---
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


---

# Set up CRM Workspace

# Set up CRM Workspace {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 8 minutes to read  
Set up and configure CRM Workspace for your agents so they can engage with customers, answer questions, create cases, and resolve issues.

The CRM Workspace setup and configuration topics include information about the workspace's core capabilities, configuration options, and details for tailoring the experience to meet your specific business
requirements.

## Prerequisite information {#csm-config-workspace-set-up__config-ws-setup-prereqs}

Before setting up and configuring CRM Workspace, complete the following setup tasks:

* [Set up your environment](https://www.servicenow.com/docs/Y2GNKHJOGwgYceTUY0YLJQ "Begin your customer journey by preparing your Customer Service Management environment with data models, customer data, product data, user management, and case management tools to go live."): Set up your foundation data and access management, including customer data, product data, and user roles.
* [Enable your communication channels](https://www.servicenow.com/docs/eXj26Mi3T_vK1n2qqy5bdA "Set up multiple communication channels so that customers can contact you through their preferred methods."): Set up your communication channels, such as chat, email, and phone, so customers can contact you through their preferred methods.
* [Set up case routing and work assignment](https://www.servicenow.com/docs/6JFNNhw~b3W~8_0HF6sawA "Set up Advanced Work Assignment (AWA) to automatically route cases to the appropriate customer service agents in CRM Workspace."): If cases should be automatically assigned to agents or groups, set up Advanced Work Assignment (AWA). You can use this application to route cases to the appropriate agents.
* [Familiarize yourself with UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=brazil&pubname=brazil-application-development&ft:locale=en-US): This tool is a web user interface builder that you use to create or customize pages for workspace experiences.
* Ensure that you have valid CSM licenses and user roles in place.

## Activating CRM Workspace {#csm-config-workspace-set-up__section_s45_w2z_cjb}

Activating the Case Management Core plugin (com.sn_customerservice) provides the CRM Workspace functionality. To activate this plugin:

1. Navigate to AllSystem ApplicationsAll Available ApplicationsAll.
2. Search for the plugin by name (Case Management Core) or plugin ID (com.sn_customerservice).
3. Select the plugin card and then select Install to begin the installation process.

   The system displays a message when the installation is complete. For more information about the
   components installed with the Customer Service plugin, see [Find components installed with an application](https://www.servicenow.com/docs/access?context=find-components&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US).

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Note:  
When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise, the following error appears:

Application installation is unavailable because another operation is running: Plugin Activation for \<plugin name\>.

## Accessing CRM Workspace {#csm-config-workspace-set-up__section_ht5_rvh_3jc}

Navigate to the CRM Workspace in one of the following ways:

* Navigate to AllWorkspace ExperienceWorkspaces and then select CRM Workspace.
* Select Workspaces and then select CRM Workspace.
* Select Favorites and then select CRM Workspace (after creating a favorite by selecting the star next to the workspace name in the workspace header).
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## Configuration tasks {#csm-config-workspace-set-up__section_dtn_clk_ljc}

This section describes how you can configure the baseline CRM Workspace to meet your unique needs.

1. Configure branding and theming.Themes enable you to tailor the visual workspace experience for your users. Use the [Theme Builder](https://www.servicenow.com/docs/access?context=configuring-next-experience-with-theme-builder&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US) application to create themes that reflect your company's brand.

   You can configure and publish multiple themes and designate a default theme.
   Agents can choose their preferred theme from the available options.

   The following video demonstrates how you can create and manage your themes using Theme Builder.
2. Configure the landing page.The landing page is the initial view that an agent sees when they open their workspace. You can modify the baseline landing page as needed to enhance usability for your
   agents.

   For more information, see [Create a CRM Workspace landing page](https://www.servicenow.com/docs/ScCuQyszoglGfHysZDjZxw "Create landing pages for different agents and teams by creating a page variant and adding or modifying containers and components.").
3. [Configure the new record action](https://www.servicenow.com/docs/eR956TMFBXtMcxBkzD7EWg "The new record action at the main tab level in CRM Workspace enables agents to quickly create records.").  
   The new record action (the + button on the tab) enables agents to quickly create records.  
   Note:  
   The action to create an interaction record is available by default.
4. [Configure service catalogs](https://www.servicenow.com/docs/W9pGOOuNA60L~lu2HLUseg "Service catalogs enable agents to submit requests on behalf of customers directly from within CRM Workspace.").

   Service catalogs enable agents to submit requests on behalf of customers directly from within CRM Workspace.
5. [Configure lists](https://www.servicenow.com/docs/HgoztEwOrcVCGS_io11Guw "List categories and lists enable agents and managers to quickly find records. Configure a list to display the right information for your intended audience.").

   List categories and lists enable agents and managers to quickly find records. You can modify the baseline workspace list categories and
   lists to better suit the needs of your agents or you can create your own.
6. Configure record pages.A record page provides the base structure for displaying records in CRM Workspace. Record pages include containers, components, and layouts to display record information. Several record pages are available in the baseline
   implementation. You can use these pages as is or customize as needed,

   For more information, see the following topics:
   * [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.")
   * [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.")
   {#csm-config-workspace-set-up__ul_hdc_1mq_njc}
7. [Configure form headers](https://www.servicenow.com/docs/L07cK1e3j4xqcmm1Dz_q9g "You can create a form header for use in CRM Workspace.").

   Form headers in CRM Workspace provide a quick glance of case, account, or contact information. You can configure the primary and secondary values that appear in the form
   header.
8. [Configure UI actions on forms](https://www.servicenow.com/docs/CbDsU~G6vnbPUzA8F6tXXA "Create a form action that links to a UI action so that you can use the UI action in CRM Workspace.").

   Form actions enable users to perform common tasks directly from the form. Custom form actions can be configured as
   needed. For example, use form actions to update record fields, navigate to related records, or trigger other operations.
9. [Configure the form ribbon and components](https://www.servicenow.com/docs/qJvD2OaThQvFqDGu68wbLw "Create a ribbon setting and add that setting to a ribbon configuration for CRM Workspace.").

   The form ribbon displays information that provides agents with a quick overview of the case details. For
   example, the form ribbon can include summary information about the contact or consumer, the case timeline, and SLA details.
10. [Configure the form layout](https://www.servicenow.com/docs/C~nejpRtPJOJNCkLzuupFQ "Configure the layout of a record form as needed. For example, add or remove fields that appear on the form, determine field visibility, or add new sections to the form.").

    You can configure the layout of a record form as needed. For example, you can add or remove fields that appear on the
    form, determine field visibility, or add new sections to the form.
11. [Configure tabs in the contextual side panel](https://www.servicenow.com/docs/gk2ag_rMNgfd41lWT~rU6w "The contextual side panel in CRM Workspace includes different tools that agents can use to research and resolve customer issues. You can add, rearrange, or hide tabs as well as set default values.").

    The contextual side panel includes different tools that agents can use to research and resolve customer
    issues. You can add, rearrange, or hide tabs as well as set default values. You can also [hide tabs in the contextual side panel](https://www.servicenow.com/docs/VdnPKRUcP2skRRfHPwO0FA "Use the inlineTabExclusion UX page property to prevent tabs from appearing in the configurable side panel in CRM Workspace.").
12. Configure [Customer Central](https://www.servicenow.com/docs/RaI5PmA54lyX3bfPjg6f8A "Users with the admin role can configure several properties for the Customer History component.").  
    Customer Central provides agents with all of the information about a customer in one central place. This information is provided in two views:
    * Customer Information: Displays key information about the customer and a view of all recent customer touch points with the service organization.
    * Customer History: Displays all the recent customer touch points with the service organization in the form of an activity feed.
    {#csm-config-workspace-set-up__ul_bsr_jmq_lkc}
{#csm-config-workspace-set-up__ol_cdx_2lk_ljc}

## Set up CRM Workspace using guided setup {#csm-config-workspace-set-up__section_pwh_zzy_cjb}

You can set up CRM Workspace by using the Customer Service Management Guided Setup. To use the guided setup:

1. Navigate to Customer ServiceAdministrationGuided Setup.
2. Select Get Started on the Welcome page.
3. Scroll through the list of guided setup categories until you reach the CRM Workspace category.
4. Select Get Started in the CRM Workspace category.

   The CRM Workspace category includes one task for the Configurable Workspace Guided Setup.
5. Select Configure to go to the Configurable Workspace Guided Setup.
6. Select Get Started.
{#csm-config-workspace-set-up__ol_oyt_vpk_nrb}  
The Configurable Workspace Guided Setup includes a sequence of workspace configuration tasks.{#csm-config-workspace-set-up__table_k4w_gmk_jgc__entry__2}

| Task | Description |
|-|-|
| Branding and theming | A theme sets the visual style of a configurable workspace experience and provides a consistent look and feel across all pages. * [View the brand and theme setting in your workspace experience](https://www.servicenow.com/docs/access?context=workspace-view-theme-setting&version=brazil&pubname=brazil-application-development&ft:locale=en-US) * [Working with themes in Next Experience](https://www.servicenow.com/docs/access?context=next-experience-theming&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US) {#csm-config-workspace-set-up__ul_pkn_nqk_jgc} |
| Tab Settings | Configure the following in the Tab Settings category: * Configure a New Record menu by adding a table that agents can select to create new records in a configurable workspace. * Select a Service Catalog for your agents to use with a configurable workspace. {#csm-config-workspace-set-up__ul_bnh_xgr_jgc} |
| Lists | Configure list categories, filtered lists, and tailor lists to show specific items by user role in a configurable workspace. * Create list categories * Create filtered lists {#csm-config-workspace-set-up__ul_bg1_dhr_jgc} |
| Forms | Configure the way forms appear for your agents or workers in a configurable workspace. You can also configure the fields that appear on the form to be different depending on the record type and user roles. For more information, see [Administering forms for Configurable Workspace](https://www.servicenow.com/docs/access?context=administer-forms-configurable-workspace&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US). |
| Additional Forms Configuration | Configure templates that agents can use to pre-populate fields and UI actions to make a configurable workspace more interactive. For more information, see [Administering forms for Configurable Workspace](https://www.servicenow.com/docs/access?context=administer-forms-configurable-workspace&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US). |
| Search | Define search sources that your agents can query in a configurable workspace. Agents can use these keywords to search for specific records or knowledge articles. * [Configuring search in Next Experience](https://www.servicenow.com/docs/access?context=using-search-next-experience&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US) * [AI search in Recommended Actions](https://www.servicenow.com/docs/rq~XtH_xeaH6xdnrUaB1lw "Enable agents to use AI search in Recommended Actions to find relevant resources or resolutions for customer issues.") {#csm-config-workspace-set-up__ul_j32_gjr_jgc} |
| Configurable Workspace Notifications | Determine the conditions when notifications display in a configurable workspace, such as when a record updates or a record assigns to a user. |
| Advanced Work Assignment (AWA) | Set up [Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-application-landing-page&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) to automatically route tasks and interactions to the right agents. |
| Configurable Workspace Agent Chat | Configure Agent Chat to enable live agents to chat with customers and manage various conversation features for agents and end users. For more information, see [Setting up Agent Chat](https://www.servicenow.com/docs/access?context=ac-configure-agent-chat&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US). |
| Playbook | Playbooks display business process workflows in a simple task-oriented view. These step-by-step procedures guide users through workflows that address commonly encountered situations. For more information, see [Building Playbooks](https://www.servicenow.com/docs/access?context=building-a-process&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US). |
[Table 1. Configurable Workspace configuration tasks]

{#csm-config-workspace-set-up__table_k4w_gmk_jgc}

## Configuring workspace pages in UI Builder {#csm-config-workspace-set-up__section_ssq_x5j_jgc}

You can use UI Builder to configure the pages and components that display information in CRM Workspace including the following:

* [Landing pages](https://www.servicenow.com/docs/ScCuQyszoglGfHysZDjZxw "Create landing pages for different agents and teams by creating a page variant and adding or modifying containers and components.")
* [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.")
* [Customer Central -- Customer Information tab](https://www.servicenow.com/docs/Uf1ZZYVJr7HwRm_zHW7vuw "Configure the display of the Customer Information view using CRM Workspace.")
{#csm-config-workspace-set-up__ul_gkj_b45_vnb}

For more information, see the [Manage UI Builder pages and page variants](https://www.servicenow.com/docs/access?context=work-pages&version=brazil&pubname=brazil-application-development&ft:locale=en-US) topic in the [UI Builder](https://www.servicenow.com/docs/access?context=create-custom-experience&version=brazil&pubname=brazil-application-development&ft:locale=en-US) documentation.

## Set up communication channels and routing {#csm-config-workspace-set-up__section_shf_5fz_cjb}

Enable agents to chat with customers or to receive and place customer calls. You can also set up routing that automatically directs chats to the appropriate agents. For more information, see [Setting up Agent Chat](https://www.servicenow.com/docs/access?context=ac-configure-agent-chat&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US).

## Set up additional CRM Workspace components {#csm-config-workspace-set-up__section_xqc_p2z_cjb}

Complete these tasks to set up the components that are specific to CRM Workspace.{#csm-config-workspace-set-up__table_l5j_pyj_jgc__entry__2}

| Task | Description |
|-|-|
| [Create or modify a landing page](https://www.servicenow.com/docs/ScCuQyszoglGfHysZDjZxw "Create landing pages for different agents and teams by creating a page variant and adding or modifying containers and components.") | The landing page is an agent's initial view of the workspace. The CSM Landing Page is included with the Customer Service plugin. You can modify this landing page or you can create and modify a page variant in UI Builder. |
| [Set up a ribbon configuration in CRM Workspace](https://www.servicenow.com/docs/qJvD2OaThQvFqDGu68wbLw "Create a ribbon setting and add that setting to a ribbon configuration for CRM Workspace.") | The form ribbon includes components that display information about a record. You can add the Customer 360, Timeline, and SLA components to the Case form ribbon. You can also configure attributes for the Customer 360 and Timeline components. |
| [Set up a form header in CRM Workspace](https://www.servicenow.com/docs/L07cK1e3j4xqcmm1Dz_q9g "You can create a form header for use in CRM Workspace.") | Configure form headers that provide a quick summary of case, account, or contact information. |
| [Set up a highlighted value in a form header in CRM Workspace](https://www.servicenow.com/docs/tT9wL67OuHet6lLVJJJK9w "You can configure fields that appear as highlighted values in a form header in CRM Workspace.") | Configure fields that appear as highlighted values in form headers in CRM Workspace. |
| [Set up a form action in CRM Workspace](https://www.servicenow.com/docs/CbDsU~G6vnbPUzA8F6tXXA "Create a form action that links to a UI action so that you can use the UI action in CRM Workspace.") | Create form actions that link to UI actions so that you can use the UI actions in CRM Workspace. |
| [Display the form ribbon and form header secondary values in the Contextual side panel](https://www.servicenow.com/docs/oEJ4MfZln3NGH0T~W9RV3w "Configure the form ribbon and the secondary values that appear in a form header to display in the Contextual side panel in CRM Workspace.") | Configure the form ribbon and the secondary values that appear in a form header to display in the Contextual side panel in CRM Workspace. |
| [Display field values as interaction record tab titles](https://www.servicenow.com/docs/iyJgCaHqItjrvNbhCbrGjA "Display field values, such as contact or consumer names, as titles on interaction record tabs in CRM Workspace.") | Display field values, such as contact or consumer names, as titles on interaction record tabs in CRM Workspace. |
| [Hide tabs in the contextual side panel](https://www.servicenow.com/docs/VdnPKRUcP2skRRfHPwO0FA "Use the inlineTabExclusion UX page property to prevent tabs from appearing in the configurable side panel in CRM Workspace.") | Use the inlineTabExclusion UX page property to prevent tabs from appearing in the configurable side panel in CRM Workspace. |
| Configure service catalogs for CSM workspaces | Customer service agents use service catalogs to fulfill catalog item requests. You can configure the Service Workspace Portal to use the catalogs that contain the desired items. |
[Table 2. Additional CRM Workspace configuration tasks]

{#csm-config-workspace-set-up__table_l5j_pyj_jgc}
**Related tasks**   

* [Activate Customer Service Management](https://www.servicenow.com/docs/OlVEXHVeZbt8BT~3rPJBzg "You can activate the Case Management Core (com.sn_customerservice) plugin, if you have the admin role. This plugin includes demo data and activates related plugins if they aren’t already active.")

*[\>]: and then