---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Agent experience

# Agent experience {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with Customer Service Management application.

## CSM Configurable Workspace {#agent-exp__section_ut1_mm5_2yb}

Your agents have one desktop for any interaction--phone, chat, messaging, web forms, etc. Multiple tabs allow agents to efficiently manage several cases at once. Agents have ongoing visibility into the status of issues assigned
to middle and back-office teams for resolution. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and
productivity.

To learn more about CSM Configurable Workspace, see [Explore CSM Configurable Workspace](https://servicenow-prod.fluidtopics.net/zdnzSZ8re~Gd2GfzLCCgVQ "CSM Configurable Workspace is a workspace that can easily be configured and extended using UI Builder.").

## Advanced Work Assignment {#agent-exp__section_kcc_ym5_2yb}

Define criteria and routing conditions to automatically assign work items (such as chats or cases) to agents based on their availability, capacity, skills, work history, related tasks, or account team.

To learn more about Advanced Work Assignment, see [Set up an Advanced Work Assignment service channel for assigning case tasks](https://servicenow-prod.fluidtopics.net/s3s2F33gZHRxLMBQBfd_kQ "Set up an Advanced Work Assignment (AWA) service channel that you can use to assign case tasks to available users.").

## Customer Central {#agent-exp__section_a3p_3n5_2yb}

Your agents get a ready-to use centralized view of customer-specific information. Customer Central combines historical activity from self-service (such as knowledge base article views and Virtual Agent interactions) as well as
live interactions (such as chat and SMS). It can be further customized to incorporate data from different sources and use custom components to include customer health scores, churn risk, recent transactions, etc.

To learn more about Customer Central, see [Customer Central](https://servicenow-prod.fluidtopics.net/WcaTZEqsps2kARIns97PQg "Customer Central provides customer service agents with all the information about the customer in one central place. It enables them to quickly zoom in on the customer issues and provide efficient and supportive service to their customers.").

## Agent Assist {#agent-exp__section_qth_wn5_2yb}

With agent assist, your agents can handle cases in the workspace, perform an automatic search that shows possible solutions in other cases, knowledge base articles, and additional information sources.

## Playbooks {#agent-exp__section_py1_lby_tvb}

Your agents can use playbooks to provide your customers with the step-by-step guidance that they need for resolving specific types of customer service cases. For example, your agents can use these playbooks to help your
customers resolve onboarding, complaint, and product support issues.

A playbook enables your agents to manage the life cycle of a case. The workflows that are associated with a specific type of case and the activities that need to be completed to resolve cases of this type are detailed in the
playbook. Playbooks also help your agents to visualize the entire life cycle of a workflow.

To learn more about playbooks, see [Playbooks for Customer Service Management](https://servicenow-prod.fluidtopics.net/~tGmAhFb123WuZSyDhuihg "The capabilities provided by playbooks enable agents to quickly resolve customer issues. These capabilities work together to provide agents with a better overall experience when using playbooks to resolve customer issues.").

## Mobile {#agent-exp__section_bdp_mby_tvb}

Your agents can manage their customer service cases from a mobile device with the Customer Service Management mobile application. Your agents can stay connected and access information in real time to complete their tasks quickly.

Both your customer service agents and managers can use the Customer Service Management mobile application to review the case details quickly so that they can complete their case tasks. By using a mobile phone with the Customer Service Management application, your agents and customer service managers can perform routine actions and approvals anytime and from anywhere.

To learn more about the Customer Service Management mobile application, see [Mobile experience for Customer Service Management](https://servicenow-prod.fluidtopics.net/PA_bmJI5rnaAo61M7KZpjw "Manage customer service cases from a mobile device with the Customer Service Management mobile application. Stay connected and access information in real time to complete tasks quickly.").