CSM Configurable Workspace features

CSM Configurable Workspace provides several different tools and features that agents can use to assist customers, research issues, and resolve cases.

Table 1. CSM Configurable Workspace features

Feature	Description
Multi-tab interface	Displays information using tabs and sub-tabs which enable agents to work on multiple cases, tasks, and other records within a single browser window. Agents can quickly move between records without losing their place.
Contextual display	Displays information that provides agents with a complete view of a customer's history, including interactions, products, and cases.
Agent inbox	Agents see their assignments in their CSM Configurable Workspace inbox. Work assignments appear as cards in the inbox that agents can either choose to accept or reject. Agents can also set their status in the inbox, such as Available or Busy.
Landing pages	A landing page is an initial view of a user's workspace. For customer service agents, the landing page can show an overview of their new, assigned, and high priority cases, plus the cases assigned to their groups.
List views	Provide filtered lists of cases, interactions, and other records such as accounts and contacts. Agents can also create and save their own lists.
Record details	Content pages determine how information is displayed in the workspace. Record pages display information about the current record. This can include details such as the account, contact, and priority for a case record or the communication channel, short description, and state for an interaction record.
Contextual side panel	Provides agents with access to tools and information directly from the record page, such as Recommended Actions, attachments, related lists, and templates. This access helps agents research and resolve customer issues without leaving the case view.
Activity stream	The activity stream helps agents stay informed by displaying a chronological list of updates and communications within a record like field changes, comments, work notes, and emails.
Compose	The Compose area in a configurable workspace record page enables agents to communicate with customers and other agents through comments, work notes, and emails.
Modeless dialogs	Windows that overlay the main window content in a workspace. Agents can use modeless dialogs to create and post comments and work notes to the activity stream and to compose and send emails.
Form templates	Use form templates to populate fields on new records with selected values. Create and edit form templates for use in CSM Configurable Workspace and then use the templates to automatically the configured fields.
Search tools	Global search enables you to search multiple record types at once from the Next Experience Unified Navigation search field. The Recommended Actions tab in the contextual side panel includes AI search functionality. This search feature displays an initial set of search results based on the text in the case short description, including knowledge articles. Agents can also enter different search keywords and repeat the search.
AI tools	Use the Now Assist for Customer Service Management (CSM) application to summarize interaction chats and calls, summarize case information, and generate case resolution notes.
Chat summarization	The chat summarization feature automatically creates summaries of chat conversations. The agent can quickly gain an understanding of the interaction without reading the entire transcript of the conversation.
Chat session tabs	Visual indicators on chat session tabs, such as colors and icons, alert agents to unread chat messages and SLA threshold timers.
Lookup and verify	Use this feature to enable agents to quickly look up contacts or consumers using information such as the name, phone number, or record number.
Case action status	Use the case action status feature so that agents can easily identify cases that need attention.

Additional applications

A number of additional applications are available for use with CSM Configurable Workspace.

Table 2. Additional applications for CSM Configurable Workspace

Feature	Description
AWA for CSM	Use Advanced Work Assignment (AWA) to automatically assign work items to agents based on their availability, capacity, and skills.
Customer Central	Use Customer Central to provide agents with all of the information about a customer in one central location. This feature enables agents to quickly zoom in on the customer issue and provide efficient and supportive service.
ServiceNow Link Manager	Use the ServiceNow Link Manager feature to manage and organize browser tabs within a ServiceNow instance.
Workforce Optimization for Customer Service	Use Workforce Optimization for Customer Service to manage and maintain the productivity of your workforce. Efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.
Customer Service Case Types	Use case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue, such as a lost or missing credit card.
Proactive Customer Service Operations	Use this feature to track the digital services used by your customers and to proactively create cases for service disruptions.
Playbooks for Customer Service Management	Use playbooks to provide step-by-step guidance for completing the tasks needed to resolve specific types of customer service cases.
Guided Decisions for Customer Service Management	Use guided decisions to resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process.
Estimated time to resolve a case	Use machine learning to predict the estimated time to resolve a case (ETTR) based on case attributes such as the short description, category, priority, and assignment group.