Agent experience

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Agent Experience

    The Agent Experience within the Customer Service Management (CSM) application empowers agents to provide exceptional customer service through various interaction channels. This includes phone, chat, messaging, and web forms, enabling efficient case resolution and management.

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    Key Features

    • CSM Configurable Workspace: A unified desktop interface that allows agents to manage multiple cases simultaneously, with ongoing visibility into issue statuses. It features compact and dark modes to enhance productivity.
    • Advanced Work Assignment: Automates the assignment of work items to agents based on predefined criteria like availability, skills, and work history, streamlining case management.
    • Customer Central: Offers a comprehensive view of customer interactions, combining historical data and live interactions. It can be customized to display vital customer metrics, such as health scores and churn risk.
    • Agent Assist: Provides agents with quick access to potential solutions from past cases and knowledge base articles, facilitating faster case handling.
    • Playbooks: Guides agents through specific case types with detailed workflows, helping them visualize and manage case lifecycles effectively.
    • Mobile Application: Enables agents to manage cases on the go, ensuring they can stay connected and complete tasks in real time from any location.

    Key Outcomes

    By utilizing these features, ServiceNow customers can expect improved agent efficiency and productivity, enhanced customer interactions, and streamlined case resolution processes. This ultimately leads to higher customer satisfaction and operational effectiveness.

    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.

    CSM Configurable Workspace

    Your agents have one desktop for any interaction–phone, chat, messaging, web forms, etc. Multiple tabs allow 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 CSM Configurable Workspace, see Explore CSM Configurable Workspace.

    Advanced Work Assignment

    Define criteria and routing conditions to automatically assign work 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 Advanced Work Assignment service channel for assigning case tasks.

    Customer Central

    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) as well as 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.

    Agent Assist

    With agent assist, your agents can handle cases in the workspace, perform an automatic search that shows possible solutions in other cases, knowledge base articles, and additional information sources.

    Playbooks

    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 and the activities that need to be completed to resolve cases of this type are 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.

    Mobile

    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.