Set up CSM Configurable Workspace

  • Release version: Yokohama
  • Updated June 9, 2025
  • 4 minutes to read
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    Summary of Set up CSM Configurable Workspace

    The CSM Configurable Workspace enables customer service agents to engage with customers by answering questions, creating cases, and resolving issues within an optimized workspace environment. Setting up this workspace involves activating the necessary plugins, using guided setup tools, configuring communication channels, and customizing workspace components to improve agent productivity and customer interactions.

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    Key Features

    • Plugin Activation: Activate the Customer Service plugin (com.sncustomerservice) to enable the CSM Configurable Workspace functionality.
    • Guided Setup: Use the Customer Service Management Guided Setup to configure the workspace step-by-step. This includes branding, tab settings, lists, forms, search, notifications, advanced work assignment, agent chat, and playbooks.
    • Branding and Theming: Apply consistent visual styles across the workspace for a unified user experience.
    • Tab Settings: Configure new record creation menus and select service catalogs for agents.
    • Lists and Forms: Customize lists by category and filters based on user roles; tailor forms and fields dynamically depending on record types and roles.
    • Search Configuration: Define search sources to allow agents to efficiently locate records or knowledge articles.
    • Notifications: Set conditions for when workspace notifications appear, such as on record updates or assignments.
    • Advanced Work Assignment (AWA): Automate routing of tasks and interactions to appropriate agents.
    • Agent Chat: Enable live chat capabilities between agents and customers with management features for conversations.
    • Playbooks: Use guided, task-oriented workflows to assist agents in handling common scenarios.
    • UI Builder Integration: Customize workspace pages, including landing pages, record pages, and customer information tabs, using UI Builder.
    • Communication Channels and Routing: Set up chat and call channels with automated routing to optimize customer engagement.

    Additional Workspace Components

    • Landing Page: Modify or create landing pages that serve as the agent’s initial workspace view, using UI Builder.
    • Form Ribbon and Header: Configure components like Customer 360, Timeline, SLA, and form headers to provide quick access to critical case or customer information.
    • Highlighted Values and Form Actions: Customize fields that are prominently displayed and create actionable UI links for agent workflows.
    • Contextual Side Panel: Display form ribbon details and secondary header values; configure which tabs appear or are excluded.
    • Interaction Record Tab Titles: Show meaningful field values such as contact names as tab titles for easier navigation.
    • Create Case UI Action: Enable case type selection for specific tables to streamline case creation.
    • Service Catalogs: Configure catalogs within the workspace to support agents fulfilling service requests effectively.

    Practical Benefits for ServiceNow Customers

    By setting up the CSM Configurable Workspace, ServiceNow customers empower their agents with a tailored, efficient environment that streamlines customer service workflows. The guided setup and modular configuration options allow organizations to align the workspace with their branding, business processes, and service delivery needs. Integration with communication channels and intelligent routing ensures customers receive timely, relevant support. The customizable UI components enhance agent experience by providing context-rich information and actionable tools, ultimately improving case resolution times and customer satisfaction.

    Set up CSM Configurable Workspace for your agents so they can engage with customers, answer questions, create cases, and resolve issues.

    Complete the following tasks to set up CSM Configurable Workspace:
    1. Activate the Customer Service plugin (com.sn_customerservice).
    2. Set up CSM Configurable Workspace using guided setup.
    3. Set up communication channels and routing.
    4. Set up additional components specific to CSM Configurable Workspace.

    Activate the plugin

    Activating the Customer Service plugin (com.sn_customerservice) provides the CSM Configurable Workspace functionality. For more information, see the following topics:

    Set up CSM Configurable Workspace using guided setup

    You can set up CSM Configurable Workspace by using the Customer Service Management Guided Setup. To use the guided setup:
    1. Navigate to Customer Service > Administration > Guided Setup.
    2. Select Get Started on the Welcome page.
    3. Scroll through the list of guided setup categories until you reach the CSM Configurable Workspace category.
    4. Select Get Started in the CSM Configurable Workspace category.

      The CSM Configurable Workspace category includes one task for the Configurable Workspace Guided Setup.

    5. Select Configure to go to the Configurable Workspace Guided Setup.
    6. Select Get Started.
    The Configurable Workspace Guided Setup includes a sequence of workspace configuration tasks.
    Table 1. Configurable Workspace configuration tasks
    Task Description
    Branding and theming A theme sets the visual style of a configurable workspace experience and provides a consistent look and feel across all pages.
    Tab Settings Configure the following in the Tab Settings category:
    • Configure a New Record menu by adding a table that agents can select to create new records in a configurable workspace.
    • Select a Service Catalog for your agents to use with a configurable workspace.
    Lists Configure list categories, filtered lists, and tailor lists to show specific items by user role in a configurable workspace.
    • Create list categories
    • Create filtered lists
    Forms Configure the way forms appear for your agents or workers in a configurable workspace. You can also configure the fields that appear on the form to be different depending on the record type and user roles. For more information, see Administering forms for Configurable Workspace.
    Additional Forms Configuration Configure templates that agents can use to pre-populate fields and UI actions to make a configurable workspace more interactive. For more information, see Administering forms for Configurable Workspace.
    Search Define search sources that your agents can query in a configurable workspace. Agents can use these keywords to search for specific records or knowledge articles.
    Configurable Workspace Notifications Determine the conditions when notifications display in a configurable workspace, such as when a record updates or a record assigns to a user.
    Advanced Work Assignment (AWA) Set up Advanced Work Assignment to automatically route tasks and interactions to the right agents.
    Configurable Workspace Agent Chat Configure Agent Chat to enable live agents to chat with customers and manage various conversation features for agents and end users. For more information, see Setting up Agent Chat.
    Playbook Playbooks display business process workflows in a simple task-oriented view. These step-by-step procedures guide users through workflows that address commonly encountered situations. For more information, see Building Playbooks.

    Configuring workspace pages in UI Builder

    You can use UI Builder to configure the pages and components that display information in CSM Configurable Workspace including the following:

    For more information, see the Manage UI Builder pages and page variants topic in the UI Builder documentation.

    Set up communication channels and routing

    Enable agents to chat with customers or to receive and place customer calls. You can also set up routing that automatically directs chats to the appropriate agents. For more information, see Setting up Agent Chat.

    Set up additional CSM Configurable Workspace components

    Complete these tasks to set up the components that are specific to CSM Configurable Workspace.
    Table 2. Additional CSM Configurable Workspace configuration tasks
    Task Description
    Create or modify a landing page The landing page is an agent's initial view of the workspace. The CSM Landing Page is included with the Customer Service plugin. You can modify this landing page or you can create and modify a page variant in UI Builder.
    Set up a ribbon configuration in CSM Configurable Workspace The form ribbon includes components that display information about a record. You can add the Customer 360, Timeline, and SLA components to the Case form ribbon. You can also configure attributes for the Customer 360 and Timeline components.
    Set up a form header in CSM Configurable Workspace Configure form headers that provide a quick summary of case, account, or contact information.
    Set up a highlighted value in a form header in CSM Configurable Workspace Configure fields that appear as highlighted values in form headers in CSM Configurable Workspace.
    Set up a form action in CSM Configurable Workspace Create form actions that link to UI actions so that you can use the UI actions in CSM Configurable Workspace.
    Display the form ribbon and form header secondary values in the Contextual side panel Configure the form ribbon and the secondary values that appear in a form header to display in the Contextual side panel in CSM Configurable Workspace.
    Display field values as interaction record tab titles Display field values, such as contact or consumer names, as titles on interaction record tabs in CSM Configurable Workspace.
    Enable the Create Case UI action for case type selection Enable the Create Case UI action for case type selection for one or more selected tables.
    Configure tabs in the contextual side panel Use the inlineTabExclusion UX page property to prevent tabs from appearing in the configurable side panel in CSM Configurable Workspace.
    Configure service catalogs for CSM workspaces Customer service agents use service catalogs to fulfill catalog item requests. You can configure the Service Workspace Portal to use the catalogs that contain the desired items.