--- 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 --- # CSM Configurable Workspace features # CSM Configurable Workspace features {#ariaid-title1} * Versão de lançamento: Australia * * Atualizado 12 de mar. de 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 min. de leitura CSM Configurable Workspace provides several different tools and features that agents can use to assist customers, research issues, and resolve cases. {#csm-workspace-feature-overview__table_csm_workspace_feature_overview__entry__2} | Feature | Description | |-|-| | [Multi-tab interface](https://servicenow-prod.fluidtopics.net/n4shDUjl671lQR~kfYlVOw#csm-config-workspace-interface__section_qdq_jnw_mxb) | Displays information using tabs and sub-tabs which enable agents to work on multiple cases, tasks, and other records within a single browser window. Agents can quickly move between records without losing their place. | | [Contextual display](https://servicenow-prod.fluidtopics.net/n4shDUjl671lQR~kfYlVOw#csm-config-workspace-interface__section_ewy_nby_chc) | Displays information that provides agents with a complete view of a customer's history, including interactions, products, and cases. | | [Agent inbox](https://servicenow-prod.fluidtopics.net/n4shDUjl671lQR~kfYlVOw#csm-config-workspace-interface__section_u3k_nly_chc) | Agents see their assignments in their CSM Configurable Workspace inbox. Work assignments appear as cards in the inbox that agents can either choose to accept or reject. Agents can also set their status in the inbox, such as Available or Busy. | | [Landing pages](https://servicenow-prod.fluidtopics.net/wo_U3UBPqel50Iy2HCMOIA "A landing page is an initial view of your workspace. Landing pages present content tailored to a user’s assigned role and provide the information they must get started with their work.") | A landing page is an initial view of a user's workspace. For customer service agents, the landing page can show an overview of their new, assigned, and high priority cases, plus the cases assigned to their groups. | | [List views](https://www.servicenow.com/docs/access?context=lists-configurable-workspace&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) | Provide filtered lists of cases, interactions, and other records such as accounts and contacts. Agents can also create and save their own lists. | | [Record details](https://servicenow-prod.fluidtopics.net/n4shDUjl671lQR~kfYlVOw#csm-config-workspace-interface__section_ehb_gxy_chc) | Content pages determine how information is displayed in the workspace. [Record pages](https://servicenow-prod.fluidtopics.net/HkHk4tVZ6wxWIvgTQJ0a3A "A record page provides the base structure for how a record is displayed in CSM Configurable Workspace. This includes records such as cases, tasks, and interactions.") display information about the current record. This can include details such as the account, contact, and priority for a case record or the communication channel, short description, and state for an interaction record. | | [Contextual side panel](https://servicenow-prod.fluidtopics.net/zvhHl0K9EHA3oOqaFRJF_g "Use the contextual side panel to quickly access tools and information directly from the record page, helping agents research and resolve customer issues without leaving the case view.") | Provides agents with access to tools and information directly from the record page, such as Recommended Actions, attachments, related lists, and templates. This access helps agents research and resolve customer issues without leaving the case view. | | [Activity stream](https://www.servicenow.com/docs/access?context=activity-stream-configurable-workspace&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) | The activity stream helps agents stay informed by displaying a chronological list of updates and communications within a record like field changes, comments, work notes, and emails. | | [Compose](https://www.servicenow.com/docs/access?context=activity-stream-compose-configurable-workspace&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) | The Compose area in a configurable workspace record page enables agents to communicate with customers and other agents through comments, work notes, and emails. | | [Modeless dialogs](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.") | Windows that overlay the main window content in a workspace. Agents can use modeless dialogs to create and post comments and work notes to the activity stream and to compose and send emails. | | [Form templates](https://servicenow-prod.fluidtopics.net/cnMp8E50wO1rfFuIV8TwMw "Create and edit form templates for use in CSM Configurable Workspace and then use the templates to automatically populate fields on case and interaction records.") | Use form templates to populate fields on new records with selected values. Create and edit form templates for use in CSM Configurable Workspace and then use the templates to automatically the configured fields. | | [Search tools](https://servicenow-prod.fluidtopics.net/zvhHl0K9EHA3oOqaFRJF_g#csm-config-ws-side-panel-components__id_rzq_vgj_vfc) | Global search enables you to search multiple record types at once from the Next Experience Unified Navigation [search field](https://www.servicenow.com/docs/access?context=using-ais-next-experience-app&version=australia&pubname=australia-platform-administration&ft:locale=en-US). The Recommended Actions tab in the contextual side panel includes [++AI search++](https://www.servicenow.com/docs/bundle/yokohama-customer-service-management/page/product/customer-service-management/concept/ra-csm-ai-search.html) functionality. This search feature displays an initial set of search results based on the text in the case short description, including knowledge articles. Agents can also enter different search keywords and repeat the search. | | [AI tools](https://servicenow-prod.fluidtopics.net/3B~vcTlqFCzwhpdsjmgScA "With the Now Assist for Customer Service Management (CSM) application, your agents can use generative AI to summarize the customer chat conversations and case details to get the context of the case. They can also generate the case resolution notes to share with the other agents and wrap up cases faster.") | Use the Now Assist for Customer Service Management (CSM) application to summarize interaction chats and calls, summarize case information, and generate case resolution notes. | | [Chat summarization](https://servicenow-prod.fluidtopics.net/oMGLWOAkDyrkEHEoRVv9OA "Use the chat summarization feature to automatically create summaries of chat conversations. The chat summary enables an agent to quickly gain an understanding of the interaction without reading the entire transcript of the conversation.") | The chat summarization feature automatically creates summaries of chat conversations. The agent can quickly gain an understanding of the interaction without reading the entire transcript of the conversation. | | [Chat session tabs](https://servicenow-prod.fluidtopics.net/4JX~_4L9aYL9taOjn1RdOw "Use visual indicators on chat session tabs, such as colors and icons, to alert agents to unread chat messages and SLA threshold timers.") | Visual indicators on chat session tabs, such as colors and icons, alert agents to unread chat messages and SLA threshold timers. | | [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.") | Use this feature to enable agents to quickly look up contacts or consumers using information such as the name, phone number, or record number. | | [Case action status](https://servicenow-prod.fluidtopics.net/SNrENdTdQ93eDM5LvBixmw "The case action status feature displays the status of cases in the Case list. With this feature, customer service agents can easily identify cases that need attention.") | Use the case action status feature so that agents can easily identify cases that need attention. | [Tabela 1. CSM Configurable Workspace features] {#csm-workspace-feature-overview__table_csm_workspace_feature_overview} ## Additional applications {#csm-workspace-feature-overview__section_pfq_qvr_xnb} A number of additional applications are available for use with CSM Configurable Workspace.{#csm-workspace-feature-overview__table_nkr_p2s_xnb__entry__2} | Feature | Description | |-|-| | [AWA for CSM](https://servicenow-prod.fluidtopics.net/GCIC~qt44rSuA9MXHTijgg "Use the ServiceNow Advanced Work Assignment (AWA) for Customer Service Management feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for CSM pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.") | Use Advanced Work Assignment (AWA) to automatically assign work items to agents based on their availability, capacity, and skills. | | [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.") | Use Customer Central to provide agents with all of the information about a customer in one central location. This feature enables agents to quickly zoom in on the customer issue and provide efficient and supportive service. | | [ServiceNow Link Manager](https://servicenow-prod.fluidtopics.net/gEJqyTF1MiKygZbKzKvC2g "Use the ServiceNow Link Manager feature to manage and organize browser tabs within a ServiceNow instance.") | Use the ServiceNow Link Manager feature to manage and organize browser tabs within a ServiceNow instance. | | [Workforce Optimization for Customer Service](https://servicenow-prod.fluidtopics.net/wxU25WP4mUC24bg9_4j1Jw "Manage and maintain the productivity of your workforce from a single application using Workforce Optimization for Customer Service. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.") | Use Workforce Optimization for Customer Service to manage and maintain the productivity of your workforce. Efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. | | [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.") | Use 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. | | [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. | | [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.") | Use playbooks to provide step-by-step guidance for completing the tasks needed to resolve specific types of customer service cases. | | [Guided Decisions for Customer Service Management](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.") | Use guided decisions to resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process. | | [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. | [Tabela 2. Additional applications for CSM Configurable Workspace] {#csm-workspace-feature-overview__table_nkr_p2s_xnb}