Migrate to CSM Configurable Workspace
Summarize
Summary of Migrate to CSM Configurable Workspace
This guide assists ServiceNow customers in migrating from CSM Agent Workspace to CSM Configurable Workspace, introduced in the Yokohama release. It highlights that most existing configurations can be retained, but certain features require specific reconfiguration for the Configurable Workspace. Migration involves using lists, forms, and the UI Builder tool to adapt configurations accordingly.
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Customers not currently using CSM Agent Workspace can directly implement CSM Configurable Workspace through the guided setup available under Customer Service > Administration > Guided Setup > CSM Configurable Workspace, facilitating new implementations.
Key Configuration Considerations
- Configurations compatible without modification: Ribbons and forms work seamlessly in both workspaces.
- Configurations requiring changes: Lists and list categories need specific adjustments for Configurable Workspace.
- Interdependencies: Changes in one workspace's configuration (Agent Workspace or Configurable Workspace) may impact the other, so careful coordination is necessary.
Workspace Features for Migration
The migration covers a variety of features essential to customer service operations, including:
- Activity Stream: Enables agent communication with requesters and internal notes on records.
- Agent Assist: Provides automatic search results with possible solutions for open records.
- Agent Chat: Allows agents to interact with customers, create incidents or cases, and transfer chats.
- Branding and Theming: Customizes workspace appearance to align with company branding.
- Email Composer and Viewer: Facilitates email communication between requestors and fulfillers.
- Customer Central: Shows customer touchpoints via information cards.
- Declarative Actions: Adds custom functionality without scripting.
- Forms and Form Headers: Central user interface for agent work with record overviews.
- Global Search: Enables searching within defined sources in the workspace.
- Highlights: Visually express status with background colors.
- Lists: Display filtered record lists such as tasks.
- Ribbons: Provide quick record insights like timelines or customer summaries.
- UI Action Bar: Supports custom buttons, menu items, and role-based access control.
Each feature may require specific migration steps to ensure functionality in the Configurable Workspace environment.
Follow the instructions in this topic to migrate from CSM Agent Workspace to CSM Configurable Workspace.
If you are currently using CSM Agent Workspace and want to migrate to CSM Configurable Workspace, you can continue using most of your existing configurations. Some features, however, need to be configured specifically for CSM Configurable Workspace. You can migrate some of the configurations using lists and forms and others using the UI Builder tool.
| Workspace configurations | Examples |
|---|---|
| Configurations that work in both CSM Agent Workspace and CSM Configurable Workspace without modification. |
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| Configurations that are different for CSM Configurable Workspace. |
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Also, be aware that some configuration changes made for one workspace can also affect the other. For example, changes to the CSM Agent Workspace configuration may impact CSM Configurable Workspace. The same applies to changes to the CSM Configurable Workspace configuration, which may impact CSM Agent Workspace.
- Use the CSM Configurable Workspace guided setup by navigating to . Clicking Configure in this category takes you to the Configurable Workspace guided setup. The information and instructions in the different guided setup categories can help you set up a new implementation of CSM Configurable Workspace.
- For additional information, see Setting up Workspace.
Workspace features
This section provides information, parameters, and steps to complete the migration of CSM Agent Workspace configurations to CSM Configurable Workspace. Select the feature that you want to migrate from the following list.
| Feature | Description |
|---|---|
| Activity stream | Activity Stream enables agents to communicate with requesters and make internal notes about the work done on a record. |
| Agent assist | Agent assist provides agents with automatic search results that show possible solutions for records they open. |
| Agent Chat for Customer Service Management Configurable Workspace | Agent Chat enables agents to interact with customers, create incident or case records, or transfer chats to another agent or queue. |
| Branding and theming | Branding and theming enables you to customize your Configurable Workspace to your company branding and theming. |
| Email Composer and Email Viewer | The Email Composer enables requestors and fulfillers to use email to communicate. |
| Customer Central | Customer Central displays all the touch points that a customer has had with a contact center in the form of information cards. |
| Declarative actions | Declarative actions add custom functionality to your Workspace forms, fields, lists, and related lists without writing custom scripts or learning APIs. |
| Forms | The form is the user interface where agents do most of their work. |
| Form headers | Form headers provide an overview of the record. |
| Global Search in configurable workspaces | Global Search provides users with the ability to search for information within the defined search sources. |
| Highlights | Highlights provide background color that visually expresses the status of a highlighted value. |
| Lists | The list view displays filtered lists of records, such as All tasks, Open tasks, and My tasks. |
| Ribbons | Ribbons help agents quickly scan relevant information about a record, such as a timeline, a user, or a customer summary. |
| UI Action Bar | UI actions include custom buttons, menu items, and limiting access to forms based on user role. |