--- sourceDocument: Yokohama Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/customer-service-management Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # CSM Configurable Workspace form templates # CSM Configurable Workspace form templates {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of CSM Configurable Workspace form templates CSM Configurable Workspace form templates enable ServiceNow customers to create and edit reusable templates for CRM Workspace. These templates automatically populate fields on case and interaction records, streamlining the creation and submission process by pre-filling selected values. Templates are managed and accessed through the Templates tab in the contextual side panel of CRM Workspace. Show full answer Show less ## Key Features * **Templates tab:** Provides easy access to form templates, organized into three lists---Favorites (user-marked templates accessible across records), My Templates (templates created by the user), and All (all templates available to the user). * **Template cards:** Each template is displayed as a card showing its name, description, last used timestamp, and a star icon for marking favorites. * **Template management:** Users can create new templates, edit existing ones, search templates by keyword, and sort templates alphabetically or by last used. * **Template form:** Allows defining template details such as name and target table, plus configuring specific fields and their values to apply automatically to records. The form includes numbered rows for easy reference of fields and update values. * **Use with comments and work notes:** Templates can add predefined content to Additional comments and Work notes fields on case records, posting this content directly to the activity stream through a modeless dialog interface. ## Practical Benefits By using form templates, ServiceNow customers can: * Accelerate record creation and reduce manual data entry by pre-populating fields consistently. * Standardize comments and work notes for improved communication and record keeping. * Quickly find and reuse frequently used templates via favorites and search functionality. * Maintain control over templates with the ability to create, edit, and manage them directly within CRM Workspace. Create and edit form templates for use in CRM Workspace and then use the templates to automatically populate fields on records. Form templates simplify the process of creating and submitting new records by populating fields with selected values. In CRM Workspace, form templates are available in the Templates tab in the contextual side panel. From the Templates tab, you can do the following: * View template cards that display information including the template name, description, and when the template was last used. * View different lists of templates, including Favorites, My Templates, and All. * Mark templates as Favorites by selecting the star icon on the template card. * Sort the available templates alphabetically or by last used. * Create a new template by selecting the Create icon (+) at the top of the Templates tab. * Edit an existing template by selecting the More actions icon on the template card and then selecting Edit. {#csm-workspace-form-templates__ul_brj_nfs_4dc} ## Templates tab {#csm-workspace-form-templates__section_rsb_4j2_fdc} The Templates tab in the contextual side panel includes form templates that are available to the current user. This tab includes three lists of templates: * Favorites: Templates that the user has marked as a favorite by selecting the star icon on the template card. The templates that are added to this list are accessible across different records. * My Templates: Templates created by the user. * All: All templates available to the user. {#csm-workspace-form-templates__ul_khv_xgs_4dc} Within each list of templates, users can do the following: * Search for templates by entering a keyword in the search box. * Sort the available templates, either last used or alphabetically, by making a selection from the drop-down menu. {#csm-workspace-form-templates__ul_iq3_hhs_4dc} Figure 1. Templates tab with template cards ## Template cards {#csm-workspace-form-templates__section_xhv_phs_4dc} The Templates tab displays a card for each template in a list. These cards provide information about the templates, including: * A multi-line description of the template. * A timestamp that shows when the template was last used. * A star icon that you can use to mark a template as a favorite. {#csm-workspace-form-templates__ul_vtv_skr_4dc} ## Template form {#csm-workspace-form-templates__section_pdz_5hs_4dc} The template form is used to create and edit templates. This form includes two collapsible form sections: * Details: Includes information about the template, such as the template name and the table that the template applies to. * Template: Includes the selected fields and the configured values for those fields which are applied to a record. {#csm-workspace-form-templates__ul_yqv_tqx_4dc} Figure 2. Template form The Template section includes a row for each field that has been added to the template. These rows are numbered for readability and easy reference. The fields and configured values in each row are also labeled for readability. * Field: The field to update on the record. * Update to: The value to use for that field. {#csm-workspace-form-templates__ul_znb_rrx_4dc} The template form is available when creating a new template from a case or interaction or editing an existing template. The template form tab header displays a description of the current action: * Create new template: The system displays this tab header when you create a template. * Edit template: The system displays this tab header when you save the changes to a new template or when you edit a template. {#csm-workspace-form-templates__ul_u25_1tx_4dc} ## Using form templates to create comments and work notes {#csm-workspace-form-templates__section_w5t_j4b_s2c} You can create and use form templates that add content to the Additional comments and Work notes fields on a case record and then post that content to the activity stream. Selecting a template displays a modeless dialog with the template content. For more information, see [Modeless dialogs](https://www.servicenow.com/docs/_RoHR8kCBJyJh6LCH_CgsA#csm-front-line-case-page-modeless-dialogs__section_gzj_wlb_s2c).