Set up additional CSM workspace features

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • You can set up additional features for use in CSM workspaces. These features typically require plugin activation and some configuration.

    You can set up the following features for use in CSM workspaces.

    Table 1. CSM workspace features
    Feature Description
    Customer Central Customer Central provides customer service agents with all the information about the customer in one central place.
    • The Customer Information view displays key information about the customer.
    • The Customer History view displays recent customer touch points in an activity feed.

    Use Customer Service guided setup to Configure Customer Central.
    Customer Service Case Types Configure case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue, such as a lost or missing credit card.

    Use Customer Service guided setup to Configure customer service case types.
    Proactive Customer Service Operations Use this feature to track the digital services used by your customers and to proactively create cases for service disruptions.

    Use Customer Service guided setup to Configure Proactive Customer Service Operations.
    Playbooks for Customer Service Management Playbooks provide step-by-step guidance for completing the tasks needed to resolve specific types of customer service cases.
    The following playbooks are available for Customer Service Management from the ServiceNow Store:
    • Case Playbook for Onboarding
    • Case Playbook for Complaints
    • Case Playbook for Product Support
    Guided decisions Resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process.

    For details, see Configuring Guided Decisions.
    Lookup and verify This feature enables customer service agents to quickly look up contacts or consumers using information such as the name, phone number, or record number.
    Estimated time to resolve a case Use machine learning to predict the estimated time to resolve a case (ETTR) based on case attributes such as the short description, category, priority, and assignment group.

    For details, see Configure estimated time to resolve a case.