Configurable workspace

  • Release version: Australia
  • Updated April 28, 2026
  • 4 minutes to read
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    Summary of Configurable workspace

    Configurable workspace is a flexible, role-based user interface within ServiceNow designed to support agents, fulfillers, and technicians across Sales CRM, Customer Service Management (CSM), Field Service Management (FSM), and industry-specific solutions. It consolidates tools and information—such as customer details, case history, SLA status, and communication channels—into a single interface to streamline workflows and improve user efficiency. Workspaces and their components are configured in UI Builder, enabling tailored layouts and functionality for different roles, case types, and product lines.

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    Built on a shared component registry, configurable workspace allows capabilities to be reused across CRM product contexts, serving as the primary interface for various operational roles across the ServiceNow platform.

    Key Features

    • Role-Based Layouts and Components: Customizable pages including landing pages, dashboards, record pages, and components like Customer 360 and playbooks, tailored to user roles and workflows.
    • Cross-Product Consistency: Shared components and configuration frameworks across Sales CRM, CSM, FSM, and industry solutions enable unified administration and consistent user experiences.
    • UI Builder Configuration: Administrators and implementation partners can independently create and modify record pages and components per case type, role, or product line without impacting existing configurations.
    • Industry-Specific Solutions: Preconfigured workspaces for telecommunications, financial services, manufacturing, and other industries offer ready-to-use layouts and workflows that can be customized as requirements evolve.
    • Communication Channel Support: Workspace record pages can be tailored by communication channel (chat, voice, email) to optimize agent interactions and response times.
    • Mobile Optimization: Field service technicians benefit from mobile-optimized workspaces that include relevant work order details, customer history, and parts availability.

    Practical Applications

    • Customer Service: Separate workspace configurations for different communication channels improve agent efficiency and customer engagement by automatically displaying channel-specific interfaces and components.
    • Field Service: Telecom dispatchers and technicians use distinct but consistently managed workspaces for queue management and mobile field operations, all maintained within the same UI Builder environment.
    • Financial Services: Banks configure unique record pages and playbooks for various case types like mortgage complaints and fraud disputes, supporting specialized workflows and routing without disrupting other configurations.
    • Manufacturing: After-sales service teams leverage preconfigured industry workspaces, customizing components such as warranty status and installed product records to enhance service operations and escalation procedures.

    Benefits for ServiceNow Customers

    • Improved Efficiency: Agents, fulfillers, and technicians access comprehensive, contextual information and tools in one interface, reducing time spent on navigation and data gathering.
    • Customizable and Scalable: UI Builder enables flexible configuration to reflect unique organizational workflows and roles, supporting growth and changing business needs.
    • Unified Administration: Single-tool management of workspace configurations across multiple products and roles minimizes complexity and administrative overhead.
    • Enhanced User Experience: Role and channel-specific layouts and components ensure users see the most relevant information and guidance for their tasks, leading to faster resolutions and better customer service.

    Configurable workspace is a user interface that provides users with the tools and information they need to assist customers. Workspaces use role-based layouts, components, and communication channels to support agent, fulfiller, and technician workflows across Sales CRM, CSM, FSM, and industry solutions.

    Configurable workspace overview

    Configurable workspace is a flexible interface that displays tools and information for the tasks that a user needs to accomplish. The pages that appear in a workspace, such as landing pages, dashboards, and record pages, and the components that appear on a page, including record details, contextual side panel, and playbooks, are configured in UI Builder to support the user roles and the workflows of each organization.
    Figure 1. CSM Configurable Workspace
    CSM Configurable Workspace interface provides information such as record details, the activity stream, and tools in the contextual side panel such as recommended actions and templates.

    Configurable workspace is built on a shared component registry, which means that capabilities configured for one product context can be made available in others across the CRM suite. Configurable workspace serves as the primary interface for agents, fulfillers, and technicians in Sales CRM, CSM, FSM, and industry solutions built on the ServiceNow platform.

    Configurable workspace benefits

    Configurable workspace provides benefits to internal users across an organization.
    • For agents, fulfillers, and technicians: Record pages in a configurable workspace can reduce the time agents, fulfillers, and technicians spend to understand record context and locate information. Customer details, case or work order history, SLA status, communication tools, and resolution guidance are available in a single interface without having to switch screens. The workspace configuration directly shapes what these users see and how efficiently they can respond.
    • For administrators and implementation partners: Configurable workspace provides configuration options based on unique workflows and user tasks. Case types, roles, and product lines can have independent record pages with their own layouts and components, all managed within UI Builder. New record pages can be created from templates or existing pages and configured independently without modifying existing configurations.

    Products and contexts

    Each product within the CRM portfolio uses configurable workspace as the foundation for its primary work interface.
    Sales CRM
    Sales CRM users use configurable workspace to manage leads, opportunities, quotes, and orders across the sales cycle. Administrators can configure workspace record pages by roles such as sales rep, sales ops, fulfiller, or support agent to surface the objects and actions most relevant to each persona. Components such as Customer 360, which surfaces account details, open quotes, order history, contracts, install-base items, and entitlements, gives users full visibility into the customer relationship at every stage, from pre-sale through fulfillment.
    CSM
    Customer service agents use configurable workspace to manage cases, customer interactions, and service operations. Administrators can configure workspace record pages by case type, role, and communication channel to reflect the organization's service model. Components such as Customer 360, which surfaces customer account details, case history, and installed products, can be added to record pages where the underlying customer data supports it.
    FSM
    Configurable workspace serves both dispatchers managing work order queues and field service technicians working from mobile devices. Both experiences are configured in UI Builder using the same framework as CSM, which means administrators managing both CSM and FSM configurations work within a consistent toolset.
    Industry solutions
    Telecommunications, financial services, and manufacturing solutions include preconfigured workspace page layouts, components, and playbooks tailored to the workflows common in those industries. Organizations can deploy these preconfigured experiences as a starting point and modify them in UI Builder as requirements evolve.

    Use cases

    Customer service: communication channel interactions

    A customer service organization creates separate workspace record pages for agents handling interactions from different communication channels, including chat, voice, and email. Each record page uses a layout designed for efficient customer communication. For example, chat interactions put the chat component in the center of the workspace and display the chat history alongside. Voice interactions include a voice component that can be integrated with Contact Center as a Service (CCaaS) providers.

    When customer service agents field interactions with customers, the workspace automatically displays the right record page for the channel type so agents can engage with customers, gather information, and reach resolutions faster.

    Field service: telecommunications

    A telecom provider uses configurable workspace to support both a central dispatch team and field technicians. Dispatchers see a landing page oriented around work order queues and SLA exposure. Technicians see a mobile-optimized workspace with work order details, customer history, and parts availability.

    Both experiences are configured and maintained within the same UI Builder application, which enables a single administrator to manage workspace configurations for both teams without context-switching between different tools or frameworks.

    Financial services: consumer banking

    A retail bank configures separate workspace layouts for agents handling current accounts, mortgages, and credit card cases. Each case type has its own record page, components, and contextual side panel configuration. The mortgage complaint case type includes a playbook that guides agents through the bank's complaint handling process, components that surface escalation status and active SLA, and a Customer 360 panel showing the customer's account and interaction history.

    When the bank adds a fraud disputes team, the implementation partner configures a new record page for the case type, with its own playbook, routing rules, and landing page, without modifying existing configurations for other product lines. Advanced Work Assignment routes incoming fraud cases to agents with the appropriate skill designation.

    Manufacturing: after-sales service
    A manufacturer uses an industry solution workspace preconfigured for after-sales service operations. The implementation team deploys the preconfigured layouts for the case management and field dispatch teams, then modifies the ribbon component configuration for the field team to surface installed product records and warranty status relevant to their work. The preconfigured playbooks are retained for standard warranty cases and extended for the manufacturer's escalation workflows using UI Builder.

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