---
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


---

# Agent experience

# Agent experience {#ariaid-title1}

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

Public Sector Digital Services provides agents across government agencies with a tailored workspace experience to work on cases created by constituents, businesses, and agencies.

CSM Configurable Workspace

:   Your government service agents have one stop for constituent interactions, the CSM Configurable Workspace for Public Sector Digital Services.

    Multiple tabs enable agents to manage several cases at once. Agents and managers have ongoing visibility into the status of issues assigned to different agents across the agency. The workspace dynamically displays related
    contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and productivity. Public Sector Digital Services playbooks are accessed through the CSM Configurable Workspace.

    To learn more about CSM Configurable Workspace, see [Explore CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=exploring-configurable-workspace&version=yokohama&pubname=yokohama-customer-service-management&ft:locale=en-US).

Mobile Agent

:   Your government agents can use the Mobile Agent to create, update, and monitor non-emergency requests on a mobile device. You can also get an overview of your case load, including your new and active service request cases.

    The Mobile Agent is currently only supported by the Service Request Playbook.

    To learn more about the Mobile Agent application, see [Mobile Agent experience for Public Sector Digital Services](https://www.servicenow.com/docs/W0w~aGBEgVziv41BqcyQlw "If you're a government agent, you can use the Mobile Agent app on your mobile device to create, update, and monitor the status of non-emergency service requests in the Public Sector Digital Services application. You can also get an overview of your case load, including your new and active cases.").

Advanced Work Assignment

:   Use the Advanced Work Assignment (AWA) application to automatically route and assign public sector work items, such as non-emergency requests, to the best-equipped agents, based on their availability, capacity, and skills.

    To learn more about Advanced Work Assignment, see [Automatically route service requests using Advanced Work Assignment](https://www.servicenow.com/docs/vTYQ0WMDdfFGw1JyALrGNg#psds-configuring-awa "Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign public sector service requests, such as non-emergency requests, to designated agents.").