--- 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 --- # CSM Landing Page # CSM Landing Page {#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 CSM Landing Page The CSM Landing Page, included with the CRM Workspace plugin, offers customer service agents and managers a centralized view to efficiently manage cases and track performance. It provides lists of assigned cases and case tasks along with key metrics for agents, groups, and organizations. Administrators can customize the landing page using UI Builder to suit specific business needs. Show full answer Show less ## Key Features * **Important Items Section:** Displays scorecards highlighting critical work such as high priority cases (P1, escalated, needing attention), SLA breaches, cases not updated in over 3 days, case tasks, and unassigned cases within the agent's groups. Selecting a scorecard filters and shows related records. * **Cases Section:** Shows lists of "My active cases" and "My team's cases," allowing quick access to individual case records in new tabs. * **Performance Section:** Provides indicators on agent performance including SLA compliance, reopened cases, and---when the Performance Analytics - Customer Service Management - Advanced plugin is activated---CSAT scores, response time, and resolution time. Selecting an indicator reveals detailed KPIs or filtered records. * **Customization and Multiple Landing Pages:** Administrators can create and manage multiple landing pages via UI Builder. Only one active landing page with the lowest order value is shown to users. Visibility depends on user roles and assignment group memberships, with OR logic applied for multiple conditions. ## Important Considerations * The High priority cases component requires installation of the Customer Service Case Action Status plugin to correctly filter cases by action status. * The CSM Landing Page is the default landing page in CRM Workspace starting with the Brazil release. Upgrading customers with custom landing pages must manually accept the new Brazil landing page. * Ensure your instance is on Xanadu Patch 7 or later to use the landing page effectively. ## Practical Benefits With the CSM Landing Page, ServiceNow customers can: * Quickly prioritize and access critical case work and tasks. * Track individual and team performance metrics to improve service delivery. * Customize the workspace to align with organizational workflows and roles. * Leverage advanced analytics for deeper insights into customer satisfaction and case handling efficiency. 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=brazil&pubname=brazil-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 plugin (com.snc.uib.csm_agent_workspace). 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 Brazil release. Upgrade customers who have customized the existing CRM Workspace landing page must manually accept the Brazil 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 CRM 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 CRM Workspace landing page](https://www.servicenow.com/docs/ScCuQyszoglGfHysZDjZxw "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}