---
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


---

# Organize agent workspaces

# Organize agent workspaces {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure agent workspaces and boost efficiency by optimizing interfaces, setting up case management and routing, and integrating tools for smooth case handling.

|-|-|
| [Case managementConfigure your case management tools to optimize case handling.](https://www.servicenow.com/docs/sa1oxALHB2vNVLpqxaRI0A "Set up case management features to enable agents and customers to create cases as needed and work to resolve those cases. Create the necessary case types to handle specific types of customer issues. Configure service definitions to create connections between products, services, and case types.") | [Case routing and assignmentUse Advanced Work Assignment (AWA) to automatically route cases to the appropriate customer service agents in CRM Workspace.](https://www.servicenow.com/docs/6JFNNhw~b3W~8_0HF6sawA "Set up Advanced Work Assignment (AWA) to automatically route cases to the appropriate customer service agents in CRM Workspace.") |
| [CRM WorkspaceSet up the CRM Workspace to provide agents with the tools they need to answer customer questions and resolve issues efficiently.](https://www.servicenow.com/docs/3WM3lDvmsuhNhvfj1Pku3g "CRM 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.") | [Agent toolsConfigure organizational tools for agents, including Customer Central, dynamic related records, mobile application, guided decisions, and playbooks.](https://www.servicenow.com/docs/DTBxPd8b2G~QKS7DKBgecA "Enable agents to resolve cases quickly and efficiently by providing them with tools, such as Guided Decisions, playbooks, dynamic related records, and Customer Central.") |
[ ]

{#organize-agent-workspaces__table_mhz_4gb_l1c} Figure 1. Agent workspaces overview

[Case management](https://www.servicenow.com/docs/sa1oxALHB2vNVLpqxaRI0A "Set up case management features to enable agents and customers to create cases as needed and work to resolve those cases. Create the necessary case types to handle specific types of customer issues. Configure service definitions to create connections between products, services, and case types.")

:   Configure your case management tools to manage cases efficiently by setting up features that permit you and your customers to create, resolve, and categorize cases. Define case types for different customer issues and
    configure service definitions to link products, services, and case types. This setup enhances case handling efficiency, improves customer satisfaction, and ensures accurate tracking and resolution.

[CRM Workspace](https://www.servicenow.com/docs/3WM3lDvmsuhNhvfj1Pku3g "CRM 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.")

:   Set up the CRM Workspace and expand the workspace UI to optimize agent customer service processes. This user interface provides agents with the tools they need to answer customer questions and resolve issues
    efficiently.

[Case routing and assignment](https://www.servicenow.com/docs/6JFNNhw~b3W~8_0HF6sawA "Set up Advanced Work Assignment (AWA) to automatically route cases to the appropriate customer service agents in CRM Workspace.")

:   Set up Advanced Work Assignment in the CRM Workspace to route and assign cases automatically to the appropriate agents based on their availability, capacity, and skills. This setup helps to improve efficiency and response times.

[Agent tools](https://www.servicenow.com/docs/DTBxPd8b2G~QKS7DKBgecA "Enable agents to resolve cases quickly and efficiently by providing them with tools, such as Guided Decisions, playbooks, dynamic related records, and Customer Central.")

:   Configure organizational tools for agents such as Customer Central, dynamic related records, mobile application, Guided Decisions, and playbooks. These tools enable agents to resolve cases quickly and efficiently.