CSM Agent Workspace

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • CSM Agent Workspace is one of two workspaces available for the Customer Service Management application. If you need to integrate Customer Service Management with other ServiceNow applications, such as ITSM, ITOM, or PPM, consider using the CSM Agent Workspace.

    Important:
    CSM Agent Workspace is now deprecated and no longer supported or available for new activation. CSM Configurable Workspace provides the latest experience for this functionality. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.
    CSM Agent Workspace enables you to integrate Customer Service Management with the following applications:
    • IT Service Management (ITSM): Use this integration to create request, incident, problem, and change records from customer service cases and enable external users to view these records from the Customer and Consumer Service Portals.
    • IT Operations Management (ITOM): Use this integration to create cases proactively from alerts either manually or through automation and track the accounts and the corresponding install base items affected by the alert.
    • Integrating with Customer Project Management: Use this integration to create projects and project tasks for your customer accounts and provide end users with visibility into their projects and tasks from the Customer Service Portal.
    Note:
    To use the tasks and workflows provided with these integrations, be sure to configure CSM Agent Workspace.