Components installed with CSM workspaces

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Components Installed with CSM Workspaces

    The CSM workspaces provide essential components for customer service management, including roles, form views, tables, and lists designed to enhance the efficiency of customer service agents. This enables agents to access and manage customer cases effectively within the ServiceNow platform.

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    Key Features

    • Roles: The agent workspace user role (agentworkspaceuser) is linked to the Service Management agent role, allowing access to the Agent Workspace for CSM.
    • Form Views: Agents view forms in either the CSM Workspace form view (workspacecsm) or the standard Workspace form view based on record type availability.
    • Tables: Various Customer Service Management tables are included, each with specific layouts for both Workspace and CSM Workspace views.
      • Workspace View Tables: Includes Case, Consumer, Account, Contact, and more.
      • CSM Workspace View Tables: Interaction and Location tables are tailored for the CSM Workspace view.
    • Lists: Configurable lists and filtered lists are available for customer service agents, such as "My Cases," "My Open," and "Major Cases," facilitating efficient case tracking and management.

    Key Outcomes

    By utilizing these components, ServiceNow customers can streamline customer service operations, improve case management visibility, and enhance overall agent productivity. The structured access to roles, forms, tables, and lists equips agents with the necessary tools to address customer needs promptly and effectively.

    Several types of components are installed with CSM workspaces.

    Roles

    The agent workspace user role (agent_workspace_user) is added to the Service Management agent (sn_esm_agent) role. The role is required to access Agent Workspace for CSM.

    Form views

    Customer service agents see forms in the CSM Workspace form view (workspace_csm), if they exist for certain record types. Otherwise, agents see forms in the Workspace form view.

    Tables

    In CSM workspaces, a number of Customer Service Management tables are provided with the Workspace and CSM Workspace view layouts.

    Tables in Workspace view
    The Workspace view is provided for the following tables:
    • Case (sn_customerservice_case)
    • Consumer (csm_consumer)
    • Account (customer_account)
    • Contact (customer_contact)
    • Account Relationship (account_relationship)
    • Asset (alm_asset)
    • Contract (ast_contract)
    • Product Model (cmdb_model)
    • Entitlement (service_entitlement)
    • Task (sn_customerservice_task)
    • Appointments (sn_customerservice_appointment)
    • Contact Relationship (sn_customerservice_contact_relationship)
    • Escalation (sn_customerservice_escalation)
    • Order (csm_order)
    • Order Case (csm_order_case)
    • Special Handling Notes (sn_shn_notes)
    • Order Line Item (csm_order_line_item)
    • Asset Contact (sn_customerservice_m2m_asset_contact)
    • Account Team Member (sn_customerservice_team_member)
    • Social Profiles table (sn_app_cs_social_social_profile)
    • Social Logs table (sn_app_cs_social_social_log)
    • Knowledge Applied to Tasks table (m2m_kb_task)
    Tables in CSM Workspace view
    The CSM Workspace view (workspace_csm) is provided for the following tables:
    • Interaction (interaction)
    • Location (cmn_location)
    The CSM Workspace view for these tables is similar to the respective default platform interface view.

    Lists

    The list categories and filtered lists that have been configured for customer service agents in CSM workspaces.
    Table 1. Lists and filtered lists for Customer Service agents
    List Category Filtered Lists Description
    Cases My Cases Cases assigned to the customer service agent.
    My Open Open cases assigned to the customer service agent.
    Unassigned for my groups Cases that belong to any of the customer service agent's groups but have not been assigned to an agent.
    All All customer service cases.
    Major Issue Management Major Cases Major cases that have been accepted.
    Customer Accounts A list of customer accounts.
    Partners A list of partner accounts.
    Contacts A list of customer contacts.
    Consumers A list of consumers.
    Interactions My Interactions Interactions that are assigned to the customer service agent (agent's name appears in the Assigned to field on the interaction record).
    Knowledge My Knowledge Articles Knowledge articles authored by the customer service agent (agent's name appears in the Author field).
    Note:
    This list appears in the list panel when the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer) is activated.
    Catalog Tasks Assigned to my groups Catalog tasks assigned to the current agent's groups.
    Note:
    Additional filtered lists appear in the list panel when a customer service agent also has the itil role.