Migrate to CSM Configurable Workspace

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

    This document provides instructions for migrating from CSM Agent Workspace to CSM Configurable Workspace. Existing configurations can often be retained, though some features require specific configurations for the new workspace. Migration can be accomplished through lists, forms, and the UI Builder tool.

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    Key Features

    • Activity Stream: Enables communication between agents and requesters, allowing internal notes on records.
    • Agent Assist: Provides agents with automatic search results for potential solutions related to opened records.
    • Agent Chat: Facilitates interaction with customers and management of incident or case records.
    • Branding and Theming: Customizes the workspace to reflect company branding.
    • Email Composer and Viewer: Allows email communication between requestors and fulfillers.
    • Customer Central: Displays customer interaction history in information card format.
    • Declarative Actions: Adds custom functionality without the need for scripting.
    • Forms: The primary user interface for agents to manage records.
    • Global Search: Enables searching within defined sources in the workspace.
    • Highlights: Visual cues for the status of highlighted values.
    • Lists: Displays filtered records for easy access to tasks.
    • Ribbons: Provides quick insights on record details like timelines and summaries.
    • UI Action Bar: Custom buttons and menu items to enhance user role access and functionality.

    Key Outcomes

    Upon successful migration to CSM Configurable Workspace, customers can expect to maintain most of their existing configurations while also leveraging new features tailored for enhanced functionality and customization. It's important to note that changes in one workspace can affect the configurations of the other, necessitating careful management during the migration process.

    Follow the instructions in this topic to migrate from CSM Agent Workspace to CSM Configurable Workspace.

    If you are currently using CSM Agent Workspace and want to migrate to CSM Configurable Workspace, you can continue using most of your existing configurations. Some features, however, need to be configured specifically for CSM Configurable Workspace. You can migrate some of the configurations using lists and forms and others using the UI Builder tool.

    Table 1. Workspace configuration examples
    Workspace configurations Examples
    Configurations that work in both CSM Agent Workspace and CSM Configurable Workspace without modification.
    • Ribbons
    • Forms
    Configurations that are different for CSM Configurable Workspace.
    • Lists
    • List categories

    Also, be aware that some configuration changes made for one workspace can also affect the other. For example, changes to the CSM Agent Workspace configuration may impact CSM Configurable Workspace. The same applies to changes to the CSM Configurable Workspace configuration, which may impact CSM Agent Workspace.

    Note:
    For customers who are not currently using CSM Agent Workspace and want to implement CSM Configurable Workspace, use the CSM Configurable Workspace guided setup by navigating to Customer Service > Administration > Guided Setup > CSM Configurable Workspace. Clicking Configure in this category takes you to the Configurable Workspace guided setup. The information and instructions in the different guided setup categories can help you set up a new implementation of CSM Configurable Workspace.

    Workspace features

    This section provides information, parameters, and steps to complete the migration of CSM Agent Workspace configurations to CSM Configurable Workspace. Select the feature that you want to migrate from the following list.

    Table 2. Workspace features and descriptions
    Feature Description
    Activity stream Activity Stream enables agents to communicate with requesters and make internal notes about the work done on a record.
    Agent assist Agent assist provides agents with automatic search results that show possible solutions for records they open.
    Agent Chat for Customer Service Management Configurable Workspace Agent Chat enables agents to interact with customers, create incident or case records, or transfer chats to another agent or queue.
    Branding and theming Branding and theming enables you to customize your Configurable Workspace to your company branding and theming.
    Email Composer and Email Viewer The Email Composer enables requestors and fulfillers to use email to communicate.
    Customer Central Customer Central displays all the touch points that a customer has had with a contact center in the form of information cards.
    Declarative actions Declarative actions add custom functionality to your Workspace forms, fields, lists, and related lists without writing custom scripts or learning APIs.
    Forms The form is the user interface where agents do most of their work.
    Form headers Form headers provide an overview of the record.
    Global Search in configurable workspaces Global Search provides users with the ability to search for information within the defined search sources.
    Highlights Highlights provide background color that visually expresses the status of a highlighted value.
    Lists The list view displays filtered lists of records, such as All tasks, Open tasks, and My tasks.
    Ribbons Ribbons help agents quickly scan relevant information about a record, such as a timeline, a user, or a customer summary.
    UI Action Bar UI actions include custom buttons, menu items, and limiting access to forms based on user role.