CSM Configurable Workspace
Summarize
Summary of CSM Configurable Workspace
CSM Configurable Workspace is a user interface tailored for customer service agents to efficiently assist customers, answer queries, and resolve issues. It consolidates case, account, and contact management across multiple communication channels such as email, voice, and chat into a single, unified screen. This eliminates the need for agents to switch between multiple tabs or applications.
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Key Features
- Unified workspace: Offers a customizable interface that centralizes all necessary tools and information for agents.
- List views: Enables agents to filter and manage cases, interactions, accounts, and contacts with the ability to create and save personalized lists.
- Multi-tab interface: Supports multitasking by allowing agents to work on multiple cases, tasks, and records within one browser window and easily switch between them.
- Contextual display: Provides a comprehensive view of customer history including past interactions, products, and cases without leaving the main workspace.
- Channel integration: Unifies management of customer communications from email, chat, and phone channels in one interface.
- Contextual side panel: A configurable panel delivering additional resources like search, recommended actions, attachments, and templates to support agents.
- AI tools: Automates summarization of chats, calls, and case information, and generates notes to expedite case resolution.
Benefits
Built on the Configurable Workspace UI, CSM Configurable Workspace enhances agent productivity by integrating customer data, case management, and collaboration tools in a single, streamlined window. Agents can handle multiple cases concurrently with less context switching, utilize machine learning-driven suggestions to resolve issues faster, receive alerts on major incidents, and stay updated through live activity feeds and analytics. This focused interface improves efficiency and customer service outcomes.
Application Information
The CSM Configurable Workspace application (com.snc.uib.csmagentworkspace) is activated via the Customer Service plugin (com.sncustomerservice). From the Yokohama release onward, it depends on the Customer Central plugin. The application is available on the ServiceNow Store, where customers can also explore additional apps and review release notes.
CSM Configurable 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.
CSM Configurable 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.
CSM Configurable Workspace features
Key features of CSM Configurable 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.
| 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. |
CSM Configurable Workspace benefits
The ServiceNow Configurable Workspace UI is designed to improve user efficiency and facilitate resolutions. CSM Configurable Workspace, which is built from the Configurable Workspace UI, is specifically designed for customer service agents.
CSM Configurable 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.
- 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.
For more information, see CSM Configurable Workspace overview.
Application information
The CSM Configurable Workspace application (com.snc.uib.csm_agent_workspace) is activated with the Customer Service plugin (com.sn_customerservice).
The CSM Configurable Workspace application is available from the ServiceNow Store.
Request apps on the Store
Visit the ServiceNow Store 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.