--- 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 --- # CRM Workspace overview # CRM Workspace overview {#ariaid-title1} Release version: Brazil Updated October 22, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read CRM Workspace is a ServiceNow workspace specifically designed for customer service agents. This workspace helps agents manage cases and can be configured using UI Builder. The [configurable workspace UI](https://www.servicenow.com/docs/access?context=learn-about-agent-workspace&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US) provides a suite of tools in a single focused work area. It displays the lists and forms that agents are used to working in within the Core UI. It also includes features that enable agents to be more efficient, manage multiple cases, and quickly orient themselves to the current task. ## CRM Workspace and UI Builder {#csm-config-workspace-overview__section_zr5_jgp_pjv} ServiceNow configurable workspaces use content pages to display list, table, and record information. These pages contain layouts and components that provide building blocks for creating user interfaces. Some [record pages](https://www.servicenow.com/docs/PqjAPUm~IxWPPJIJfiEp0g "A record page provides the base structure for how a record is displayed in CRM Workspace. This includes records such as cases, tasks, and interactions.") are provided with the CRM Workspace application, such as the [CSM default record page](https://www.servicenow.com/docs/XGa2qs_lDujvK8WJsl2msw "The CSM default record page provides case management features and functionality and enables agents to create, monitor, and resolve cases.") and the [CSM Interaction record page](https://www.servicenow.com/docs/iEdBl9wpGrw~2iHE95xhsg "The CSM Interaction record page provides CSM interaction management features and functionality and enables agents to accept and respond to live chats, calls, email and SMS messages."). You can customize these content pages and create content pages for workspaces using [UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=brazil&pubname=brazil-application-development&ft:locale=en-US), a web user interface builder. With UI Builder, you can: * Create pages and page variants, tailoring workspace pages for multiple user roles. * Configure page layouts, containers, and components, using the library of reusable Next Experience components. * Customize components for page layouts, content, data visualization, messaging, and navigation. {#csm-config-workspace-overview__ul_rcn_hhk_wrb} For more information about working with content pages and components, see the following topics: * [CRM Workspace record pages](https://www.servicenow.com/docs/PqjAPUm~IxWPPJIJfiEp0g "A record page provides the base structure for how a record is displayed in CRM Workspace. This includes records such as cases, tasks, and interactions.") * [Creating pages and page variants](https://www.servicenow.com/docs/h0DH10mTI10JE42k9SHEvA "You can create new pages or customize existing pages in UI Builder to display table and record information in CRM Workspace.") * [Creating configurable workspace experiences and pages](https://www.servicenow.com/docs/access?context=c_set-up-configurable-workspace&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US) * [Work with components](https://www.servicenow.com/docs/access?context=work-components&version=brazil&pubname=brazil-application-development&ft:locale=en-US) * [Next Experience Components documentation](https://developer.servicenow.com/dev.do#!/reference/next-experience/components?&query=&order_by=nameAsc&limit=120&offset=0&categories[]=uib_component&categories[]=uib_macroponent-component&categories[]=uib_facades) {#csm-config-workspace-overview__ul_iyg_gcq_1bc} ## Viewing information in CRM Workspace {#csm-config-workspace-overview__section_zc3_bb3_zgc} Agents can view information in different ways in CRM Workspace including landing pages and dashboards, list pages, and record pages. {#csm-config-workspace-overview__table_i3n_qbj_zgc__entry__2} | Information | Description | |-|-| | [Landing pages](https://www.servicenow.com/docs/JeCOVXxrEzgk1OBF3gs7vQ "A landing page is an initial view of your workspace. Landing pages present content tailored to users' assigned roles and provide the information needed to get started with their work.") | Landing pages provide agents with a starting point to get into their work. These pages can include filtered lists such as assigned cases and case tasks, key performance indicators (KPIs), and other metrics. Agents can quickly scan the information presented on a landing page and prioritize cases and case tasks, access records, and track their performance. | | [Dashboards](https://www.servicenow.com/docs/0YEcktIBP0Kze~EuHiypqw "Enable your users to display, customize, and share dashboards in CRM Workspace and use these dashboards as landing pages.") | Dashboards provide an overview of information such as filtered lists, reports, and performance analytics. Dashboards are flexible and easily customizable so agents can display the information they need. | | [List pages](https://www.servicenow.com/docs/AD0FZW95NRBTHKjdiSCh4w "List pages in CRM Workspace provide agents with filtered lists of cases, interactions, and other records including accounts and contacts. Agents can use lists to search for records, sort and group records, and select records to view information.") | A list displays records from a database table. CRM Workspace uses list pages to display list information such as cases and case tasks. These pages help agents navigate, filter, and manage records. | | [Record pages](https://www.servicenow.com/docs/PqjAPUm~IxWPPJIJfiEp0g "A record page provides the base structure for how a record is displayed in CRM Workspace. This includes records such as cases, tasks, and interactions.") | A record displays the information from one record in a database table. CRM Workspace uses record pages to provide the base structure for how that information is displayed. Record pages include elements such as layouts, containers, and components to display record information. | [Table 1. Information view types in CRM Workspace] {#csm-config-workspace-overview__table_i3n_qbj_zgc}