Set up CSM Configurable Workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 4 minutes to read
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    Summary of Set up CSM Configurable Workspace

    The CSM Configurable Workspace enables your customer service agents to efficiently engage with customers, answer inquiries, create cases, and resolve issues within a streamlined workspace. Setting up this workspace involves activating the necessary Customer Service plugin, following guided setup steps, establishing communication channels, and configuring workspace components tailored for customer service management.

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    Key Setup Steps

    • Activate the Customer Service Plugin: Enable the com.sncustomerservice plugin to unlock the CSM Configurable Workspace functionality.
    • Use Guided Setup: Access Customer Service > Administration > Guided Setup and select the CSM Configurable Workspace category. Follow the step-by-step tasks to configure branding, tabs, lists, forms, search, notifications, routing, chat, and playbooks.
    • Set Up Communication Channels and Routing: Configure channels such as live chat and call handling, along with Advanced Work Assignment (AWA) to route customer interactions automatically to the most appropriate agents.
    • Configure Workspace Pages in UI Builder: Customize landing pages, record pages, and customer information tabs to tailor the agent experience.

    Detailed Configuration Tasks

    • Branding and Theming: Establish a consistent visual style across the workspace to enhance agent usability.
    • Tab Settings: Customize the New Record menu, select applicable service catalogs, and define tab behaviors.
    • Lists and Forms: Create filtered and categorized lists and configure forms with dynamic fields and templates based on record types and user roles.
    • Search: Define searchable sources and keywords to facilitate quick access to records and knowledge articles.
    • Notifications: Set conditions for in-workspace notifications related to record updates or assignments.
    • Agent Chat: Enable real-time chat capabilities for agents to interact with customers efficiently.
    • Playbooks: Implement guided workflows to standardize and simplify common business processes.
    • Additional Workspace Components: Customize landing pages, form ribbons, headers, highlighted values, form actions, contextual side panels, tab titles, case creation UI actions, and service catalogs to align with your organizational needs and improve agent productivity.

    Benefits for ServiceNow Customers

    By following this setup, ServiceNow customers can provide their agents with a highly customizable, visually consistent, and interactive workspace. This workspace supports efficient case management, tailored user experiences based on roles, proactive notifications, and intelligent routing of customer interactions. Ultimately, this leads to faster case resolution, improved agent satisfaction, and enhanced customer service delivery.

    Set up CSM Configurable Workspace for your agents so they can engage with customers, answer questions, create cases, and resolve issues.

    Complete the following tasks to set up CSM Configurable Workspace:
    1. Activate the Customer Service plugin (com.sn_customerservice).
    2. Set up CSM Configurable Workspace using guided setup.
    3. Set up communication channels and routing.
    4. Set up additional components specific to CSM Configurable Workspace.

    Activate the plugin

    Activating the Customer Service plugin (com.sn_customerservice) provides the CSM Configurable Workspace functionality. For more information, see the following topics:

    Set up CSM Configurable Workspace using guided setup

    You can set up CSM Configurable Workspace by using the Customer Service Management Guided Setup. To use the guided setup:
    1. Navigate to Customer Service > Administration > Guided Setup.
    2. Select Get Started on the Welcome page.
    3. Scroll through the list of guided setup categories until you reach the CSM Configurable Workspace category.
    4. Select Get Started in the CSM Configurable Workspace category.

      The CSM Configurable Workspace category includes one task for the Configurable Workspace Guided Setup.

    5. Select Configure to go to the Configurable Workspace Guided Setup.
    6. Select Get Started.
    The Configurable Workspace Guided Setup includes a sequence of workspace configuration tasks.
    Table 1. Configurable Workspace configuration tasks
    Task Description
    Branding and theming A theme sets the visual style of a configurable workspace experience and provides a consistent look and feel across all pages.
    Tab Settings Configure the following in the Tab Settings category:
    • Configure a New Record menu by adding a table that agents can select to create new records in a configurable workspace.
    • Select a Service Catalog for your agents to use with a configurable workspace.
    Lists Configure list categories, filtered lists, and tailor lists to show specific items by user role in a configurable workspace.
    • Create list categories
    • Create filtered lists
    Forms Configure the way forms appear for your agents or workers in a configurable workspace. You can also configure the fields that appear on the form to be different depending on the record type and user roles. For more information, see Administering forms for Configurable Workspace.
    Additional Forms Configuration Configure templates that agents can use to pre-populate fields and UI actions to make a configurable workspace more interactive. For more information, see Administering forms for Configurable Workspace.
    Search Define search sources that your agents can query in a configurable workspace. Agents can use these keywords to search for specific records or knowledge articles.
    Configurable Workspace Notifications Determine the conditions when notifications display in a configurable workspace, such as when a record updates or a record assigns to a user.
    Advanced Work Assignment (AWA) Set up Advanced Work Assignment to automatically route tasks and interactions to the right agents.
    Configurable Workspace Agent Chat Configure Agent Chat to enable live agents to chat with customers and manage various conversation features for agents and end users. For more information, see Setting up Agent Chat.
    Playbook Playbooks display business process workflows in a simple task-oriented view. These step-by-step procedures guide users through workflows that address commonly encountered situations. For more information, see Building Playbooks.

    Configuring workspace pages in UI Builder

    You can use UI Builder to configure the pages and components that display information in CSM Configurable Workspace including the following:

    For more information, see the Manage UI Builder pages and page variants topic in the UI Builder documentation.

    Set up communication channels and routing

    Enable agents to chat with customers or to receive and place customer calls. You can also set up routing that automatically directs chats to the appropriate agents. For more information, see Setting up Agent Chat.

    Set up additional CSM Configurable Workspace components

    Complete these tasks to set up the components that are specific to CSM Configurable Workspace.
    Table 2. Additional CSM Configurable Workspace configuration tasks
    Task Description
    Create or modify a landing page The landing page is an agent's initial view of the workspace. The CSM Landing Page is included with the Customer Service plugin. You can modify this landing page or you can create and modify a page variant in UI Builder.
    Set up a ribbon configuration in CSM Configurable Workspace The form ribbon includes components that display information about a record. You can add the Customer 360, Timeline, and SLA components to the Case form ribbon. You can also configure attributes for the Customer 360 and Timeline components.
    Set up a form header in CSM Configurable Workspace Configure form headers that provide a quick summary of case, account, or contact information.
    Set up a highlighted value in a form header in CSM Configurable Workspace Configure fields that appear as highlighted values in form headers in CSM Configurable Workspace.
    Set up a form action in CSM Configurable Workspace Create form actions that link to UI actions so that you can use the UI actions in CSM Configurable Workspace.
    Display the form ribbon and form header secondary values in the Contextual side panel Configure the form ribbon and the secondary values that appear in a form header to display in the Contextual side panel in CSM Configurable Workspace.
    Display field values as interaction record tab titles Display field values, such as contact or consumer names, as titles on interaction record tabs in CSM Configurable Workspace.
    Enable the Create Case UI action for case type selection Enable the Create Case UI action for case type selection for one or more selected tables.
    Configure tabs in the contextual side panel Use the inlineTabExclusion UX page property to prevent tabs from appearing in the configurable side panel in CSM Configurable Workspace.
    Configure service catalogs for CSM workspaces Customer service agents use service catalogs to fulfill catalog item requests. You can configure the Service Workspace Portal to use the catalogs that contain the desired items.