---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Agent experience

# Agent experience {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with Customer Service Management application.

## CRM Workspace {#agent-exp__section_ut1_mm5_2yb}

Your agents have one desktop for any interaction, including phone, chat, messaging, web forms, and more. Multiple tabs enable agents to efficiently manage several cases at once. Agents have ongoing visibility into the status of
issues assigned to middle and back-office teams for resolution. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their
experience and productivity.

To learn more about the workspace, see [CRM Workspace](https://www.servicenow.com/docs/3WM3lDvmsuhNhvfj1Pku3g "CRM Workspace is a user interface that provides customer service agents with the tools they need to assist customers, answer questions, and resolve issues quickly and efficiently.").

## Advanced Work Assignment {#agent-exp__section_kcc_ym5_2yb}

Define criteria and routing conditions to automatically assign work items to agents. Assign these items, such as chats or cases, to agents based on their availability, capacity, skills, work history, related tasks, or account
team.

To learn more about Advanced Work Assignment, see [Set up an AWA service channel for assigning case tasks](https://www.servicenow.com/docs/VuhDMp57Fw7oOQiwWXIQ7A "Set up an Advanced Work Assignment (AWA) service channel that you can use to assign case tasks to available users.").

## Customer Central {#agent-exp__section_a3p_3n5_2yb}

Your agents get a ready-to use centralized view of customer-specific information. Customer Central combines historical activity from self-service (such as knowledge base article views and Virtual Agent interactions) and live
interactions (such as chat and SMS). It can be further customized to incorporate data from different sources and use custom components to include customer health scores, churn risk, recent transactions, etc.

To learn more about Customer Central, see [Customer Central](https://www.servicenow.com/docs/0JB59dNqutc4Xs9vA6XFqQ "Customer Central provides customer service agents with all the information about the customer in one central place. It enables them to quickly zoom in on the customer issues and provide efficient and supportive service to their customers.").

## Agent Assist {#agent-exp__section_qth_wn5_2yb}

With agent assist, your agents can handle cases in the workspace and perform an automatic search that shows possible solutions in the following areas:

* Other cases
* Knowledge base articles
* Additional information sources

## Playbooks {#agent-exp__section_py1_lby_tvb}

Your agents can use playbooks to provide your customers with the step-by-step guidance that they need for resolving specific types of customer service cases. For example, your agents can use these playbooks to help your
customers resolve onboarding, complaint, and product support issues.

A playbook enables your agents to manage the life cycle of a case. The workflows that are associated with a specific type of case are detailed in the playbook. The activities that need to be completed to resolve cases of this
type are also detailed in the playbook. Playbooks also help your agents to visualize the entire life cycle of a workflow.

To learn more about playbooks, see [Playbooks for Customer Service Management](https://www.servicenow.com/docs/VrDZAJeQw4g0RNqRvSkphA "The capabilities provided by playbooks enable agents to quickly resolve customer issues. These capabilities work together to provide agents with a better overall experience when using playbooks to resolve customer issues.").

## Mobile {#agent-exp__section_bdp_mby_tvb}

Your agents can manage their customer service cases from a mobile device with the Customer Service Management mobile application. Your agents can stay connected and access information in real time to complete their tasks quickly.

Both your customer service agents and managers can use the Customer Service Management mobile application to review the case details quickly so that they can complete their case tasks. By using a mobile phone with the Customer Service Management application, your agents and customer service managers can perform routine actions and approvals anytime and from anywhere.

To learn more about the Customer Service Management mobile application, see [Mobile experience for Customer Service Management](https://www.servicenow.com/docs/nDtibs6bI6NizdsOX7FIsw "Manage customer service cases from a mobile device with the Customer Service Management mobile application. Stay connected and access information in real time to complete tasks quickly.").