CSM Configurable Workspace

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of CSM Configurable Workspace

    CSM Configurable Workspace is an intuitive user interface designed for customer service agents, providing essential tools for efficiently addressing customer inquiries and resolving issues. It streamlines agent workflows through a multi-tab layout, allowing concurrent management of multiple cases while offering machine learning-driven automated suggestions and alerts for potential major incidents.

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    Key Features

    • Optimized Layout: Agents can manage multiple issues in a single focused work area.
    • Automated Suggestions: Machine learning features expedite issue resolution.
    • Incident Notifications: Alerts for significant incidents based on frequency and impact.
    • Live Activity Feed: Keeps agents updated with analytics and important insights.
    • UI Builder: Allows the configuration of custom page layouts and components, enhancing the workspace experience.

    Key Outcomes

    By using CSM Configurable Workspace, agents can expect improved efficiency in handling customer service tasks, faster issue resolution, and better management of customer interactions. The workspace facilitates a more organized approach to service delivery, ultimately leading to enhanced customer satisfaction.

    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 is available from the ServiceNow Store. CSM Configurable Workspace enables agents to engage with customers, answer questions, create cases, and resolve issues.

    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.