---
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


---

# Create action layout group

# Create action layout group {#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

The Create action on the Front-line case page displays a list of available actions that agents can select.

## Actions and action groups {#csm-config-ws-action-layout-groups__section_s4p_33d_j3c}

Workspace record pages include individual actions that users can take when working with forms, such as Save or Discuss. Action groups combine multiple actions in the same button,
such as Create, which displays a drop-down list with the available actions.

Customers can configure these action groups and arrange the order of the actions in the list using customizable form action layout groups.

Action groups are stored in the UX Form Actions Layout Group table \[sys_ux_form_action_layout_group\]. The actions included in a group are displayed in the Form actions in group related list on the UX Form
Actions Layout Group form and are stored in the Sys Ux M2m Action Layout Group Actions table \[sys_ux_m2m_action_layout_group_action\].

For more information about form action layout groups, see [Declarative actions](https://www.servicenow.com/docs/access?context=declarative-actions-landing&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) in the [Configurable Workspace UI](https://www.servicenow.com/docs/access?context=workspace-landing-page&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) documentation.

## Create action layout group {#csm-config-ws-action-layout-groups__section_pgj_qb2_c3c}

The Front-line case page includes the Create action in the workspace action bar. Selecting Create displays a drop-down list with the available actions. These actions can include:

* Create Escalation
* Create Knowledge Gap
* Create Problem
* Create Incident
* Create Normal Change
* Create Work Order
* Create Request
* Create Standard Change

{#csm-config-ws-action-layout-groups__ul_cwd_x32_c3c}  
Nota:  
Some actions that are available in the Create action group have been moved from the More actions menu. If you have customized the Create action for the Front-line case page, you need to manually upgrade to use the actions in the Create action layout group.

## Selecting an action {#csm-config-ws-action-layout-groups__section_hd3_brd_j3c}

Depending on the action that an agent selects from the Create drop-down list, the system either opens a record in a sub-tab or in a [modeless dialog](https://servicenow-prod.fluidtopics.net/JtDQjFirFt1anRcAe4Y6jA "Modeless dialogs are windows that overlay the main window content in CSM Configurable Workspace. Customer service agents can use modeless dialogs to create and post comments and work notes to the activity stream and to compose and send emails."). The following actions open a record in a modeless dialog:

* Create Escalation
* Create Knowledge Gap
* Create Problem
* Create Incident
* Create Normal Change
* Create Work Order
{#csm-config-ws-action-layout-groups__ul_gqc_b3d_j3c}  
From the modeless dialog, users can perform the following actions:

* Minimize the record to the [workspace dock](https://servicenow-prod.fluidtopics.net/BLQm5Hq0aUVNh4Ufo3tyqg "The dock is a bar at the bottom of the workspace where agents can see drafts of current comments, work notes, or emails at a glance.").
* Open the record in a sub tab.
* Save and stay.
* Close the dialog.
{#csm-config-ws-action-layout-groups__ul_nng_n12_c3c}