---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Form features

# CRM Workspace form features {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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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 CRM Workspace form features

CRM Workspace form features in ServiceNow Zurich release enhance customer service agents' efficiency by providing intuitive access to account relationships, important record-specific notes, and actionable buttons directly within the workspace.
These capabilities streamline navigation, highlight critical information, and empower agents to take quick, informed actions during customer interactions.
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## Account Hierarchy

Customer service agents can view and navigate parent-child account relationships from the Account form using the open hierarchy icon in the Name field. The Account Hierarchy pop-up presents the data in a tree structure, allowing agents to:

* Expand/collapse nodes to explore parent, child, and sibling accounts.
* Switch between a parent-focused view and a full organizational hierarchy starting from the root account.
* Open any account in a sub tab by clicking it.

This feature helps agents easily understand organizational relationships and contextualize customer accounts.

## Special Handling Notes

Special handling notes surface critical information about individual records to agents as prioritized pop-up messages when a record is opened. Key aspects include:

* Notes are color-coded by priority (1 = red, 2 = orange, 3 = purple, 4 = gray) and sorted accordingly.
* Agents can view priority, short description, and message for each note.
* Agents have control to dismiss individual notes or close the entire pop-up window.
* Notes can also appear in embedded or related lists on forms.

Users with appropriate roles (snshn.admin and/or sncustomerservicemanager) can configure and create these notes, ensuring relevant alerts are displayed to agents.

## Agent Actions

Agent actions appear as buttons or menu items in the form header, enabling quick execution of common tasks. In CRM Workspace, UI actions can be linked directly to form actions. For example, the **Create Knowledge** action requires:

* Activation of the Knowledge Management Advanced Installer plugin.
* Enabling the `sncustomerservice.enableknowledgekcs` property.
* Setting the KCS Article template to true.

This integration facilitates knowledge creation directly from the workspace.

## Agent Assist

Available on the Interaction form within CRM Workspace, Agent assist allows customer service agents to search across multiple information sources such as Knowledge articles, Service Catalog items, and ServiceNow Community content. Agents with the `sncustomerserviceagent` role can leverage this feature to quickly find relevant information during customer interactions.

Administrators can enable AI-powered Recommended Actions search or disable Agent Assist as needed.  
CRM Workspace form features include account hierarchy, special handling notes, and agent actions.

## Account hierarchy {#csm-agent-workspace-agent-actions__section_pry_nxt_rdb}

From the Account form, customer service agents can click the open hierarchy icon (![Open hierarchy icon]()) in the Name field to see the parent-child account relationships in the Account Hierarchy pop-up window. The account hierarchy is available for accounts that have a parent or child account. Figure 1. CSM Workspace Account Hierarchy pop-up window

The account hierarchy uses a tree structure to show the parent, child, and sibling
accounts. The parent view displays the current account, the parent account (if applicable),
and any child or sibling accounts. The full view displays the entire structure of the
organization from the root account. The current account is highlighted in the account
structure.  
Customer service agents can:

* Expand and collapse the tree structure.
* Switch between the parent view and the full view of the account hierarchy.
* Click an account to open the Account form in a sub tab.
{#csm-agent-workspace-agent-actions__ul_gzq_4j1_whb}

For information about creating an account hierarchy, see [Account hierarchy](https://www.servicenow.com/docs/86A06A_CpJcoTvjHN4XSjw "Use the account hierarchy feature to create and view a parent-child relationship between accounts.").

## Special handling notes {#csm-agent-workspace-agent-actions__section_lwk_dyt_rdb}

Special handling notes bring important information about individual records to the
attention of the customer service agent. If special handling notes are available for a
record, these notes are displayed in a pop-up window when the record is opened in a CSM
workspace. Notes can also be displayed in an embedded list or a related list on a record
form. Notes are ordered by priority in the pop-up window and in lists.  
Agents can see the priority, short description, and message for each note. A note can be assigned one of the following priorities, which also have associated colors.

* Priority 1 --- red
* Priority 2 --- orange
* Priority 3 --- purple
* Priority 4 --- gray
{#csm-agent-workspace-agent-actions__ul_uc1_3yt_rdb}  
Figure 2. Special handling notes pop-up window  
Agents can:

* Dismiss individual notes. When all notes are dismissed, the pop-up window closes.
* Close the window.
{#csm-agent-workspace-agent-actions__ul_jzt_kyt_rdb}  
In the Special Handling Notes module on the platform interface:

* Users with the sn_shn.admin role can configure special handling notes and specify properties.
* Users with the sn_shn.admin or sn_customerservice_manager roles can create special handling notes.
{#csm-agent-workspace-agent-actions__ul_ykm_tnc_c2b}

For more information about configuring the special handling notes feature, see [Special
handling notes overview](https://www.servicenow.com/docs/P~btYNwd34~9pV8JUpmrVQ "The Special Handling Notes application enables you to create notes that bring important information about individual records, such as a case or account record, to the user's attention.").

## Agent actions {#csm-agent-workspace-agent-actions__section_s4w_hms_rdb}

Actions available to customer service agents appear in the form header as buttons or menu items.

For CRM Workspace, you can link UI actions to form actions. For more information, see [Set up a form action in CRM Workspace](https://www.servicenow.com/docs/8D6MTsaT8qkdS67vA5nqgA "Create a form action that links to a UI action so that you can use the UI action in CRM Workspace.").  
The Create Knowledge action requires the following setup:

* Activate the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer).
* Set the sn_customerservice.enable_knowledge_kcs property to true.
* Set the KCS Article template to true (navigate to KnowledgeAdministrationArticle Templates).
{#csm-agent-workspace-agent-actions__ul_oyn_qdp_3gb}

## Agent assist {#csm-agent-workspace-agent-actions__section_csm_aw_agent_assist}

Agent assist is available on the Interaction form in CRM Workspace. Users with the customer service agent role (sn_customerservice_agent) can use Agent assist to search for information from an interaction. By default, the available search sources
include Knowledge articles, Service Catalog, and ServiceNow Community blogs and posts.

For more information on how to enable Recommended Actions - AI search and disable Agent Assist, see [Enable AI search in Recommended Actions](https://www.servicenow.com/docs/F38j__68OdxtzN5T5Baw8A "As an admin, you can enable the Recommended Actions - AI search on the Front-line case page, CSM default record page, and CSM Interaction page (for chat, video, walk-up, and email channels) by setting the hideAgentAssistShowRA UX page property to true.").

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