Workspace experience

  • Release version: Australia
  • Updated April 28, 2026
  • 1 minute to read

    • The workspace experience applications give administrators and implementation partners the tools to shape how agents, technicians, and other CRM users interact with the platform. These applications are available as separate installs from the ServiceNow Store and work across Customer Service Management, Field Service Management, Sales CRM, and industry solutions.

    In this section

    Configurable Workspace
    Understand how CSM Configurable Workspace provides a unified, configurable environment for agents to manage cases, access customer information, and use resolution tools, all without leaving the workspace.
    Playbooks
    Understand how playbooks embed structured process guidance directly into the workspace, guiding agents and technicians through defined stages, activities, and guided decisions for each case or work type.
    Customer Central
    Understand how Customer Central provides a view of the customer's details and service history for different types of records in a configurable workspace, including including cases, interactions, accounts, contacts, and consumer records.
    Recommended Actions
    Understand how Recommended Actions displays relevant, actionable guidance to users directly within a configurable workspace, such as contextual actions, guided decisions, rule-based and AI-driven recommendations, and AI Search.