---
sourceDocument: Australia Public Sector
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/government-industry

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Public Sector

ft:clusterId :

    - gvin

bundleId :

    - gvin

workflow :

    - Customer and Industry


---

# CSM Configurable Workspace

# Using the CSM Configurable Workspace for Public Sector Digital Services {#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

Set up CSM Configurable Workspace for your agents and expand the Workspace UI so they can engage with customers, answer questions, create cases, and resolve issues.
Government service agents can complete most tasks in CSM Configurable Workspace. For more information on how to set up the CSM Configurable Workspace, see [Set up the CSM Configurable Workspace for Public Sector Digital Services](https://servicenow-prod.fluidtopics.net/O7z29b6kkURRSrVA0BmLrQ "Modify the CSM Configurable Workspace to show the lists, modules, and form fields for Public Sector Digital Services.").

The tables below describe some of the basic tasks that agents can perform in CSM Configurable Workspace.  
{#psds-using-csm-workspace__table_csm_workspace_agent_tasks__entry__3}

| Task | Description | Details |
|-|-|-|
| Use playbooks | Use the step-by-step guidance provided by playbooks to complete tasks and resolve cases. | [Using Playbooks](https://servicenow-prod.fluidtopics.net/qIAknIi~nzr5lVBsEX9xaw "A playbook provides government service agents with step-by-step guidance through the life cycle of a public service request case. Use Playbooks to fulfill requests for license and permits, government records and other public information, or non-emergency service requests.") |
| Create a specific type of case | Create a case for a specific type of constituent request. | [Creating and resolving case tasks](https://servicenow-prod.fluidtopics.net/jF1gUoLbGfk33GoxV5Ub8A#psds-gsp-resolving-case-tasks-agent "Service request case tasks in Public Sector Digital Services are automatically created and assigned to agents as each service request case moves through its life cycle. Government service agents can view and complete these case tasks (or even create their own tasks) in the CSM Configurable Workspace.") |
| Use Knowledge to assist with cases | Search for knowledge articles and attach them to cases or open articles in sub-tabs for easier reading. Report a knowledge gap if you can't find relevant articles and, if permission is enabled, create articles directly from cases. | [Search for knowledge articles](https://www.servicenow.com/docs/access?context=csm-workspace-search-knowledge&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) [Open a knowledge article](https://www.servicenow.com/docs/access?context=csm-workspace-open-knowledge&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) [Report a knowledge gap](https://www.servicenow.com/docs/access?context=csm-workspace-report-knowledge-gap&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) [Create a knowledge article](https://www.servicenow.com/docs/access?context=csm-workspace-create-knowledge&version=australia&pubname=australia-customer-service-management&ft:locale=en-US) |
| Use response templates | Quickly respond to customers using different types of predefined information. | [Use response templates in Service Request Playbook](https://servicenow-prod.fluidtopics.net/P5Iw1VdKV49HhqizlOdLWw "Respond to cases by using the response templates in the contextual side panel in CSM Configurable Workspace. Good templates save you time by eliminating repetitive work.") |
[Tabela 1. Agent tasks]

{#psds-using-csm-workspace__table_csm_workspace_agent_tasks}