Agent experience for CSM release notes

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of Agent experience for CSM release notes

    The ServiceNow® Agent Experience for Customer Service Management (CSM) equips agents with enhanced tools to efficiently find, research, and resolve customer issues. The Xanadu release introduces significant updates to improve agent productivity and usability, including email composition enhancements and new testing capabilities.

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    Key Features

    • Email Enhancements: The Compose Email modeless dialog now features a collapsible header for address fields (To, Cc, Bcc, Subject) to optimize working space, quick-access icons to discard drafts, apply templates, view recent drafts, and add attachments, and it opens with the last saved draft for continuity.
    • Quick Start Tests for CSM: New automated tests help verify CSM functionality after upgrades or new deployments. Customers who have customized CSM can copy and tailor these tests to their environments.
    • Accessibility Improvements: Updated case playbook templates support reflow, enabling content zoom up to 400% without loss of functionality, aiding users with low vision or those using smaller screens or varying device conditions.
    • CSM Configurable Workspace: Replaces the deprecated CSM Agent Workspace, offering the latest agent tools tailored for tier 1 customer service agents. This workspace must be installed via the ServiceNow Store.

    Important Updates and Considerations

    • Deprecation: The CSM Agent Workspace is no longer supported starting with this release. Customers should transition to CSM Configurable Workspace for continued enhancements and support.
    • Activation: CSM Configurable Workspace is available through the ServiceNow Store and requires installation upon request.
    • Browser Support: ServiceNow workspaces do not support mobile devices, Internet Explorer, or legacy Microsoft Edge. Supported browsers include Microsoft Edge based on Chromium and others listed in ServiceNow’s browser support documentation.
    • Accessibility Controls: Reflow functionality can be disabled via system properties if needed, providing flexibility for different user requirements.

    Related Applications and Features

    • Customer Service Management: Core application to manage customer support and service delivery.
    • Now Assist for CSM: AI-powered assistant to summarize chats, case details, and generate resolution notes.
    • Next Experience UI Builder: Low-code tool for building workspace and portal interfaces using standard and custom components.
    • Workspace: A graphical interface consolidating agent tools; CSM Configurable Workspace is a specialized implementation for customer service scenarios.

    This release enhances agent productivity through streamlined email capabilities, improved accessibility, and reliable testing tools, while guiding customers to adopt the latest workspace experience for optimal support operations.

    The ServiceNow® Agent Experience for CSM provides customer service agents with the tools they need to find, research, and resolve customer issues and questions. Agent Experience for CSM was enhanced and updated in the Xanadu release.

    Agent experience for CSM highlights for the Xanadu release

    • Expand and collapse the header in the Compose Email modeless dialog to edit address fields or increase your working space in the email body.
    • Use icons to quickly access email tools such as applying a template or adding an attachment.
    • Open the Compose Email modeless dialog with the last saved email draft.

    See CSM Configurable Workspace for more information.

    Important:
    CSM Configurable Workspace is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

    New in the Xanadu release

    Quick start tests for Customer Service Management
    After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management, copy the quick start tests and configure them for your customizations.

    Changed in this release

    Email enhancements
    The Compose Email modeless dialog includes the following enhancements:
    • A collapsible header that includes the To, Cc, Bcc, and Subject fields.
    • Icons in the footer that enable you to discard the current email draft, apply a template, view a list of recent email drafts, and add attachments.
    • Compose Email modeless dialog that you can open to see the last saved email draft.

    Deprecations

    Starting with the Xanadu release, CSM Agent Workspace is no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base. CSM Configurable Workspace provides the latest experience for this functionality.

    Activation information

    Install CSM Configurable Workspace by requesting it from the ServiceNow 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.

    Browser requirements

    ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.

    Accessibility information

    The following templates were updated to support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels.

    This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.

    Related ServiceNow applications and features

    Customer Service Management
    Use the Customer Service Management application to provide the service and support that your external customers need.
    Now Assist for CSM
    Use the ServiceNow® Now Assist for CSM application to summarize customer chat conversations on interactions, summarize case details, and generate case resolution notes.
    Next Experience UI Builder
    Next Experience UI Builder is a low-code web user interface builder that enables developers to build pages for workspace and portal web-based experiences. Use the base system and custom web components to build your pages.
    Workspace
    ServiceNow® Workspace is a graphical user interface that puts multiple tools on one page, including the tools that agents they need to find, research, and resolve issues. CSM Configurable Workspace is a customer service-specific implementation that provides tier 1 agents with the tools that they need to respond to customers and to resolve cases.