__entry__2} | Section | Description | |-|-| | Important Items | This section includes single score cards that display an agent's most important items to work on. * High priority cases: Includes P1 cases, escalated cases, and cases that need attention. * SLA breached or due today * Cases not updated in \>3d * Case tasks * Unassigned cases: Cases that are unassigned and belong to one of the agent's assignment groups. {#csm-ws-landing-page-original__ul_ozw_gpd_gsb}Selecting a score card displays a list of records with the appropriate filter conditions. | | Cases | This section includes two lists of records: * My active cases * My team's cases {#csm-ws-landing-page-original__ul_jbr_3qd_gsb}Selecting a case number opens a new tab and displays the case record. | | Performance | This section includes indicators that track the agent's performance. * Met SLA (last 7 days) * Reopened cases (last 30 days) {#csm-ws-landing-page-original__ul_x1g_hzh_hsb} The following indicators are available in the Performance section with activation of the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin: * CSAT: Customer satisfaction score based on cases assigned to the agent for the last 7 days. * Response time * Resolution time {#csm-ws-landing-page-original__ul_cfy_yqd_gsb}Select an indicator to display either a filtered list of records or a KPI details page. | [Table 1. CSM Landing Page and CSM Landing Page - Premium sections and components] {#csm-ws-landing-page-original__table_j5g_b4d_gsb} ## Create a landing page for CSM Configurable Workspace {#csm-ws-landing-page-original__section_n42_24x_pnb} Use UI Builder to create landing pages for your agents. For more information, see [Create a CSM Configurable Workspace landing page](https://www.servicenow.com/docs/UT~0l1BdnGlvfZeY10nuHQ "Create landing pages for different agents and teams by creating a page variant and adding or modifying containers and components."). ## Create multiple landing pages {#csm-ws-landing-page-original__section_opm_wzn_b3b} You can create multiple landing pages. However, only a single landing page is displayed for a user. The landing page that is displayed depends on the following settings: * The setting of the Active field. This field must be set to true for a landing page to be displayed. * The Order of the landing page. Pages with a lower-order value take precedence over pages with a higher-order value. The active page with the lowest order number is displayed. * If permissions are defined, users can see a landing page if they have the required role or are a member of the required assignment group. Multiple roles and assignment group conditions are treated as OR conditions. {#csm-ws-landing-page-original__ul_ybp_zzn_b3b}