Exploring Configurable Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Get an overview of Configurable Workspace so you can understand how to configure and use it for your organization.

    Configurable Workspace overview

    A workspace provides a suite of tools in a single, focused work area that enables an agent to complete an entire job efficiently.

    For example, an agent can receive an incoming case, review its details, communicate with the requester, and close the case within a single interface.

    Configurable Workspace is a workspace app shell provided by the ServiceNow AI Platform®.

    ServiceNow offers prebuilt Configurable Workspace experiences to target specific users and issues. For a list of workspaces ServiceNow offers, see List of workspaces.

    UI Builder and Configurable Workspace

    Admins use UI Builder to create a Configurable Workspace experience from scratch or to modify prebuilt workspaces to match their workflows, branding, and data needs.

    UI Builder is a WYSIWYG web user interface builder that uses Next Experience Components as the building blocks for Configurable Workspace pages. Each component provides a specific function like showing a list of records or displaying a form.

    Parts within a Configurable Workspace

    Configurable Workspace experiences are made up of several parts that help agents navigate, manage, and work on records.
    Lists
    Lists display multiple records in a Configurable Workspace, such as cases, task, or incidents, so that agents can find and work on records quickly.
    Forms
    Forms enable agents to view, enter, and update details about the record.
    Activity stream
    The Activity stream helps agents stay informed by displaying a running history of updates and communications within a record.
    Compose
    The Compose area in a record page enables agents to communicate with customers and other agents through comments, work notes, and emails.
    Tabs sidebar
    The tabs sidebar is a flexible panel on a record page that provides agents with additional tools and information displayed as tabs like Agent assist and form templates.