--- 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 --- # CRM Workspace # CRM Workspace {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of CRM Workspace CRM Workspace is a unified user interface designed to equip customer service agents with essential tools to efficiently assist customers, answer inquiries, and resolve issues. It consolidates case, account, and contact management from multiple communication channels---such as email, voice, and chat---into a single screen, eliminating the need to toggle between multiple tabs or windows. Show full answer Show less ## Key Features * **Unified Workspace:** A customizable interface that brings together all necessary tools and customer information in one place. * **List Views:** Filtered and customizable lists for cases, interactions, accounts, and contacts, allowing agents to create and save personalized views. * **Multi-Tab Interface:** Enables multitasking by allowing agents to work on multiple cases and customer records simultaneously within one browser window. * **Contextual Display:** Provides a comprehensive view of customer history, including past interactions, products, and cases, without leaving the main screen. * **Channel Integration:** Supports management of customer interactions across email, chat, and phone channels within the same interface. * **Contextual Side Panel:** A configurable panel offering additional tools like search, recommended actions, attachments, and templates to enhance agent productivity. * **AI Tools:** Features that summarize chats and calls, generate case resolution notes, and provide automated suggestions to accelerate case handling. ## Key Benefits Built on the ServiceNow Configurable Workspace UI, CRM Workspace improves agent efficiency and streamlines customer service processes by: * Allowing agents to manage multiple cases and interactions concurrently across various channels in an intuitive, consolidated layout. * Reducing context switching and tab clutter to help agents maintain focus and improve productivity. * Accelerating issue resolution through machine learning--powered automated suggestions. * Providing notifications for potential major incidents based on issue frequency and impact. * Delivering real-time updates and insights via live activity feeds and analytics. ## Application Information The CRM Workspace plugin (`com.snc.uib.csmagentworkspace`) requires activation alongside the Case Management Core plugin (`com.sncustomerservice`). Starting with the Yokohama release, it also depends on the Customer Central plugin. The application is available for download from the ServiceNow Store, where customers can also browse and request additional apps. CRM Workspace is a user interface that provides customer service agents with the tools they need to assist customers, answer questions, and resolve issues quickly and efficiently. Figure 1. CRM Workspace CRM Workspace provides agents with a unified workspace to handle customer requests. Agents can manage cases, accounts, and contacts from multiple channels, like email, voice, and chat on a single screen, eliminating the need to switch between tabs. ## CRM Workspace features {#csm-workspaces-configure__section_a3l_4lz_1hc} Key features of CRM Workspace include list views for managing cases, interactions, and other records and tabs for multitasking. It also provides agents with the ability to access customer history and context without leaving the main screen. {#csm-workspaces-configure__table_c54_js1_bhc__entry__2} | Feature | Description | |-|-| | Unified workspace | Provides the tools and information that an agent needs into a single, customizable interface. | | 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. | | Multi-tab interface | Tabs and subtabs enable agents to work on multiple cases, tasks, and other customer records within a single browser window. Agents can quickly move between records without losing their place. | | Contextual display | Agents get a complete view of a customer's history, including interactions, products, and cases. | | Channel integration | Agents can manage customer interactions from various channels, including email, chat, and phone, all within the same interface. | | Contextual side panel | A configurable panel that provides agents with additional tools and information such as search, Recommended Actions, attachments, and templates. | | AI tools | Summarize interaction chats and calls, summarize case information, and generate case resolution notes. | [Table 1. CRM Workspace features] {#csm-workspaces-configure__table_c54_js1_bhc}For more information, see [CRM Workspace features](https://www.servicenow.com/docs/aSlVPEvaVNGuXQ0EA5eZ7g "CRM Workspace provides several different tools and features that agents can use to assist customers, research issues, and resolve cases."). ## CRM Workspace benefits {#csm-workspaces-configure__section_ksf_4lz_1hc} The ServiceNow [Configurable Workspace UI](https://www.servicenow.com/docs/access?context=workspace-landing-page&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US) is designed to improve user efficiency and facilitate resolutions. CRM Workspace, which is built from the [Configurable Workspace UI](https://www.servicenow.com/docs/access?context=workspace-landing-page&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US), is specifically designed for customer service agents. CRM Workspace brings together customer information, case management, and collaboration tools into a single window. This user experience enables agents to manage several cases and interactions across different channels at the same time. CRM Workspace presents the Core UI lists and forms in one interface and consolidates multiple tabs into a single, focused work area. From this single view, agents can: * Work on multiple issues concurrently in an intuitive layout, reducing context and tab switching. * Resolve issues faster with automated suggestions powered by machine learning. * Get notified of potential major incidents based on issue frequency and impact. * Keep informed of updates and surface important insights with a live activity feed and analytics. {#csm-workspaces-configure__ul_ylm_znb_zgc} For more information, see [CRM Workspace overview](https://www.servicenow.com/docs/gGdMHjV2whZr7MNDAE2rCQ "CRM 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."). ## Application information {#csm-workspaces-configure__section_ngz_drt_cwb} The CRM Workspace plugin (com.snc.uib.csm_agent_workspace) is activated with the Case Management Core plugin (com.sn_customerservice). Note: Starting with the Yokohama release, CRM Workspace has a dependency on the Customer Central plugin. For more information, see [Customer Central plugin](https://www.servicenow.com/docs/0JB59dNqutc4Xs9vA6XFqQ#customer-central__section_jmt_bnt_ydc). The CRM Workspace application is available from the ServiceNow Store. ## Request apps on the Store {#csm-workspaces-configure__id_mql_xrt_cwb} Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#csm-workspaces-configure__inline-send-to-store} **Related topics** * [List of workspaces](https://www.servicenow.com/docs/access?context=list-of-workspaces&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US) * [Configurable Workspace glossary](https://www.servicenow.com/docs/access?context=configurable-workspace-glossary&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US)