--- 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 --- # Set up additional CSM workspace features # Set up additional CSM workspace features {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura You can set up additional features for use in CSM workspaces. These features typically require plugin activation and some configuration. You can set up the following features for use in CSM workspaces. {#csm-config-workspace-feature-set-up__table_hzb_13k_xnb__entry__2} | Feature | Description | |-|-| | [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.") | Customer Central provides customer service agents with all the information about the customer in one central place. * The Customer Information view displays key information about the customer. * The Customer History view displays recent customer touch points in an activity feed. {#csm-config-workspace-feature-set-up__ul_ftq_fmk_xnb} Use Customer Service guided setup to [Configure Customer Central](https://servicenow-prod.fluidtopics.net/B1s7BqEg6WMCWAp0mJjwgA "Provide customer service agents with all the information about a customer in one central place by configuring the Customer Information and Customer History views for Customer Central."). | | [Customer Service Case Types](https://servicenow-prod.fluidtopics.net/DUK9_7gUtBKcsRc6PtBAXg "A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Use the case types feature to create and configure the different types of customer service cases that your organization needs.") | Configure case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue, such as a lost or missing credit card. Use Customer Service guided setup to [Configure customer service case types](https://servicenow-prod.fluidtopics.net/_WEy62T_FlFA6nQ_RjjZlw "Configure case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue."). | | [Proactive Customer Service Operations](https://servicenow-prod.fluidtopics.net/7mZl4MXbsDXq~nEef2SY7w "Proactively trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume.") | Use this feature to track the digital services used by your customers and to proactively create cases for service disruptions. Use Customer Service guided setup to [Configure Proactive Customer Service Operations](https://servicenow-prod.fluidtopics.net/vPg__5opUEzVMULP8pQeBg "Configure various aspects of Proactive Customer Service Operations based on the specific requirements of your organization."). | | [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.") | Playbooks provide step-by-step guidance for completing the tasks needed to resolve specific types of customer service cases. The following playbooks are available for Customer Service Management from the ServiceNow Store: * Case Playbook for Onboarding * Case Playbook for Complaints * Case Playbook for Product Support {#csm-config-workspace-feature-set-up__ul_esh_xnk_xnb} | | [Guided decisions](https://servicenow-prod.fluidtopics.net/1pq9AGVL1bfY6N7Cbe~n7A "Create structured troubleshooting processes for your agents through the ServiceNow Guided Decisions Experience application. Help your agents solve complex issues in a consistent way.") | Resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process. For details, see [Configuring Guided Decisions](https://servicenow-prod.fluidtopics.net/1pq9AGVL1bfY6N7Cbe~n7A "Create structured troubleshooting processes for your agents through the ServiceNow Guided Decisions Experience application. Help your agents solve complex issues in a consistent way."). | | [Lookup and verify](https://servicenow-prod.fluidtopics.net/_VaDBAOCnN6w2o9VhtBs_Q "The lookup and verify feature enables customer service agents to quickly look up contacts or consumers using information such as the name, phone number, or record number.") | This feature enables customer service agents to quickly look up contacts or consumers using information such as the name, phone number, or record number. | | [Estimated time to resolve a case](https://servicenow-prod.fluidtopics.net/LzDfgCT9iRC1VjWMDNMqwA "Machine learning in Customer Service Management helps with case resolution by predicting the estimated time to resolve a case.") | Use machine learning to predict the estimated time to resolve a case (ETTR) based on case attributes such as the short description, category, priority, and assignment group. For details, see [Configure estimated time to resolve a case](https://servicenow-prod.fluidtopics.net/zjUwLKRi3RHwnWFecYRxpg "The Estimated Time to Resolve a Case regression definition is available by default. You can modify the default values of case fields, the case timeline, and the training frequency."). | [Tabela 1. CSM workspace features] {#csm-config-workspace-feature-set-up__table_hzb_13k_xnb}