---
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


---

# Components installed with CSM workspaces

# Components installed with CSM workspaces {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
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## Summary of Components installed with CSM workspaces

Customer Service Management (CSM) workspaces in ServiceNow come with a variety of pre-installed components designed to enhance the agent experience and streamline case and customer interaction management.
These components include roles, form views, tables with specific workspace views, and pre-configured lists tailored for customer service agents.
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## Key Features

* **Roles:** The `agentworkspaceuser` role is added to the `snesmagent` role to enable access to the Agent Workspace specifically for CSM.
* **Form Views:** Customer service agents are presented with specialized CSM Workspace form views (`workspacecsm`) for certain record types, ensuring a consistent and optimized interface. If no CSM-specific form view exists, the generic Workspace form view is used.
* **Tables and Views:**
  * **Workspace View:** Provided for many key CSM tables such as Case, Consumer, Account, Contact, Asset, Contract, Product Model, Entitlement, Task, Appointment, Escalation, Order, and several relationship and social profile related tables. This ensures agents can efficiently manage a broad scope of CSM records.
  * **CSM Workspace View:** Available for the Interaction and Location tables, offering a view similar to the default platform interface but integrated within the CSM workspace experience.
* **Lists and Filtered Lists:** Pre-configured lists are available for customer service agents to quickly access relevant records, including:
  * **Cases:** Lists like My Cases (assigned to the agent), My Open cases, Unassigned cases for agent's groups, All cases, and Major Cases.
  * **Customer Accounts, Partners, Contacts, Consumers:** Lists that help agents access and manage customer and partner profiles.
  * **Interactions:** My Interactions list shows interactions assigned to the agent.
  * **Knowledge Articles:** My Knowledge Articles list appears when Knowledge Management Advanced Installer plugin is enabled, showing articles authored by the agent.
  * **Catalog Tasks:** Lists tasks assigned to the agent's groups.
  Additional filtered lists become available if the agent also has the itil role.

## Key Outcomes

With these components pre-installed and configured, ServiceNow customers using CSM workspaces can expect a streamlined, role-based user experience that enables agents to efficiently handle cases, customer data, interactions, knowledge articles, and related tasks within a unified workspace environment. This setup reduces configuration time, promotes consistency, and enhances agent productivity in managing customer service operations.  
Several types of components are installed with CSM workspaces.

## Roles {#installed-with-cust-serv-workspace__agent_workspace_csm_roles}

The agent workspace user role (agent_workspace_user) is added to the Service Management
agent (sn_esm_agent) role. The role is required to access Agent Workspace for
CSM.

## Form views {#installed-with-cust-serv-workspace__agent_workspace_csm_form_views}

Customer service agents see forms in the CSM Workspace form view (workspace_csm), if they
exist for certain record types. Otherwise, agents see forms in the Workspace form view.

## Tables {#installed-with-cust-serv-workspace__section_lnd_2xg_nhb}

In CSM workspaces, a number of Customer Service Management tables are provided with the
Workspace and CSM Workspace view layouts.

Tables in Workspace view
:   The Workspace view is provided for the following tables:

    * Case (sn_customerservice_case)
    * Consumer (csm_consumer)
    * Account (customer_account)
    * Contact (customer_contact)
    * Account Relationship (account_relationship)
    * Asset (alm_asset)
    * Contract (ast_contract)
    * Product Model (cmdb_model)
    * Entitlement (service_entitlement)
    * Task (sn_customerservice_task)
    * Appointments (sn_customerservice_appointment)
    * Contact Relationship (sn_customerservice_contact_relationship)
    * Escalation (sn_customerservice_escalation)
    * Order (csm_order)
    * Order Case (csm_order_case)
    * Special Handling Notes (sn_shn_notes)
    * Order Line Item (csm_order_line_item)
    * Asset Contact (sn_customerservice_m2m_asset_contact)
    * Account Team Member (sn_customerservice_team_member)
    * Social Profiles table (sn_app_cs_social_social_profile)
    * Social Logs table (sn_app_cs_social_social_log)
    * Knowledge Applied to Tasks table (m2m_kb_task)
    {#installed-with-cust-serv-workspace__ul_vbc_wbc_c2b}

Tables in CSM Workspace view
:   The CSM Workspace view (workspace_csm) is provided for the following tables:

    * Interaction (interaction)
    * Location (cmn_location)
    {#installed-with-cust-serv-workspace__ul_lgs_tdc_c2b}The CSM Workspace view for these tables is similar to the respective default platform interface view.

## Lists {#installed-with-cust-serv-workspace__section_hyx_jxg_nhb}

The list categories and filtered lists that have been configured for customer service agents in CSM workspaces. {#installed-with-cust-serv-workspace__csm-agent-actions-by-form__entry__3}

| List Category | Filtered Lists | Description |
|-|-|-|
| Cases | My Cases | Cases assigned to the customer service agent. |
|   | My Open | Open cases assigned to the customer service agent. |
|   | Unassigned for my groups | Cases that belong to any of the customer service agent's groups but have not been assigned to an agent. |
|   | All | All customer service cases. |
| Major Issue Management | Major Cases | Major cases that have been accepted. |
| Customer | Accounts | A list of customer accounts. |
|   | Partners | A list of partner accounts. |
|   | Contacts | A list of customer contacts. |
|   | Consumers | A list of consumers. |
| Interactions | My Interactions | Interactions that are assigned to the customer service agent (agent's name appears in the Assigned to field on the interaction record). |
| Knowledge | My Knowledge Articles | Knowledge articles authored by the customer service agent (agent's name appears in the Author field). Note: This list appears in the list panel when the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer) is activated. |
| Catalog Tasks | Assigned to my groups | Catalog tasks assigned to the current agent's groups. |
[Table 1. Lists and filtered lists for Customer Service agents]

{#installed-with-cust-serv-workspace__table_kbv_c1t_rdb}  
Note:  
Additional filtered lists appear in the list panel when a customer service agent also has the itil role.