Agent experience for CSM release notes
Summarize
Summary of Agent Experience for CSM Release Notes
The Washington DC release of the ServiceNow® Agent Experience for Customer Service Management (CSM) enhances tools for customer service agents, streamlining their ability to resolve customer issues efficiently. This update introduces new features and improvements, focusing on usability, accessibility, and workspace configuration.
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Key Features
- Configurable Workspace: Simplified configuration using record pages with presets, controllers, and extension points.
- Front-line Case Page: A focused record page that allows agents to quickly gather context and respond to customers.
- Modeless Dialogs: Enables agents to compose comments and emails without losing case context.
- Accessibility Improvements: Conformance to WCAG 2.1 Level AA, with reflow support allowing up to 400% zoom without loss of functionality.
- Keyboard Shortcuts: Introduction of forty shortcuts to enhance navigation and task completion efficiency.
- Deprecation Notice: CSM Agent Workspace is deprecated; CSM Configurable Workspace is the new standard.
Key Outcomes
With these updates, customers can expect:
- Improved agent productivity through enhanced workspace configuration and quicker access to essential tools.
- Greater accessibility for all users, particularly those with visual impairments or mobility issues.
- An overall more streamlined and effective customer service experience, leading to faster resolution times and improved customer satisfaction.
The ServiceNow® Agent experience for CSM provides customer service agents with the tools they need to find, research, and resolve customer issues and questions. Agent experience for CSM was enhanced and updated in the Washington DC release.
Agent experience for CSM highlights for the Washington DC release
- Simplify your CSM Configurable Workspace configuration by using record pages that leverage logic such as presets, controllers, and extension points.
- Perform common actions in the user interface using keyboard shortcuts.
- Benefit from accessibility improvements to create a configurable workspace that supports Web Content Accessibility Guidelines (WCAG) 2.1 Level AA conformance.
See Agent experience for more information.
New in the Agent experience for CSM release
- Front-line case page
- Provide front-line agents with a record page that focuses on essential functionality. With the simplified case view, agents can quickly gather context, categorize cases, and provide prompt responses to customers.
- Modeless dialogs for Activity Compose and Email Compose
- Create comments, work notes, and email messages for cases using modeless dialogs in CSM Configurable Workspace. These moveable windows enable agents to see case context while drafting text.
Changed in this release
- CSM Configurable Workspace record pages
- The following record pages are the default pages for new customers:
- CSM default record page
- CSM Interaction record page
The following record pages remain the default record pages for upgrade customers:- Record default
- Interaction record page
- Dynamic Related Records for Configurable Workspace
- Starting with the Washington DC release, the Dynamic Related Records for the Configurable Workspace plugin (com.snc.uib.sn_dyn_rel_rec) has moved to the ServiceNow Store. Any new enhancements to the dynamic related records feature are delivered through this store app.
- Keyboard shortcuts
- Use keyboard shortcuts to reduce the time required to complete various tasks. For more information, see the Accessibility information section that follows.
- Reflow for Configurable Workspace
- CSM Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. For more information, see the Accessibility information section that follows.
Deprecations
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.
Activation information
Install CSM Configurable Workspace by requesting it from the ServiceNow Store. Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.
Browser requirements
ServiceNow workspaces don’t support mobile devices, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support.
Accessibility information
- Accessibility improvements
- Accessibility improvements were completed to create a configurable workspace that supports WCAG 2.1 Level AA conformance.
- Reflow
The Configurable Workspace supports reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Page layouts are transformed into a vertical, stacked view automatically when users increase browser zoom to 400%.
- Keyboard shortcuts
Forty keyboard shortcuts are now available to help you navigate across configurable workspace pages faster and more effectively without a mouse.
Shortcuts are contextual to the page that you're on and to the operating system that you're using. View the keyboard shortcuts that are available to you on a particular page through the keyboard shortcut modal. You can open the modal by selecting Keyboard shortcuts from the Next Experience User Preferences menu, or by using a keyboard shortcut (Control + / for Windows or Command + / for macOS).
This enhancement helps non-mouse and keyboard-only users or users with mobility issues and cognitive impairments to reduce the time required to complete various tasks.
Previously, a limited number of keyboard shortcuts were available when the Enable special keyboard shortcuts Next Experience user preference was turned on. Those shortcuts are included in the new keyboard shortcut framework and are accessible via the new modal. See Configure Next Experience accessibility preferences for additional information.
- Keyboard shortcuts for creating comments, work notes, and emails
- Use keyboard shortcuts to create comments, work notes, and emails when using the Front-line case page in CSM Configurable Workspace.