---
sourceDocument: Yokohama Public Sector
sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/government-industry

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# Configure Agent Workspaces

# Configure Agent Workspaces in Public Sector Digital Services {#ariaid-title1}

* Release version: Yokohama
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure agent workspaces and boost efficiency by optimizing interfaces, configuring playbooks, setting up case management and routing, and integrating tools for smooth case handling.

|-|-|
| [PlaybooksConfigure playbooks to help guide government agents through the lifecycle of a public service case.](https://www.servicenow.com/docs/Y15fY~P9yCvP1S~cs43M5g "Install one or more playbook applications available for use with Public Sector Digital Services. You can then configure the features available for submitting requests and routing requests to agents.") | [CSM Configurable WorkspaceSet up the CSM Configurable Workspace to provide agents with the tools they need to answer constituent questions and resolve requests efficiently.](https://www.servicenow.com/docs/Wfcl1Ar0d08W_cg14VeZNQ "Modify the CSM Configurable Workspace to show the lists, modules, and form fields for Public Sector Digital Services.") |
| [Case managementConfigure your case management tools to optimize case handling.](https://www.servicenow.com/docs/bdm~zKZQXJXB2AjsjI8V0Q "Set up case management features to enable agents and constituents to create cases as needed and work to resolve those cases. Create the necessary case types to handle specific types of public services, issues, and requests. Configure service definitions to create connections between products, services, and case types.") | [Case routing and assignmentUse Advanced Work Assignment (AWA) to automatically route cases to the appropriate government service agents in CSM Configurable Workspace.](https://www.servicenow.com/docs/muRHXCLTUTfqmAmeZ8lYBg "Set up Advanced Work Assignment (AWA) to automatically route cases to the appropriate government service agents in CSM Configurable Workspace.") |
[ ]

{#psds-config-organize-agent-workspaces__table_mhz_4gb_l1c} Figure 1. Agent workspaces overview

[Playbooks](https://www.servicenow.com/docs/Y15fY~P9yCvP1S~cs43M5g "Install one or more playbook applications available for use with Public Sector Digital Services. You can then configure the features available for submitting requests and routing requests to agents.")

:   Install one or more playbook applications with Public Sector Digital Services. These tools provide an end-to-end workflow for handling public service requests submitted by consitutuents, enabling agents to resolve cases quickly and efficiently.

[CSM Configurable Workspace](https://www.servicenow.com/docs/Wfcl1Ar0d08W_cg14VeZNQ "Modify the CSM Configurable Workspace to show the lists, modules, and form fields for Public Sector Digital Services.")

:   Set up the CSM Configurable Workspace and expand the Workspace UI to optimize agent government service processes. This user interface provides agents with the tools they need to answer constituent questions and resolve issues
    efficiently.

[Case routing and assignment](https://www.servicenow.com/docs/muRHXCLTUTfqmAmeZ8lYBg "Set up Advanced Work Assignment (AWA) to automatically route cases to the appropriate government service agents in CSM Configurable Workspace.")

:   Set up Advanced Work Assignment in the CSM Configurable Workspace to route and assign cases automatically to the appropriate agents based on their availability, capacity, and skills. This setup helps to improve
    efficiency and response times.

[Case management](https://www.servicenow.com/docs/bdm~zKZQXJXB2AjsjI8V0Q "Set up case management features to enable agents and constituents to create cases as needed and work to resolve those cases. Create the necessary case types to handle specific types of public services, issues, and requests. Configure service definitions to create connections between products, services, and case types.")

:   Configure your case management tools to manage cases efficiently by setting up features that permit you and your constituents to create, resolve, and categorize cases. Define case types for different public services,
    configure service definitions to link services and case types, and allow accurate tracking and resolution.