---
sourceDocument: Australia Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-relationship-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Relationship Management

ft:clusterId :

    - crm

bundleId :

    - crm

workflow :

    - CRMI


---

# Workspace experience

# Workspace experience {#ariaid-title1}

* Release version: Australia
* 
* Updated April 28, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 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 {#crm-workspace-experience__section_z3k_yng_y3c}

[Configurable Workspace](https://www.servicenow.com/docs/qRplAkr_P2MS0FOMq_Ljog "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.")
:   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](https://www.servicenow.com/docs/MZV35jhXv3TLsmGFEArwqw "Playbooks are structured workflows that guide users, agents, and technicians step-by-step through the activities required to complete a business process. They are available as discrete applications for Sales CRM, Customer Service Management (CSM), Field Service Management (FSM), and individual industry solutions, and are installed separately from the core CRM products.")
:   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](https://www.servicenow.com/docs/lvVOkPOYE1Qn5RUkFaKyKw "Customer Central gives users a view of a customer's details and recent service history within a configurable workspace.")
:   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](https://www.servicenow.com/docs/9kudDv6_6ACN5~ub_c7Y4w "Recommended Actions is a context-aware recommendation framework that displays relevant, actionable guidance to users directly within workspaces based on the context of the record they are working on. It acts as a one‑stop experience that combines contextual actions, guided decisions, rule-based and AI-driven recommendations, and AI Search to help users resolve issues faster and more consistently across workflows.")
:   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.