---
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


---

# 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

Public Sector Digital Services provides agents across government agencies with a tailored workspace experience to work on cases created by constituents, businesses, and agencies.

Investigative Case Management
:

Grants Management
:

Playbooks

:   A playbook provides government service agents with step-by-step guidance through the life cycle of a government service case. Use Playbooks to fulfill requests for license and permits, government records and other public
    information, or non-emergency service requests, and to review applications for grants or the social benefits programs your agency offers. 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.

    Four applications are available with Public Sector Digital Services that enable you to use playbooks:

    * Social Benefits Playbook
    * License and Permit Playbook
    * Information Request Playbook
    * Service Request Playbook
    {#using-public-sector-workspace-for-government-agents__ul_itq_bjr_c1c}

    To learn more about playbooks, see [Playbooks for Public Sector Digital Services](https://servicenow-prod.fluidtopics.net/CWMPulSLS8z2zU6pdwZf5Q "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 licenses and permits, government records and other public information, or non-emergency service requests.").

CSM Configurable Workspace

:   Your government service agents have one stop for constituent interactions, the CSM Configurable Workspace for Public Sector Digital Services.

    Multiple tabs enable agents to manage several cases at once. Agents and managers have ongoing visibility into the status of issues assigned to different agents across the agency. 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.

    Public Sector Digital Services playbooks are setup on and are accessed through the CSM Configurable Workspace to provide step-by-step guidance to agents for resolving specific types of government service cases, including service requests, information requests, license and permit, and
    social benefits cases.

    To learn more about CSM Configurable Workspace, see [Explore CSM Configurable Workspace](https://www.servicenow.com/docs/access?context=exploring-configurable-workspace&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).

Mobile Agent

:   Your government agents can use the Mobile Agent to create, update, and monitor non-emergency requests on a mobile device. You can also get an overview of your case load, including your new and active service request cases.

    The Mobile Agent is currently only supported by the Service Request Playbook.

    To learn more about the Mobile Agent application, see [Mobile Agent experience for Public Sector Digital Services](https://servicenow-prod.fluidtopics.net/2sg0bqe8bYVk9VvEFv6McA "If you're a government agent, you can use the Mobile Agent app on your mobile device to create, update, and monitor the status of non-emergency service requests in the Public Sector Digital Services application. You can also get an overview of your case load, including your new and active cases.").

Advanced Work Assignment

:   Use the Advanced Work Assignment (AWA) application to automatically route and assign public sector work items, such as non-emergency requests, to the best-equipped agents, based on their availability, capacity, and skills.

    To learn more about Advanced Work Assignment, see [Automatically route service requests using Advanced Work Assignment](https://servicenow-prod.fluidtopics.net/ZWzCL1Ma_ruwRHBqOcpO1g#psds-configuring-awa "Use the ServiceNow Advanced Work Assignment (AWA) application to route and assign public sector service requests, such as non-emergency requests, to designated agents.").