--- 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 - Premium # CSM Landing Page - Premium {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 - Premium The CSM Landing Page - Premium is designed to help customer service agents and managers efficiently manage cases, case tasks, and performance metrics within ServiceNow Customer Service Management (CSM). It provides quick access to assigned work, prioritized case lists, and detailed agent, group, and organizational performance insights. Administrators can customize these landing pages using UI Builder to tailor them to specific business needs. Show full answer Show less ## Key Features * **Important Items Section:** Displays key scorecards highlighting high priority cases including P1, escalated, SLA-breached, overdue, and unassigned cases within an agent's assignment groups. Selecting a scorecard filters and lists relevant records for focused action. * **Cases Section:** Shows two record lists --- "My active cases" and "My team's cases" --- enabling agents to access case details quickly by opening them in new tabs. * **Performance Section:** Provides agent-level performance indicators such as SLA compliance, reopened cases, and with advanced plugins enabled, customer satisfaction scores (CSAT), response times, and resolution times. Clicking indicators reveals detailed KPI reports or filtered records. * **Organization's Performance Section:** Available in the Premium landing page with the Performance Analytics - Content Pack enabled, this section tracks organizational-level metrics like 7-day CSAT scores and daily new versus closed cases, with clickable KPI details. * **Customization and Multiple Landing Pages:** Administrators can create and manage multiple landing pages via UI Builder. Only one active landing page displays per user, determined by the active flag and order value, with visibility controlled by user roles and assignment group memberships. ## Key Outcomes * Enables agents and managers to prioritize and manage customer service cases efficiently by surfacing critical cases and tasks in an intuitive interface. * Improves tracking of individual and organizational performance through integrated analytics and visualizations, supporting data-driven decision-making. * Supports flexibility and customization for different business needs by allowing tailored landing pages via UI Builder and controlled access based on roles and groups. * Facilitates smooth upgrades with automatic adoption of the Australia release landing page for customers without previous customizations, while providing manual acceptance options for those with custom configurations. The CSM Landing Page - Premium 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 - Premium 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 - Premium includes components that display case information, plus visualizations that further break down the component data. For example, the High priority cases component includes visualizations for P1 and escalated cases, plus cases that need attention. It also includes additional indicators and visualizations in the Performance and Organization's Performance sections. Each of the visualizations is connected to a data source. The CSM Landing Page - Premium is available with the following plugins: * CSM Configurable Workspace (sn_csm_wrkspc) * Performance Analytics - Content Pack - Customer Service Management - Advanced (com.snc.pa.customer_service_advanced) {#csm-ws-landing-page-premium__ul_qx5_ls3_4xb} 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 - Assigned cases and case tasks Figure 2. CSM landing page - Performance metrics ## CSM Landing Page - Premium sections and components {#csm-ws-landing-page-premium__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-premium__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-premium__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-premium__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-premium__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-premium__ul_cfy_yqd_gsb}Select an indicator to display either a filtered list of records or a KPI details page. | | Organization's Performance | This section includes indicators that track the organization's performance. * CSAT: Customer satisfaction score for the last 7 days. * New vs closed cases: Daily aggregation of new and closed cases for the last 7 days. {#csm-ws-landing-page-premium__ul_yzz_gsd_gsb}Select an indicator to view a KPI details page. Note: This section is available for the CSM Landing Page - Premium, which requires activation of the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin. | [Table 1. CSM Landing Page and CSM Landing Page - Premium sections and components] {#csm-ws-landing-page-premium__table_j5g_b4d_gsb} ## Create a landing page for CSM Configurable Workspace {#csm-ws-landing-page-premium__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-premium__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 for you 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. * If permissions are defined, you can see a landing page if you 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-premium__ul_ybp_zzn_b3b}