Components installed with CSM workspaces

  • Release version: Zurich
  • Updated July 31, 2025
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    Summary of Components installed with CSM workspaces

    Customer Service Management (CSM) workspaces in ServiceNow install several key components including roles, form views, tables, and predefined lists. These components enable customer service agents to efficiently manage cases, interactions, accounts, and related records within the Agent Workspace tailored for CSM.

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    Roles

    The agentworkspaceuser role is automatically added to the Service Management agent (snesmagent) role. This combined role grants access to the Agent Workspace specifically designed for Customer Service Management.

    Form Views

    Customer service agents view records in the CSM Workspace form view (workspacecsm) when available for certain record types. If not available, the default Workspace form view is used, ensuring a consistent user experience within CSM workspaces.

    Tables

    CSM workspaces provide specialized Workspace and CSM Workspace view layouts for various Customer Service Management tables, improving data management and navigation:

    • Tables with Workspace view: Includes core entities like Case, Consumer, Account, Contact, Asset, Contract, Product Model, Entitlement, Task, Appointments, Escalation, Orders, and related relationship tables.
    • Tables with CSM Workspace view: Includes Interaction and Location tables, with views aligned closely to the default platform interface but optimized for CSM.

    Lists and Filtered Lists for Customer Service Agents

    CSM workspaces come preconfigured with list categories and filtered lists that help agents quickly access relevant records:

    • Cases: Lists such as My Cases, My Open Cases, Unassigned for my groups, All Cases, and Major Cases for managing case workloads.
    • Customer Accounts and Contacts: Lists for customer accounts, partner accounts, and contacts facilitate relationship management.
    • Consumers and Interactions: Lists like Consumers and My Interactions help agents track consumer information and assigned interactions.
    • Knowledge: The My Knowledge Articles list shows knowledge articles authored by the agent, available when the Knowledge Management Advanced Installer plugin is enabled.
    • Catalog Tasks: Lists tasks assigned to the agent’s groups, supporting task management within the workspace.

    Additional filtered lists become available if agents also have the itil role, expanding their visibility and capabilities.

    Several types of components are installed with CSM workspaces.

    Roles

    The agent workspace user role (agent_workspace_user) is added to the Service Management agent (sn_esm_agent) role. The role is required to access Agent Workspace for CSM.

    Form views

    Customer service agents see forms in the CSM Workspace form view (workspace_csm), if they exist for certain record types. Otherwise, agents see forms in the Workspace form view.

    Tables

    In CSM workspaces, a number of Customer Service Management tables are provided with the Workspace and CSM Workspace view layouts.

    Tables in Workspace view
    The Workspace view is provided for the following tables:
    • Case (sn_customerservice_case)
    • Consumer (csm_consumer)
    • Account (customer_account)
    • Contact (customer_contact)
    • Account Relationship (account_relationship)
    • Asset (alm_asset)
    • Contract (ast_contract)
    • Product Model (cmdb_model)
    • Entitlement (service_entitlement)
    • Task (sn_customerservice_task)
    • Appointments (sn_customerservice_appointment)
    • Contact Relationship (sn_customerservice_contact_relationship)
    • Escalation (sn_customerservice_escalation)
    • Order (csm_order)
    • Order Case (csm_order_case)
    • Special Handling Notes (sn_shn_notes)
    • Order Line Item (csm_order_line_item)
    • Asset Contact (sn_customerservice_m2m_asset_contact)
    • Account Team Member (sn_customerservice_team_member)
    • Social Profiles table (sn_app_cs_social_social_profile)
    • Social Logs table (sn_app_cs_social_social_log)
    • Knowledge Applied to Tasks table (m2m_kb_task)
    Tables in CSM Workspace view
    The CSM Workspace view (workspace_csm) is provided for the following tables:
    • Interaction (interaction)
    • Location (cmn_location)
    The CSM Workspace view for these tables is similar to the respective default platform interface view.

    Lists

    The list categories and filtered lists that have been configured for customer service agents in CSM workspaces.
    Table 1. Lists and filtered lists for Customer Service agents
    List Category Filtered Lists Description
    Cases My Cases Cases assigned to the customer service agent.
    My Open Open cases assigned to the customer service agent.
    Unassigned for my groups Cases that belong to any of the customer service agent's groups but have not been assigned to an agent.
    All All customer service cases.
    Major Issue Management Major Cases Major cases that have been accepted.
    Customer Accounts A list of customer accounts.
    Partners A list of partner accounts.
    Contacts A list of customer contacts.
    Consumers A list of consumers.
    Interactions My Interactions Interactions that are assigned to the customer service agent (agent's name appears in the Assigned to field on the interaction record).
    Knowledge My Knowledge Articles Knowledge articles authored by the customer service agent (agent's name appears in the Author field).
    Note:
    This list appears in the list panel when the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer) is activated.
    Catalog Tasks Assigned to my groups Catalog tasks assigned to the current agent's groups.
    Note:
    Additional filtered lists appear in the list panel when a customer service agent also has the itil role.