--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # CSM Landing Page # CSM Landing Page {#ariaid-title1} Release version: Australia Updated March 24, 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 CSM Landing Page The CSM Landing Page is a key component in the CRM Workspace for Customer Service Management (CSM), designed to help agents and managers efficiently manage assigned cases and tasks while tracking performance metrics. It offers a consolidated view of critical case information, including lists of active and team cases, and visual performance indicators that aid in prioritization and workload management. Show full answer Show less Administrators have the flexibility to customize these landing pages using UI Builder, tailoring the experience to specific business needs. ## Key Features * **Important Items Section:** Displays score cards highlighting high priority cases (P1, escalated, needing attention), SLA breaches or due dates, cases not updated in over three days, case tasks, and unassigned cases within the agent's groups. Clicking a score card filters and lists relevant records. * **Cases Section:** Shows two lists---My active cases and My team's cases---with direct access to case records in new tabs. * **Performance Section:** Tracks agent performance indicators such as SLA compliance (past 7 days), reopened cases (past 30 days), and, with advanced analytics enabled, customer satisfaction (CSAT), response time, and resolution time. Selecting an indicator reveals detailed KPIs or filtered case lists. * **Customization:** Administrators can create multiple landing pages but only one is shown per user based on activation status, order priority, and user permissions (roles or assignment groups). This allows personalized views depending on user roles and responsibilities. * **Prerequisites:** For accurate filtering of high priority cases, the Customer Service Case Action Status plugin must be installed to provide the required actionstatus field, and the ServiceNow instance should be on Xanadu Patch 7 or later. * **Availability:** The CSM Landing Page is included by default with the CRM Workspace plugin and is automatically applied to upgrade customers who have not customized their landing page. Those with customizations need to manually accept the new Australia release version. ## Practical Benefits for ServiceNow Customers * Enables quick identification and prioritization of critical cases and tasks, improving agent productivity and response times. * Provides managers with real-time visibility into team workload and performance metrics, supporting better resource allocation and service quality monitoring. * Supports customization to align with unique organizational workflows and roles, ensuring relevant information is surfaced to each user. * Integrates with performance analytics for deeper insights into customer satisfaction and operational efficiency. * Ensures a consistent and upgraded user experience across ServiceNow releases while allowing flexibility for existing customizations. The CSM Landing Page provides users with lists of assigned cases and case tasks as well as agent, group, and organization metrics. Customer service agents and managers can use the CSM Landing Page to quickly scan and prioritize work, access records, and track performance. Administrators can customize landing pages in [UI Builder](https://www.servicenow.com/docs/access?context=using-ui-builder&version=australia&pubname=australia-application-development&ft:locale=en-US) to meet their unique business needs. The CSM Landing Page includes components that display case information, plus visualizations that further break down the component data. Each of the visualizations is connected to a data source. For example, the High priority cases component includes visualizations for P1 and escalated cases, plus cases that need attention. Note: To ensure the High priority cases component filters correctly, install the Customer Service Case Action Status (com.snc.csm_action_status) plugin. This plugin adds the missing action_status field, which isn't included with the CSM plugin by default. Also, ensure your instance is on Xanadu Patch 7 or later. The CSM Landing Page is available with the CRM Workspace (sn_csm_wrkspc) plugin. This landing page is the default landing page for CRM Workspace. Note: Upgrade customers who haven't customized the existing CRM Workspace landing page are automatically upgraded to the landing page available with the Australia release. Upgrade customers who have customized the existing CRM Workspace landing page must manually accept the Australia landing page. Figure 1. CSM Landing Page ## CSM Landing Page sections and components {#csm-ws-landing-page-original__section_gkp_snx_pnb} The CSM Landing Page includes different sections and components that display important items, record lists, and performance data.{#csm-ws-landing-page-original__table_j5g_b4d_gsb__entry__2} | Section | Description | |-|-| | Important Items | This section includes single score cards that display an agent's most important items to work on. * High priority cases: Includes P1 cases, escalated cases, and cases that need attention. * SLA breached or due today * Cases not updated in \>3d * Case tasks * Unassigned cases: Cases that are unassigned and belong to one of the agent's assignment groups. {#csm-ws-landing-page-original__ul_ozw_gpd_gsb}Selecting a score card displays a list of records with the appropriate filter conditions. | | Cases | This section includes two lists of records: * My active cases * My team's cases {#csm-ws-landing-page-original__ul_jbr_3qd_gsb}Selecting a case number opens a new tab and displays the case record. | | Performance | This section includes indicators that track the agent's performance. * Met SLA (last 7 days) * Reopened cases (last 30 days) {#csm-ws-landing-page-original__ul_x1g_hzh_hsb} The following indicators are available in the Performance section with activation of the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin: * CSAT: Customer satisfaction score based on cases assigned to the agent for the last 7 days. * Response time * Resolution time {#csm-ws-landing-page-original__ul_cfy_yqd_gsb}Select an indicator to display either a filtered list of records or a KPI details page. | [Table 1. CSM Landing Page and CSM Landing Page - Premium sections and components] {#csm-ws-landing-page-original__table_j5g_b4d_gsb} ## Create a landing page for CSM Configurable Workspace {#csm-ws-landing-page-original__section_n42_24x_pnb} Use UI Builder to create landing pages for your agents. For more information, see [Create a CSM Configurable Workspace landing page](https://www.servicenow.com/docs/UT~0l1BdnGlvfZeY10nuHQ "Create landing pages for different agents and teams by creating a page variant and adding or modifying containers and components."). ## Create multiple landing pages {#csm-ws-landing-page-original__section_opm_wzn_b3b} You can create multiple landing pages. However, only a single landing page is displayed for a user. The landing page that is displayed depends on the following settings: * The setting of the Active field. This field must be set to true for a landing page to be displayed. * The Order of the landing page. Pages with a lower-order value take precedence over pages with a higher-order value. The active page with the lowest order number is displayed. * If permissions are defined, users can see a landing page if they have the required role or are a member of the required assignment group. Multiple roles and assignment group conditions are treated as OR conditions. {#csm-ws-landing-page-original__ul_ybp_zzn_b3b}