CSM Configurable Workspace record pages

  • Release version: Yokohama
  • Updated June 9, 2025
  • 3 minutes to read
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    Summary of CSM Configurable Workspace record pages

    CSM Configurable Workspace record pages define the structure and presentation of records such as cases, incidents, and tasks within the Customer Service Management (CSM) environment. These pages consist of layouts, containers, and components to display record information effectively. Some pages utilize advanced logic through presets, controllers, and extension points to enhance reusability, simplify configuration, and improve upgrade compatibility.

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    Several predefined record pages are included with CSM Configurable Workspace, allowing customers to use them directly or customize them to meet specific needs. The system selects default record pages based on an order value, with the lowest order number page used to display records by default.

    Available Record Pages

    • CSM default record page: Enhanced for case management and supports generative AI features via Now Assist for CSM.
    • CSM Interaction record page: Designed for interaction management with CSM-specific features and generative AI support.
    • Front-line case page: Simplified view tailored for front-line agents to quickly gather context and respond efficiently.
    • CSM voice interaction record page: Provides integration components for Contact Center as a Service (CCaaS) and an interface for managing customer phone calls.
    • Record default: Basic structure for records; also known as the standard record page but no longer supported with patches and fixes.
    • Interaction record page: Basic structure for interaction records; also no longer supported with patches and fixes.

    Record Page Elements

    • Layouts: Define component positioning and CSS styling for visually appealing pages.
    • Containers: Hold one or more components within the page.
    • Components: Building blocks such as Heading, Image, List, Form, and Button that agents use to interact with data.
    • Presets: Configuration instruction sets that simplify component setup and automate data binding by linking components to controllers.
    • Controllers: Encapsulate complex business logic, data management, scripting, and event handling to support component functionality.
    • Extension points: Allow inheritance of controllers by subpages and enhance upgrade capabilities.

    Default Record Pages and Upgrade Considerations

    New customers using the Z-boot release see the CSM default record page and CSM Interaction record page as defaults. Existing customers retain their customized record pages after upgrades. Note that the Record default and Interaction record pages are no longer supported with patches and fixes.

    Customers can configure which record pages serve as defaults by setting their order value, ensuring the system uses the preferred page to display records.

    A record page provides the base structure for how a record is displayed in CSM Configurable Workspace. This includes records such as cases, incidents, and tasks.

    Record page overview

    Record pages include elements such as layouts, containers, and components to display record information. Some record pages, including the CSM default record page and CSM Interaction record page, leverage additional logic using presets, controllers, and extension points. Pages with preset and controller logic benefit from reusability because they automatically inherit styling, events, and data binding. This reusability makes simplifies configuration and makes the pages upgrade friendly.

    Several record pages are included with CSM Configurable Workspace. You can use these record pages as is or you can customize them to suit your needs. For more information about customizing record pages, see Manage UI Builder pages and page variants.

    Each record page has an order value. The system uses the pages with the lowest order values as the default record pages. When the system displays information in CSM Configurable Workspace, such as interaction and case records, it uses the elements in the default pages to determine the page appearance.

    Available record pages

    Several record pages are included with CSM Configurable Workspace.

    Table 1. CSM Configurable Workspace record pages
    Page Description
    CSM default record page
    This page builds on the Record default page and includes specific features for case management.
    Note:
    Use this page to display generative AI elements and functionality available with Now Assist for Customer Service Management (CSM).
    CSM Interaction record page
    This page builds on the interaction record page and includes CSM-specific features for interaction management.
    Note:
    Use this page to display generative AI elements and functionality available with Now Assist for Customer Service Management (CSM).
    Front-line case page This page is designed for front-line agents. It provides a simplified case view that enables agents to quickly gather context, categorize cases, and provide prompt responses to customers.

    CSM voice interaction record page

    This page provides a component that customers can use for integration with Contact Center as a Service (CCaaS) providers and an interface that agents can use to handle customer phone calls.
    Record default
    This page provides the basic structure for a record page, including record information, a communication interface, and suggestions for issue resolution. This page is also known as the standard record page.
    Note:
    The Record default page is no longer supported with patches and fixes.
    Interaction record page
    This page provides the basic structure for an interaction record, including interaction information and related search results.
    Note:
    The Interaction record page is no longer supported with patches and fixes.

    Record page elements

    Record pages are made up of different elements that determine how record information is displayed in CSM Configurable Workspace.

    Table 2. Record page elements
    Element Description
    Layouts The metadata that determines how components are positioned on a page and what CSS rules apply. Layouts enable you to create useful and visually appealing pages.
    Containers Hold one or more components on a page.
    Components Components are the building blocks that you use to create pages. End users, such as agents, use components to view and interact with data. Commonly used components include Heading, Image, List, Form, and Button.

    For more information about components and component configuration, see the ServiceNow® Developer site.
    Presets A preset is a set of instructions that define configuration values for a specific component. A preset also specifies how a component connects to a controller. Using presets can simplify component configuration and enable you to avoid manual data binding.
    Controllers A controller combines the complex business logic, including data brokers, state parameters, scripting, and event management, into a single entity. Presets use the data in a controller to auto-configure a component.
    Extension points An extension point enables subpages, such as viewports and page collections, to inherit controllers from the parent page. Extension points also improve the ability to upgrade.

    Default record pages

    Each record page has an order number and the page with the lowest order number is the default page. When the system displays a record in CSM Configurable Workspace, it uses this default page to display the record information.

    New Z-boot customers see the following pages by default:
    • CSM default record page
    • CSM Interaction record page
    Upgrade customers retain their custom record pages. However, the following pages are no longer supported with patches and fixes:
    • Record default
    • Interaction record page

    For more information about setting the default record pages, see Set record page order.