CSM default record page

Release version: Yokohama

Updated January 30, 2025

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Summary of CSM default record page

The CSM default record page is a core component within the Customer Service Management (CSM) Configurable Workspace, designed to support agents in managing cases efficiently. It provides a comprehensive interface for creating, monitoring, and resolving cases, incorporating record details, communication tools, and issue resolution suggestions. This page is also referred to as the standard record page and is included in the Yokohama release.

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Key Features

Record Presence: This feature enables agents to see other users currently viewing the same record, facilitating real-time collaboration. User presence is indicated by icons in the form header, with additional details accessible via hover or click actions.
Email Templates: Integrated into the CSM default record page, this feature allows agents to quickly compose emails using predefined templates. These templates can prefill recipients, sender, subject, and message body fields, streamlining communication. System administrators can configure these templates via the Email Client Templates module.
Email Composition Options: Agents can create emails directly from case records either through the activity stream or the More actions menu. When composing, agents can apply email templates to auto-populate email content, enhancing efficiency and consistency in communications.
Recommended Actions: This tab offers AI-powered search functionality and Suggested Actions to assist agents in resolving cases. The AI search initially suggests knowledge articles based on the case's short description and allows further keyword searches. Agents can interact with search results by attaching links, copying, or opening related records such as cases, incidents, problems, or requests.
Suggested Actions: Provides context-sensitive recommendations or field value suggestions based on the current record, improving agent decision-making and workflow.

Practical Benefits for ServiceNow Customers

Enhances agent collaboration through the record presence feature, ensuring better communication and coordination.
Speeds up email communication by using configurable templates, reducing repetitive typing and errors.
Improves case resolution efficiency by leveraging AI-driven Recommended Actions that surface relevant knowledge and linked records.
Supports administrators in tailoring email templates and Recommended Actions to fit organizational needs.
Provides a streamlined and integrated workspace experience that consolidates case management and communication tools.

The CSM default record page provides CSM case management features and functionality and enables agents to create, monitor, and resolve cases.

The CSM default record page includes the basic structure for a record page, including record information, a communication interface, and suggestions for issue resolution. This page is also known as the standard record page.

The CSM default record page provides agents with an overview of case record details and the activity stream. It also provides access to multiple features in the contextual side panel. — Figure 1. CSM default record page

The CSM default record page is included with the CSM/FSM Configurable Workspace experience.

Record presence feature

The CSM default record page and the CSM Interaction record page include the record presence feature. This feature allows agents to see other users who are viewing the same record and enables easy collaboration.

The user presence component displays an icon in the form header that shows the user who is currently viewing the record. For three or more users, the component displays two icons plus a number that represents additional users.

Hover over an icon to see more information about a user.
Click the number icon to see more information about the additional users.

For more information about this feature, see User presence.

Email templates feature

The CSM default record page includes the Email Templates feature. CSM Configurable Workspace pages that use the CSM default record page include the Email Templates tab in the contextual side panel.

These templates contain default values for fields that agents can easily add to email messages in the Compose panel on case records. These default values can include the recipients (email addresses in the To, Cc, and Bcc fields), the sender, the subject of the email, and text to include in the message body.

Users with the system administrator role can configure email templates by navigating to All > Email Client > Email Client Templates and selecting New. For more information, see Create an email client template.

Agents can use this feature to do the following:

View available email templates.
Select an email template to display the template details.
Apply the selected template to an email in the Compose panel.

For more information, see Compose an email from an email template.

Creating emails and applying email templates

Customer service agents can create emails from case records in the following ways:

By selecting Email at the top of the activity stream to open the Compose Email component.
By selecting the More actions () menu in the case activity bar and then selecting Compose email to open a draft email in a new tab.

When creating emails, agents can apply templates to add content to the draft emails, such as the subject line and message body. To apply a template:

Select the Apply email templates icon () in the Compose email footer.
The system displays a list of available templates. It does not display quick messages or response templates.
Select a template from the list. You can also search for a specific template.
The system adds the contents of the template to the body of the email.

Note:

If no templates are available, the icon does not appear in the footer.

Recommended Actions feature

The Recommended Actions tab includes AI search functionality and Suggested Actions.

AI search tab: Agents can use AI search to find relevant resources or resolutions for customer issues. The search feature displays an initial set of search results based on the text in the case short description. This initial set of results includes knowledge articles. Agents can also enter different search keywords and repeat the search. From the list of search results, agents can select a source to see search results of that type.

The following table shows the actions that an agent can perform on search results:

Table 1. Source type and guidance actions on the CSM default record page
Source type	Guidance actions
Knowledge base articles	Attach and add a link in email. Attach and add a link in comment. Add a link in work note. Copy a link. Read an article. Mark an article as helpful.
Cases	Show or copy a resolution for resolved cases. Link or open a case.
Incidents	Link an incident. Open an incident.
Problems	Link a problem. Open a problem.
Requests	Link a change request. Open a change request.

For all the other source types, default guidance is supported. The Default guidance for search results is a guidance that can be used for any search sources that don't have mapped guidances. For more information on default guidance, see Default guidance for search results.

For more information on how to avail the AI search feature in Recommended Actions, see Enable AI search in Recommended Actions.

For more information, see Use AI search in Recommended Actions to resolve cases.

Note:

Using Recommended Actions in the contextual side panel requires the Recommended Actions application (sn_cs_nb_action) which is included with the CSM Configurable Workspace application.

Suggested Actions tab: This tab displays relevant actions to agents based on a context of a record or recommend a value for a field. For more information on how to configure contexts to display relevant actions for the agent, see Recommended Actions.