--- sourceDocument: Australia Impact sourceDocumentLink: https://www.servicenow.com/docs/r/australia/impact Release : - australia ft:locale : - en-US ft:publication_title : - Australia Impact ft:clusterId : - ipact bundleId : - ipact --- # Jumpstart Your CSM Configurable Workspace # Jumpstart Your 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 Jumpstart Your CSM Configurable Workspace The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator is designed to help ServiceNow customers, particularly those on Impact packages, quickly understand and implement the CSM Configurable Workspace. It offers a comprehensive overview, a hands-on demonstration, and guidance on setup to illustrate the workspace's value. Additionally, it provides key resources and best practices to drive adoption and effective use. Show full answer Show less This Accelerator is available to customers with Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages. ## Key Features * **Session Preparation:** A Technical Accelerator Consultant provisions a temporary instance and activates necessary plugins. * **Customer Coaching Session #1 (up to 90 minutes):** Covers an overview of the CSM Configurable Workspace's history, design, features, and adoption benefits. Includes a practical demonstration of installation, updates, guided setup usage, agent experience walkthrough, feature highlights, and admin configuration guidance. Customers receive 30 days of access to the temporary instance for hands-on exploration. * **Customer Coaching Session #2 (optional, up to 60 minutes):** A Q\&A session available upon customer request to address further questions about the workspace. * **Customer Resource Engagement:** The Accelerator requires involvement from various customer roles such as Platform Owners, System Administrators, Process Owners, Contact Center/Service Desk Managers, Customer Service Agents, Developers, and Trusted Service Partners. Each role has specific responsibilities to ensure the successful adoption and governance of the CSM Configurable Workspace. ## Practical Considerations * Access to a temporary instance is provided for 30 days to enable real-world exploration and configuration. * Participation from key customer stakeholders is essential to align the workspace with business needs and ensure governance. * This Accelerator may not be available for certain restricted environments, self-hosted customers, or managed service providers with domain-separated instances. * ServiceNow resources provide guidance and coaching but do not implement recommendations directly on customer sub-production or production environments. The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator provides a demonstration of the possibilities and capabilities of the CSM Configurable Workspace. ## Accelerator overview {#csm-configurable-workspace__section_nv3_rvh_c5b} Jumpstart Your (CSM) Configurable Workspace helps Impact customers gain a deeper understanding of how to get started with CSM Configurable Workspace by providing a comprehensive overview and applied  demonstration. This Accelerator guides you through the setup process and clearly illustrates the value of the workspace. Additionally, key resources and leading practices are offered to enhance product adoption and usage. For additional information on the feature, see [CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=csm-workspaces-configure&version=australia&pubname=australia-customer-service-management&ft:locale=en-US). ## Package Availability {#csm-configurable-workspace__id_zrw_zgh_ljc} Note: This Accelerator is available for Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages. Offered pursuant to the applicable Impact Accelerator Description available at  ## What you get {#csm-configurable-workspace__section_vhc_tvh_c5b} Session preparation : The Technical Accelerator Consultant: * Provisions a temporary instance * Activates related plugins {#csm-configurable-workspace__ul_m3p_xvh_c5b} Customer coaching session #1 (up to 90 minutes) : Includes the following: * Overview of CSM Configurable Workspace: * History * Design reasoning * Features * Adoption benefits {#csm-configurable-workspace__ul_jyh_ccr_vcc} * Applied demonstration of CSM Configurable Workspace: * Installation and updates * How to use guided setup * Walk through of agent experience * Highlight of key features * Configuration guidance for admins {#csm-configurable-workspace__ul_pp1_pxf_5cc} * Key resources and guides on leading practices * 30 days access to the temporary instance is provided {#csm-configurable-workspace__ul_wjt_gwh_c5b} Customer coaching session #2 (optional upon customer request, up to 60 minutes) : Opportunity for Q\&A related to the CSM Configurable Workspace ## Requested customer resources {#csm-configurable-workspace__section_mbc_jxh_c5b} One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific. {#csm-configurable-workspace__table_wzw_lxh_c5b__entry__4} | Customer resource | Responsibilities | Required | Optional | |-|-|-|-| | Platform Owner | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. | ✓ | | | System Administrators | Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks R and features. | ✓ | | | Process owners | A senior leader within each business unit for each major process or service (e.g., customer service, incident) who is accountable for ensuring the process is fit for purpose. | ✓ | | | Contact center / Service Desk managers | Subject matter expert responsible for managing Contact Center or Service Desk, agent productivity and customer experience. | | ✓ | | Other customer roles | Primary stakeholders responsible for agent experience and engagement, including Customer Service Agents, team leaders and User Experience champions. | | ✓ | | Developers | Makes changes within the ServiceNow platform to meet process requirements | | ✓ | | Trusted Service Partners | Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. | | ✓ | [Table 1. Customer resource and responsibilities] {#csm-configurable-workspace__table_wzw_lxh_c5b} ## Requested information / access {#csm-configurable-workspace__id_lxt_2yf_5cc} Refer to the applicable Impact Accelerator description available at ## Exclusions {#csm-configurable-workspace__id_zst_3yf_5cc} This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers with domain separated instances. ServiceNow resources are not responsible for implementing recommendations on customer's sub-production or production instances.