CSM Configurable Workspace page templates

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

    The CSM Configurable Workspace page templates serve as blueprints for creating new record pages or page variants in UI Builder. These templates include various components, data resources, extension points, and layouts that can be customized to fit specific needs, enhancing user experience in case and interaction management.

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    Key Features

    • CSM Default Record Template: This template includes case management functionalities, allowing agents to create, monitor, and resolve cases. Ideal for customizing CSM case management features.
    • CSM Interaction Record Template: Focuses on interaction management, enabling agents to manage live chats, calls, and SMS messages. Suitable for enhancing interaction management capabilities.
    • Front-line Case Page Template: Provides a simplified case view for front-line agents, reducing navigation and improving efficiency in resolving straightforward cases.
    • CSM Voice Interaction Record Template: Allows customization for managing phone interactions, supporting various CCaaS providers and offering real-time updates for agent efficiency.
    • CSM Centered Chat Interaction Record Template: Centers the chat component in the workspace, facilitating better access to customer chat histories and interaction details for issue resolution.

    Key Outcomes

    By utilizing these templates, ServiceNow customers can create tailored record pages that streamline case and interaction management processes. The inclusion of the record presence feature in certain templates enhances collaboration by allowing users to see who is viewing a record in real-time, further improving operational efficiency.

    A page template is a blueprint of a record page that you can use to create a new page or page variant in UI Builder.

    A page template can include components, data resources, extension points, and a layout. When you create a page or a page variant from a page template, you start from a base structure that you can customize to meet your needs.

    You can select one of the CSM Configurable Workspace templates when creating a new page or a new page variant in UI Builder.

    Table 1. CSM Configurable Workspace record page templates
    Template Description
    CSM default record The CSM default record template includes CSM case management features and functionality and enables agents to create, monitor, and resolve cases. Use this template if you want to customize and extend CSM functionality around case management.
    CSM Interaction record The CSM Interaction record template includes the CSM interaction management features and functionality. This view enables agents to accept and respond to live chats, calls, and SMS messages. Use this template if you want to customize and extend CSM functionality around interaction management.
    Front-line case page The Front-line case page template gives front-line agents a dramatically simplified case view that uses less navigation and is designed for speed. In one page view, they can look up and verify customers, scan a streamlined activity feed, and view related information. Faster context gathering can help them close cases that require simple solutions efficiently.
    CSM voice interaction record The CSM voice interaction record template enables customers to create voice interaction record page variants and customize them as needed. This template includes customizable views for different CCaaS providers as well as real-time updates and notifications.

    Record pages and page variants created with this template enable agents to manage phone calls with customers and external users and to display information that helps agents to resolve issues. Use this template to customize and extend CSM functionality around phone interaction management. Additionally, you can configure a CCaaS provider to integrate features such as call transcript.
    CSM centered chat interaction record page The CSM centered chat interaction record template brings the chat component to the center of the workspace and give agents greater visibility and access to customer chat conversations. This page view enables agents to manage chats and displays information, such as customer history and interaction details, that help agents to resolve issues.

    For more information, see Create a page from a template in the UI Builder documentation.

    Record presence feature

    Pages that you create from the CSM record page template and the CSM Interaction record page templates have the record presence feature available. This feature lets you see the users who are currently viewing a record. For more information, see User presence component.