CSM Configurable Workspace

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of CSM Configurable Workspace

    CSM Configurable Workspace is a specialized user interface designed to help customer service agents and related professionals efficiently address customer inquiries and resolve issues. It consolidates multiple tools into a single, intuitive workspace that enhances agent productivity by supporting concurrent case handling, automated resolution suggestions powered by machine learning, and real-time notifications of potential major incidents. The workspace also includes live activity feeds and analytics to keep agents informed and enable faster decision-making.

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    Key Features

    • Multi-Tab Interface: Allows agents to manage multiple cases simultaneously within a contextual and streamlined layout.
    • Automated Suggestions: Machine learning-driven recommendations help agents resolve issues more quickly and accurately.
    • Incident Notifications: Alerts agents to potential major incidents based on issue frequency and impact.
    • Live Activity Feed and Analytics: Provides continuous updates and insights relevant to ongoing cases.
    • Customizable Pages and Variants: Workspaces use configurable pages that can be created, duplicated, or customized via UI Builder, enabling tailored workflows and layouts.
    • UI Builder Integration: A web-based tool to build and configure page layouts, components, and custom solutions within the workspace.

    Application Information

    The CSM Configurable Workspace application (com.snc.uib.csmagentworkspace) activates with the Customer Service plugin and depends on the Customer Central plugin starting with the Yokohama release. It is available for download and installation from the ServiceNow Store, allowing organizations to extend their customer service capabilities with a flexible and efficient agent workspace.

    Additional Resources

    • Workspace Tutorials: Step-by-step guides are available for agents beginning work with records or chats within the workspace.
    • Documentation: Further information on workspace components, page creation, and UI Builder usage is provided to support customization and optimization.

    CSM Configurable Workspace is a user interface that provides agents with the tools they need to answer customer questions and resolve customer issues.

    The Workspace UI is built to improve agent efficiency and facilitate resolutions. From a single view, agents can:

    • Work on multiple issues concurrently in an optimized, intuitive layout.
    • Resolve issues faster with automated suggestions powered by machine learning.
    • Get notified of potential major incidents based on issue frequency and impact.
    • Keep informed of updates and surface important insights with a live activity feed and analytics.

    CSM Configurable Workspace overview

    A workspace is a suite of tools in a single focused work area that enables a user to efficiently complete an entire job. It provides users such as customer service agents, managers, and help desk professionals with tools to help answer customer questions and resolve issues.

    A workspace also includes features that enable a user to be more efficient, including a multi-tab interface for managing multiple cases and a contextual display that provides quick orientation to the current task. For more information about the key features that make up a workspace, see Exploring Workspace.

    Workspaces use pages and page variants to display table and record information. Some pages are provided with the CSM Configurable Workspace application. For more information, see CSM Configurable Workspace record pages.

    You can also create pages, either from a template or from scratch, or you can duplicate and customize an existing page variant. You can create and customize pages and variants using UI Builder, a web user interface builder. For more information, see Creating pages and page variants.

    UI Builder

    UI Builder is a web user interface builder that enables you to build pages for workspaces. With UI Builder, you can:
    • Configure page layouts and components.
    • Extend and deploy custom components in a workspace.
    • Leverage UI Builder components to build additional solutions.
    For more information about working with pages and components, see the following topics:

    Workspace tutorials

    The following tutorials describe the different parts of a workspace and give you an overview of how a workspace works.

    Application information

    The CSM Configurable Workspace application (com.snc.uib.csm_agent_workspace) is activated with the Customer Service plugin (com.sn_customerservice).

    Starting with the Yokohama release, CSM Configurable Workspace has a dependency on the Customer Central plugin. For more information, see Customer Central plugin.

    The CSM Configurable Workspace application is available from the ServiceNow Store.

    Request apps on the Store

    Visit the ServiceNow Store website 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.