CSM default record page

  • Release version: Xanadu
  • Updated August 1, 2024
  • 3 minutes to read
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    Summary of CSM default record page

    The CSM default record page is a core component of the Customer Service Management (CSM) and Field Service Management (FSM) Configurable Workspace. It equips agents with essential case management tools, allowing them to create, monitor, and resolve customer cases efficiently. This page integrates record details, communication tools, and issue resolution suggestions into a unified interface, enhancing agent productivity.

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    Key Features

    • Record Presence Feature: Enables agents to see other users currently viewing the same record, promoting seamless collaboration. User presence is visually indicated in the form header with icons and additional user counts, with hover and click actions revealing user details.
    • Email Templates: Accessible via the Email Templates tab in the side panel, this feature allows agents to quickly insert predefined email content—including recipients, sender, subject, and body text—into email communications. Administrators can configure these templates through the Email Client Templates module.
    • Recommended Actions: Provided in a dedicated tab, this feature supports AI-powered search and suggested actions to assist agents in resolving cases faster:
      • AI Search: Automatically surfaces relevant knowledge articles and other resources based on the case short description, with the ability to refine searches. Agents can interact with search results by attaching links to emails or comments, copying links, reading articles, and marking helpful content.
      • Suggested Actions: Offers context-aware recommendations and field value suggestions to streamline case handling.

    Practical Benefits for ServiceNow Customers

    • Improves agent collaboration through real-time visibility of record viewers.
    • Saves time with reusable email templates that standardize communication and reduce manual effort.
    • Enhances case resolution efficiency by leveraging AI to recommend relevant knowledge and related records directly within the workspace.
    • Facilitates configuration and customization to tailor recommended actions to specific business contexts.

    To fully utilize these capabilities, customers must have the CSM Configurable Workspace application installed and enable the Recommended Actions application for AI search functionality. Administrators can customize email templates and configure the Recommended Actions context to align with organizational needs.

    The CSM default record page provides CSM case management features and functionality and enables agents to create, monitor, and resolve cases.

    The CSM default record page includes the basic structure for a record page, including record information, a communication interface, and suggestions for issue resolution. This page is also known as the standard record page.

    Figure 1. CSM default record page
    The CSM default record page provides agents with an overview of case record details and the activity stream. It also provides access to multiple features in the contextual side panel.

    The CSM default record page is included with the CSM/FSM Configurable Workspace experience.

    Record presence feature

    The CSM default record page and the CSM Interaction record page include the record presence feature. This feature allows agents to see other users who are viewing the same record and enables easy collaboration.

    The user presence component displays an icon in the form header that shows the user who is currently viewing the record. For three or more users, the component displays two icons plus a number that represents additional users.
    • Hover over an icon to see more information about a user.
    • Click the number icon to see more information about the additional users.
    For more information about this feature, see User presence.

    Email templates feature

    The CSM default record page includes the Email Templates feature. CSM Configurable Workspace pages that use the CSM default record page include the Email Templates tab in the contextual side panel.

    These templates contain default values for fields that agents can easily add to email messages in the Compose panel on case records. These default values can include the recipients (email addresses in the To, Cc, and Bcc fields), the sender, the subject of the email, and text to include in the message body.

    Users with the system administrator role can configure email templates by navigating to All > Email Client > Email Client Templates and selecting New. For more information, see Create an email client template.

    Agents can use this feature to do the following:
    • View available email templates.
    • Select an email template to display the template details.
    • Apply the selected template to an email in the Compose panel.

    For more information, see Compose an email from an email template.

    Recommended Actions feature

    The Recommended Actions tab includes AI search functionality and Suggested Actions.
    • AI search tab: Agents can use AI search to find relevant resources or resolutions for customer issues. The search feature displays an initial set of search results based on the text in the case short description. This initial set of results includes knowledge articles. Agents can also enter different search keywords and repeat the search. From the list of search results, agents can select a source to see search results of that type.
      The following table shows the actions that an agent can perform on search results:
      Table 1. Source type and guidance actions on the CSM default record page
      Source type Guidance actions
      Knowledge base articles
      • Attach and add a link in email.
      • Attach and add a link in comment.
      • Add a link in work note.
      • Copy a link.
      • Read an article.
      • Mark an article as helpful.
      Cases
      • Show or copy a resolution for resolved cases.
      • Link or open a case.
      Incidents
      • Link an incident.
      • Open an incident.
      Problems
      • Link a problem.
      • Open a problem.
      Requests
      • Link a change request.
      • Open a change request.

      For all the other source types, default guidance is supported. The Default guidance for search results is a guidance that can be used for any search sources that don't have mapped guidances. For more information on default guidance, see .

      For more information on how to avail the AI search feature in Recommended Actions, see Enable AI search in Recommended Actions.

      For more information, see Use AI search in Recommended Actions to resolve cases.
      Note:
      Using Recommended Actions in the contextual side panel requires the Recommended Actions application (sn_cs_nb_action) which is included with the CSM Configurable Workspace application.
    • Suggested Actions tab: This tab displays relevant actions to agents based on a context of a record or recommend a value for a field. For more information on how to configure contexts to display relevant actions for the agent, see Recommended Actions.