Using Configurable Workspace

  • Release version: Xanadu
  • Updated January 30, 2025
  • 1 minute to read

    • Get familiar with your ServiceNow workspace.

    A workspace is a suite of tools that provides agents, case managers, help desk professionals, and managers with tools to help answer customer questions and resolve customer problems. ServiceNow provides many workspaces, each is targeted at a specific user. For example, workspaces are designed for tier 1 agents who solve internal or external customer issues.

    Workspaces include all the tools that agents need to find, research, and resolve issues. ServiceNow provides different workspaces for different issue types. For example, agents using IT Service Management Workspace (ITSM) track and resolve IT issues. Agents using Customer Service Management Workspace (CSM) resolve customer cases, such as sending a piece of computer hardware to fulfill a customer's request.

    Key features

    Single-pane view

    Agents can see all details that are related to an issue in one place.


    Workspace single pane.
    Integrated communication channels

    Agents can communicate in real time with customers by Agent Chat or phone in the same interface.


    Workspace chat and phone.
    Integrated email client

    Agents can read and respond to emails side by side.


    Workspace Activity Stream email client.
    Agent assistance

    Agents can close cases and incidents faster with artificial-intelligence-assisted recommendations.


    Workspace Agent assist.
    Playbook
    Agents can accomplish business process workflows in a simple, task-oriented view.
    Workspace Playbook workflow.

    Dynamic Translation
    Support for dynamic translation for string, text area, and wide text is available in Workspace.

    Functionality not supported

    Guided Tours
    Guided Tours is not supported in Workspace.