Components installed with CSM workspaces

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Components installed with CSM workspaces

    Customer Service Management (CSM) workspaces in ServiceNow Yokohama release include various components such as roles, form views, tables, and predefined list filters designed to streamline the customer service agent experience. These components enable agents to efficiently access relevant data and perform their tasks within the Agent Workspace tailored for CSM.

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    Roles

    The agentworkspaceuser role is added to the Service Management agent (snesmagent) role. This combined role is essential for agents to access the CSM-specific Agent Workspace, ensuring appropriate permissions for workspace functionality.

    Form Views

    Customer service agents interact with records primarily through the CSM Workspace form view (workspacecsm) when it exists for specific record types; if not, the standard Workspace form view is used. This guarantees a consistent and optimized user interface tailored to CSM activities.

    Tables

    CSM workspaces include numerous tables with predefined Workspace or CSM Workspace view layouts to support customer service processes:

    • Workspace view tables: Core tables such as Case, Consumer, Account, Contact, Asset, Contract, Product Model, Entitlement, Task, Appointments, Escalation, Orders, and various relationship and social profile/log tables are presented with Workspace view layouts optimized for agent use.
    • CSM Workspace view tables: Interaction and Location tables use the CSM Workspace view, closely resembling the default platform interface, ensuring familiarity while supporting CSM-specific workflows.

    Lists and Filtered Lists for Customer Service Agents

    Several predefined list categories and filtered lists are configured within CSM workspaces to help agents quickly access relevant records:

    • Cases: Includes filters like "My Cases," "My Open," "Unassigned for my groups," "All," and "Major Cases" to manage and prioritize case workloads effectively.
    • Customer Accounts, Partners, Contacts, Consumers: Lists providing quick access to key customer and partner entities.
    • Interactions: "My Interactions" filters interactions assigned to the agent.
    • Knowledge: "My Knowledge Articles" lists articles authored by the agent, available when the Knowledge Management Advanced Installer plugin is active.
    • Catalog Tasks: Lists tasks assigned to the agent’s groups, supporting group-based task management.

    Additional filtered lists become available if the customer service agent also holds the itil role, expanding their access scope.

    Several types of components are installed with CSM workspaces.

    Roles

    The agent workspace user role (agent_workspace_user) is added to the Service Management agent (sn_esm_agent) role. The role is required to access Agent Workspace for CSM.

    Form views

    Customer service agents see forms in the CSM Workspace form view (workspace_csm), if they exist for certain record types. Otherwise, agents see forms in the Workspace form view.

    Tables

    In CSM workspaces, a number of Customer Service Management tables are provided with the Workspace and CSM Workspace view layouts.

    Tables in Workspace view
    The Workspace view is provided for the following tables:
    • Case (sn_customerservice_case)
    • Consumer (csm_consumer)
    • Account (customer_account)
    • Contact (customer_contact)
    • Account Relationship (account_relationship)
    • Asset (alm_asset)
    • Contract (ast_contract)
    • Product Model (cmdb_model)
    • Entitlement (service_entitlement)
    • Task (sn_customerservice_task)
    • Appointments (sn_customerservice_appointment)
    • Contact Relationship (sn_customerservice_contact_relationship)
    • Escalation (sn_customerservice_escalation)
    • Order (csm_order)
    • Order Case (csm_order_case)
    • Special Handling Notes (sn_shn_notes)
    • Order Line Item (csm_order_line_item)
    • Asset Contact (sn_customerservice_m2m_asset_contact)
    • Account Team Member (sn_customerservice_team_member)
    • Social Profiles table (sn_app_cs_social_social_profile)
    • Social Logs table (sn_app_cs_social_social_log)
    • Knowledge Applied to Tasks table (m2m_kb_task)
    Tables in CSM Workspace view
    The CSM Workspace view (workspace_csm) is provided for the following tables:
    • Interaction (interaction)
    • Location (cmn_location)
    The CSM Workspace view for these tables is similar to the respective default platform interface view.

    Lists

    The list categories and filtered lists that have been configured for customer service agents in CSM workspaces.
    Table 1. Lists and filtered lists for Customer Service agents
    List Category Filtered Lists Description
    Cases My Cases Cases assigned to the customer service agent.
    My Open Open cases assigned to the customer service agent.
    Unassigned for my groups Cases that belong to any of the customer service agent's groups but have not been assigned to an agent.
    All All customer service cases.
    Major Issue Management Major Cases Major cases that have been accepted.
    Customer Accounts A list of customer accounts.
    Partners A list of partner accounts.
    Contacts A list of customer contacts.
    Consumers A list of consumers.
    Interactions My Interactions Interactions that are assigned to the customer service agent (agent's name appears in the Assigned to field on the interaction record).
    Knowledge My Knowledge Articles Knowledge articles authored by the customer service agent (agent's name appears in the Author field).
    Note:
    This list appears in the list panel when the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer) is activated.
    Catalog Tasks Assigned to my groups Catalog tasks assigned to the current agent's groups.
    Note:
    Additional filtered lists appear in the list panel when a customer service agent also has the itil role.