---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Workforce Optimization for CSM Agent Workspace

# Workforce Optimization for CSM Agent Workspace {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Manage your profile and schedule using Agent Workspace. Use coaching to review and
complete assigned training.  
Important:  
To access the next generation of the Workforce Optimization for Customer Service application, transition to the Workforce Optimization for Customer Service application that is available from the ServiceNow Store. You can now configure Workforce Optimization for Customer Service using the [UI Builder](https://www.servicenow.com/docs/access?context=ui-builder-overview&version=xanadu&pubname=xanadu-application-development&ft:locale=en-US). For more information see, [Workforce Optimization for Customer
Service](https://www.servicenow.com/docs/iJxt8BQtww_noyh9pBEKmA "Manage and maintain the productivity of your workforce from a single application using Workforce Optimization for Customer Service. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.").

The image below displays the agent work flow between the different modules in Workforce Optimization for Customer Service.

The Workforce Optimization for Customer Service features are accessible when the
administrator activates the plugin (com.snc.wfo_csm). This plugin activates related plugins that
enable agents to use the Channel Management, Scheduling, Coaching, and Teams applications in
Workforce Optimization for Customer Service.