Selecting a CSM workspace interface

  • Release version: Washingtondc
  • Updated March 4, 2024
  • 1 minute to read

    • You can choose to configure and use either CSM Configurable Workspace, CSM Agent Workspace, or both.

    The following topics describe the benefits of each CSM workspace. Consider these benefits to determine which workspace is the right choice for your agents.

    Table 1. Workspaces in Customer Service Management
    Workspace Description
    CSM Configurable Workspace CSM Configurable Workspace is based on the Workspace UI. This workspace is configurable with UI Builder and uses the Next Experience user interface. You can easily configure and extend this workspace to meet your user needs.
    CSM Agent Workspace CSM Agent Workspace enables you to integrate Customer Service Management with other ServiceNow applications, including:

    After selecting and setting up a workspace, you can configure different features to use in your CSM workspace. For more information, see Set up CSM Configurable Workspace.

    Important:
    CSM Agent Workspace is now deprecated and no longer supported or available for new activation. CSM Configurable Workspace provides the latest experience for this functionality. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base.