CSM Configurable Workspace list views
Summarize
Summary of CSM Configurable Workspace list views
The CSM Configurable Workspace list views offer ServiceNow agents filtered, customizable lists of cases, interactions, accounts, contacts, and other records. These lists are presented in a consolidated, intuitive interface that reduces the need for multiple tabs, enabling agents to manage and resolve issues efficiently within a single workspace.
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Each list consists of rows representing records and columns representing fields from those records, displayed in a tabular format. The workspace integrates Core UI lists and forms, facilitating multitasking, faster resolution through machine learning suggestions, notifications of major incidents, and real-time updates via activity feeds and analytics.
Key Features
- List Pages: Built using the List page template in UI Builder, they include components like the Record List component bundle and the List menu component for displaying and managing lists.
- Record List Component Bundle: Contains the Record List Header (shows contextual list info) and Presentational List (displays records in a table). Admins configure this bundle via UI Builder.
- List Menu Component: Displays all available default and saved lists for a selected data source, enabling quick access to relevant records and personalized workflow lists. Admins configure this component separately in UI Builder.
- Predicate Builder: Allows agents to filter which records appear in a list by setting conditions directly from the list header. This component is also admin-configured in UI Builder.
- Multi-Tab List Access: Agents can open multiple lists in separate workspace tabs using keyboard shortcuts or context menu options, facilitating easy switching between different filtered views without losing context.
Practical Benefits for ServiceNow Customers
- Improved agent productivity through consolidated views, reducing time spent switching between tabs.
- Enhanced case management with customizable and saved lists tailored to individual workflows.
- Faster issue resolution supported by machine learning insights and proactive incident notifications.
- Greater flexibility in managing multiple lists concurrently within a single workspace environment.
Next Steps
Administrators can configure list pages, the Record List component bundle, List menu component, and Predicate Builder using UI Builder to tailor the workspace experience to their organization’s needs. Agents can leverage the multi-tab features for efficient case handling.
For detailed guidance on administering and using lists, refer to the Configurable Workspace UI documentation sections on administering lists and using lists.
The CSM Configurable Workspace list views provide filtered lists of cases, interactions, and other records such as accounts and contacts. Agents can also create and save their own lists.
A list displays records from a database table. Each list includes rows and columns of data. Each row is a record in a table and each column is a field from the record. CSM Configurable Workspace uses list pages to display list information such as cases and case tasks. These pages are designed to help agents navigate, filter, and manage records.
- Work on multiple issues concurrently in an intuitive layout, reducing context and tab switching.
- Resolve issues faster with automated suggestions powered by machine learning.
- Get notified of potential major incidents based on issue frequency and impact.
- Keep informed of updates and surface important insights with a live activity feed and analytics.
List pages in CSM Configurable Workspace
List pages for CSM Configurable Workspace are created with the List page template in UI Builder. The List page template includes the Record List component bundle and List menu component.
Record List component bundle
- Record List Header: Shows contextual information about the list.
- Presentational List: Displays the list of records from any data source in a tabular format.
The Record List component bundle is configured by admins in UI Builder. For more information, see Record list UIB Setup.
List menu component
The List menu component displays all available and saved lists for the selected source. It's not included in the Record List component bundle itself but exists within a list page.
- Default lists: This tab displays all available lists based on the selected source. These lists gives agents quick access to relevant records.
- My lists: This tab enables agents to access their saved lists that help streamline repeat workflows and create their own lists from an existing list or by selecting a new source.
The List menu component is configured by admins in UI Builder. For information on List menu component configurations, see List menu UIB Setup.
Predicate Builder
The Predicate Builder component enables agents to set conditions from the list header to filter which records appear in a list.
The Predicate Builder is configured by admins in UI Builder. For more information, see Predicate Builder UIB Setup.
Open multiple lists in workspace tabs
Agents can open a list in a new workspace primary tab from the list menu by using Cmd/Ctrl + click, or by selecting Open in new session tab from the list menu or right-click context menu.
For example, an agent may have the Open Cases list open and receive a link to a filtered list for an escalated customer. The agent can open the filtered list in a separate tab and switch between both lists without losing their place. The tab label displays the list name for easy identification.