Agent experience for CSM release notes
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Summary of Agent experience for CSM release notes
The ServiceNow® Agent experience for Customer Service Management (CSM) in the Australia release enhances tools for customer service agents to efficiently find, research, and resolve customer issues. Key improvements focus on streamlining workflows within the CSM Configurable Workspace, optimizing interaction handling, and improving collaboration and knowledge management.
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Key Features
- Dock in CSM Configurable Workspace: Agents can minimize drafts of comments, work notes, and emails to a dock at the bottom of the workspace, providing a centralized view of all active drafts.
- Form Template Enhancements: Conditional templates with field-level conditions and dynamic population of email body text using values from Case and related tables save time and improve consistency.
- Workspace Record Page Interoperability: Agents can access ITSM pages (Incident, Change) seamlessly within CSM Configurable Workspace, enabling cross-workspace record viewing.
- AI Interaction Wrap-up: AI assists agents by auto-generating wrap-up codes and notes during interaction closure, reducing manual effort.
- Visual Indicators for Unsaved Changes: Icons and background colors highlight form fields with unsaved changes to prevent data loss.
- Knowledge Center Article Editor: Agents can create and edit knowledge articles directly within the CSM Configurable Workspace.
- Unread Email Count & Previews: Interaction tabs display unread email counts and previews on hover for improved email management.
- Activity Timer Log: Tracks time spent on cases and interactions, with detailed reporting for productivity insights.
- Editable Record Headers: Enables direct editing of the short description on key record pages, streamlining updates.
- Collaboration and SLA Components: Real-time communication via the Collaborate component and SLA visibility on the Front-line case page enhance case resolution.
- Email Interaction Enhancements: Drafts can be minimized, activities viewed in reverse order, and contacts looked up and linked via a new lookup component.
- Create Actions on Front-line Case Page: Agents can create various record types (e.g., incidents, knowledge gaps) via a modeless dialogue for multitasking efficiency.
- Attachment Viewing in Modeless Dialogs: Simplifies reviewing attachments without losing workspace context.
- Auto-dismiss Alerts: Info, Low, and Moderate alerts auto-dismiss after five seconds to reduce visual clutter, while Critical and High alerts remain persistent.
- Increased Active Tabs: Agents can open up to 20 active tabs, doubling previous capacity for multitasking.
- Multiple Lists in Primary Tabs: Enables opening multiple lists in different primary tabs for seamless context switching.
- Granular Admin Roles: Allows assignment of feature-specific roles to improve security and reduce over-privileged accounts.
- Improved Knowledge Article Link Insertion: Links inserted from Recommended Actions now show article titles alongside numbers as clickable hyperlinks on various record pages and email bodies.
Activation and Plugin Information
CSM Configurable Workspace requires activation of the Customer Service plugin and must be installed via the ServiceNow Store. The Australia release introduces new plugins such as Special Handling Notes and deprecates older plugins, migrating some to store applications. Upgrading to Australia installs these store apps automatically.
Browser Requirements
ServiceNow workspaces do not support mobile devices, Internet Explorer, or Microsoft Edge (legacy). Supported browsers include Microsoft Edge - Chromium and other modern browsers to ensure full functionality of the workspace.
Related Applications and Features
- Customer Service Management: Core application for managing external customer service and support.
- Now Assist for CSM: AI-powered summarization of chats, case details, and resolution notes.
- Next Experience UI Builder: Low-code tool for building workspace and portal UI pages.
- Workspace UI: Graphical interface consolidating tools agents need to resolve issues effectively.
- CSM Configurable Workspace: Customer service-specific workspace providing tier 1 agents with tailored tools for case response and resolution.
The ServiceNow® Agent experience for CSM provides customer service agents with the tools that they need to find, research, and resolve customer issues and questions. Agent experience for CSM was enhanced and updated in the Australia release.
Agent experience highlights for the Australia release
- Minimize drafts of comments, work notes, and emails to a dock at the bottom of CSM Configurable Workspace and keep track of documents in this centralized location.
- Enable agents to work from a single location with the ability to view CSM Configurable Workspace record pages in other workspaces.
- Populate interaction wrap-up codes and notes by using AI, saving agents time.
- Auto-populate record fields and email drafts with dynamic values using form templates.
See CSM Configurable Workspace for more information.
Important:
CSM Configurable Workspace is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.
New in the Australia release
- Dock in CSM Configurable Workspace
- Enable agents to minimize drafts of comments, work notes, or emails to a dock at the bottom of the workspace page. This centralized location provides agents with the ability to see all current drafts at a glance.
- Form template enhancements
- Save time and promote consistency by creating conditional templates, setting field-level conditions, and automatically populating email body text. Populate these fields using dynamic values from the Case table and related tables. Preview template changes before applying them to a record.
- Workspace record page interoperability
- Enable agents to use record pages between CSM Configurable Workspace and ITSM
Service Operations Workspace. The following ITSM pages are interoperable across CSM:
- Incident page
- Change page
- AI interaction wrap-up
- Provide agents with AI assistance during the interaction wrap-up period. This feature generates wrap-up content for interaction records, such as the wrap-up code and notes.
- Highlight fields with unsaved changes
- Use visual indicators in CSM Configurable Workspace such as icons and background colors to indicate form fields with unsaved changes.
- Knowledge Center article editor available in CSM Configurable Workspace
- Use the Knowledge Center article editor to create and edit knowledge articles in CSM Configurable Workspace. Agents can access the editing capabilities available in the article editor to format knowledge article content such as text, images, and media.
- Unread email count on interaction tabs
- Displays the number of unread email messages on interaction tabs in CSM Configurable Workspace. Hovering over a tab displays a tooltip with a preview of the most recent email.
- Activity timer log
- Track the time that agents spend working on cases and interactions in CSM Configurable Workspace. View a time log report to see detailed records of the time spent on projects and tasks.
Changed in this release
- Editable record headers
- Enables agents to edit the short description of a record directly from the header field. This feature is available on the following record pages:
- Front-line case page
- CSM Interaction record page
- CSM default record page
- Collaborate component in CSM Configurable Workspace
- Use the Collaborate component in the contextual side panel in CSM Configurable Workspace to communicate and collaborate with stakeholders in real time to resolve cases.
- SLA component on the Front-line case page
- Use the Service Level Agreement (SLA) component in the contextual side panel on the Front-line case page to view SLAs. The SLA cards appear in the Record Information tab below the record information card.
- Email Interaction record page enhancements
- Minimize drafts to a dock at the bottom of the workspace page in the inline modeless composer. View activities in the activity feed at the top of the page in reverse order, with the newest entries displayed at the bottom.
- Lookup component added to the Email Interaction record page
- Enable agents to look up contacts and consumers by name, phone number, or email address and link them to a record.
- Create actions on the Front-line case page
- Create different types of records by using the Create button on the Front-line case page. Selecting an action from the Create button, such as creating an incident or a knowledge gap, opens the form in a modeless dialogue.
- View attachments in modeless dialogs
- Enable agents to access and review attachments in modeless dialogs instead of workspace tabs. Agents can easily view attachments while also viewing case information and drafts of emails, comments, or work notes.
- Auto-dismiss alerts in CSM Configurable Workspace
- Reduce visual clutter through auto-dismissible alerts, which are enabled by default for Info, Low, and Moderate alerts, with a default timer of five seconds. Critical and High alerts remain persistent to ensure important notifications stay visible.
- Maximum number of active tabs in CSM Configurable Workspace
- Agents can open up to 20 active tabs (previously 10) in CSM Configurable Workspace to handle multiple tasks simultaneously without losing context.
- Open multiple lists in separate primary tabs
- Agents can now open multiple lists in different CSM Configurable Workspace primary tabs, enabling seamless context switching between lists without losing their current workspace view.
- Granular admin roles
- Enhance security, reduce over-privileged accounts, and enable flexible, task-focused permission management by assigning granular, feature-specific roles to replace broad admin access.
Activation information
CSM Configurable Workspace is available with activation of the Customer Service plugin (com.sn_customerservice). For details, see Activate Customer Service Management.
Install CSM Configurable Workspace by requesting it from the ServiceNow Store. Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Plugin information
- New plugins
-
The following plugins are new in Australia:
- Special Handling Notes (sn_shn): Create notes to bring to the user's attention important information about individual records, such as a case or account record.
- Special Handling Notes Demo Data (com.snc.shn_demo): Provides the Special Handling Notes application demo data.
- Deprecated plugins
-
The following plugin is deprecated in Australia:
Customer Service CTI Demo Data (com.snc.customerservice_cti_demo): ServiceNow Voice with Amazon Connect provides the latest experience for this functionality.
- Plugins planned for deprecation
-
The listed plugins are planned for deprecation in a future release.
Beginning with the Australia release, these plugins will be migrated to store applications. Upgrading your instance to the Australia release automatically installs the store applications.- CSM Configurable Workspace Special Handling Notes (com.snc.uib.special_handling_notes)
- CSM Account Hierarchy (com.snc.sn_csm_account_hierarchy_uib)
- Resolution Shaper (com.sn_resolutionshaper)
- sn-component-workspace-ribbon (com.sn_component_workspace_ribbon)
- Special Handling Instruction (app_sn_shn)
- Special Handling Notes Demo Data (app_sn_shn)
- sn-component-account-hierarchy (com.sn_component_account_hierarchy)
- sn-component-workspace-shn (com.sn_component_workspace_shn)
Browser requirements
ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.