CSM Configurable Workspace overview

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of CSM Configurable Workspace Overview

    CSM Configurable Workspace is a tailored environment in ServiceNow designed specifically for customer service agents. It enhances user efficiency and aids in case resolution, leveraging UI Builder for configuration. The workspace consolidates tools and displays lists and forms familiar to agents within the Core UI, allowing for efficient case management and task orientation.

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    Key Features

    • Content Pages: Utilize various content pages to showcase list, table, and record information, including default CSM record pages.
    • UI Builder: Customize workspaces by creating pages and variants for different user roles, configuring layouts, containers, and components from the Next Experience library.
    • Information Viewing: Agents can access information through landing pages, dashboards, list pages, and record pages, facilitating quick navigation and prioritization.

    Key Outcomes

    By using CSM Configurable Workspace, agents gain a structured and focused work area that enhances their ability to manage multiple cases effectively. They can personalize their workspace experience, access essential metrics quickly, and optimize their performance through customizable dashboards and filtered lists.

    CSM Configurable Workspace is a ServiceNow workspace specifically designed for customer service agents. This workspace is designed to improve user efficiency and facilitate resolutions and can be configured using UI Builder.

    The configurable workspace UI 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.

    CSM Configurable Workspace and UI Builder

    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 are provided with the CSM Configurable Workspace application, such as the CSM default record page and the CSM Interaction record page.

    You can customize these content pages and create content pages for workspaces using UI Builder, 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, drawing from the library of reusable Next Experience components.
    • Customize components for page layouts, content, data visualization, messaging, and navigation.
    For more information about working with content pages and components, see the following topics:

    Viewing information in CSM Configurable Workspace

    Agents can view information in different ways in CSM Configurable Workspace including landing pages and dashboards, list pages, and record pages.

    Table 1. Viewing information in CSM Configurable Workspace
    Information Description
    Landing pages 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 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 A list displays records from a database table. 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.
    Record pages A record displays the information from one record in a database table. CSM Configurable 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.