Key Features

• Important Items Section: Displays critical scorecards such as high priority cases (including P1 and escalated cases), SLA breaches, cases not updated in over 3 days, case tasks, and unassigned cases. Selecting a scorecard filters and lists relevant records for immediate action.
• Cases Section: Shows lists of “My active cases” and “My team's cases,” enabling quick navigation to detailed case records.
• Performance Section: Tracks agent performance indicators like SLA compliance, reopened cases, customer satisfaction score (CSAT), response time, and resolution time. Selecting an indicator reveals related records or KPI details.
• Organization's Performance Section: Available in the Premium landing page with the Performance Analytics - Customer Service Management - Advanced plugin activated. It includes organization-wide metrics such as CSAT scores and new versus closed case trends over the past week, with access to detailed KPI pages.
• Customization and Multiple Landing Pages: Landing pages are customizable via UI Builder. Multiple landing pages can be created but only one is shown per user based on active status, order priority, and user permissions (roles or assignment groups).
• Plugin Requirements: The Premium landing page requires the CSM Configurable Workspace and the Performance Analytics - Content Pack - Customer Service Management - Advanced plugins.

What Customers Can Expect

With the CSM Landing Page - Premium, ServiceNow customers can expect streamlined case management and actionable performance insights within a single interface. Agents and managers gain the ability to prioritize work efficiently, access detailed case information quickly, and monitor both individual and organizational performance metrics. Administrators benefit from flexible customization options to align the workspace with their operational needs, enhancing productivity and service delivery.