Components installed with CSM workspaces

  • Release version: Australia
  • Updated March 12, 2026
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    Summary of Components Installed with CSM Workspaces

    CSM workspaces install various components crucial for customer service management, including user roles, form views, tables, and lists tailored for agents. These enhancements facilitate efficient workflow and case handling in ServiceNow's environment.

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    Key Features

    • Roles: The agent workspace user role (agentworkspaceuser) is integrated with the Service Management agent role (snesmagent), enabling access to the Agent Workspace for CSM.
    • Form Views: Customer service agents access forms through the CSM Workspace form view (workspacecsm) or the general Workspace form view, depending on the record type.
    • Tables: The CSM workspace includes several key tables with corresponding Workspace and CSM Workspace view layouts, such as:
      • Case, Consumer, Account, Contact, Asset, Contract, and more.
    • Lists: Customized list categories and filtered lists enhance agent efficiency, including:
      • My Cases, My Open, Unassigned for my groups, Major Cases, Customer Accounts, and Knowledge articles authored by agents.

    Key Outcomes

    By utilizing these components, ServiceNow customers can expect improved management of customer interactions and cases, streamlined access to relevant data, and enhanced productivity through tailored lists and views specific to the needs of customer service agents.

    Several types of components are installed with CSM workspaces.

    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

    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

    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)
    Tables in CSM Workspace view
    The CSM Workspace view (workspace_csm) is provided for the following tables:
    • Interaction (interaction)
    • Location (cmn_location)
    The CSM Workspace view for these tables is similar to the respective default platform interface view.

    Lists

    The list categories and filtered lists that have been configured for customer service agents in CSM workspaces.
    Table 1. Lists and filtered lists for Customer Service agents
    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.
    Note:
    Additional filtered lists appear in the list panel when a customer service agent also has the itil role.