CSM Configurable Workspace
CSM Configurable Workspace is a user interface that provides customer service agents with the tools they need to assist customers, answer questions, and resolve issues quickly and efficiently.
CSM Configurable Workspace enables agents to focus on the information, such as record details and activities, and the tools they need to resolve customer issues, including search and recommended actions.
CSM Configurable Workspace provides agents with a unified workspace to handle customer requests. Agents can manage cases, accounts, and contacts from multiple channels, like email, voice, and chat on a single screen, eliminating the need to switch between tabs.
CSM Configurable Workspace features
Key features of CSM Configurable Workspace include list views for managing cases, interactions, and other records and tabs for multitasking. It also provides agents with the ability to access customer history and context without leaving the main screen.
| Feature | Description |
|---|---|
| Unified workspace | Provides the tools and information that an agent needs into a single, customizable interface. |
| List views | Provide filtered lists of cases, interactions, and other records such as accounts and contacts. Agents can also create and save their own lists. |
| Multi-tab interface | Tabs and subtabs enable agents to work on multiple cases, tasks, and other customer records within a single browser window. Agents can quickly move between records without losing their place. |
| Contextual display | Agents get a complete view of a customer's history, including interactions, products, and cases. |
| Channel integration | Agents can manage customer interactions from various channels, including email, chat, and phone, all within the same interface. |
| Contextual side panel | A configurable panel that provides agents with additional tools and information such as search, Recommended Actions, attachments, and templates. |
| AI tools | Summarize interaction chats and calls, summarize case information, and generate case resolution notes. |
For more information, see CSM Configurable Workspace features.
CSM Configurable Workspace benefits
The ServiceNow Configurable Workspace UI is designed to improve user efficiency and facilitate resolutions. CSM Configurable Workspace, which is built from the Configurable Workspace UI, is specifically designed for customer service agents.
CSM Configurable Workspace brings together customer information, case management, and collaboration tools into a single window. This user experience enables agents to manage several cases and interactions across different channels at the same time.
CSM Configurable Workspace presents the Core UI lists and forms in one interface and consolidates multiple tabs into a single, focused work area. From this single view, agents can:
- Work on multiple issues concurrently in an intuitive layout, reducing context and tab switching.
- Resolve issues faster with automated suggestions powered by machine learning.
- Get notified of potential major incidents based on issue frequency and impact.
- Keep informed of updates and surface important insights with a live activity feed and analytics.
For more information, see CSM Configurable Workspace overview.
Application information
The CSM Configurable Workspace application (com.snc.uib.csm_agent_workspace) is activated with the Customer Service plugin (com.sn_customerservice).
Note: Starting with the Yokohama release, CSM Configurable Workspace has a dependency on the Customer Central plugin. For more information, see Customer Central plugin.
The CSM Configurable Workspace application is available from the ServiceNow Store.
Request apps on the Store
Visit the ServiceNow Store to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
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