CSM Configurable Workspace form features
Summarize
Summary of CSM Configurable Workspace form features
The CSM Configurable Workspace form in ServiceNow provides customer service agents with enhanced tools to manage accounts, view important notes, and perform actions efficiently within their workspace. Key features include visual account hierarchies, prioritized special handling notes, configurable agent actions, and integrated Agent assist capabilities.
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Account hierarchy
Agents can access a visual tree structure of parent-child and sibling account relationships directly from the Account form using the open hierarchy icon. The hierarchy offers two views:
- Parent view: Displays the current account, its parent (if any), and related child or sibling accounts.
- Full view: Shows the entire organizational structure from the root account.
The current account is highlighted, and agents can expand/collapse nodes or open any account record in a subtab. This feature improves navigation and understanding of account relationships for better case handling.
Special handling notes
Special handling notes alert agents to critical information on records. When present, these notes appear in a pop-up window upon opening a record in the workspace. Notes can also be embedded in lists on record forms.
- Notes are prioritized from 1 (highest, red) to 4 (lowest, gray) and sorted by priority.
- Each note shows its priority, short description, and message.
- Agents can dismiss notes individually or close the pop-up once all notes are dismissed.
Configuration and creation of special handling notes require specific roles (snshn.admin and sncustomerservicemanager). This feature ensures customers receive personalized and context-aware service.
Agent actions
Actions for agents appear as buttons or menu items in the form header and must be enabled per form by workspace administrators:
- For CSM Agent Workspace, custom UI actions require setup as per legacy workspace guidelines.
- For CSM Configurable Workspace, UI actions can be linked directly to form actions.
- The Create Knowledge action demands activation of the Knowledge Management Advanced Installer plugin, enabling a specific property, and setting the KCS article template.
This setup empowers agents to perform relevant tasks quickly and maintain knowledge base content effectively.
Agent assist
Available on the Interaction form, Agent assist helps agents search for relevant information during customer interactions. By default, searchable sources include Knowledge articles, Service Catalog, and ServiceNow Community content.
This tool supports faster case resolution by providing contextual knowledge and recommendations. Enabling or disabling AI-powered Recommended Actions and Agent assist requires specific configurations.
CSM Configurable Workspace form features include account hierarchy, special handling notes, and agent actions.
Account hierarchy
) in the Name field to see the parent-child account relationships in the Account Hierarchy pop-up window. The account hierarchy is available for accounts that have a parent or child account. The account hierarchy uses a tree structure to show the parent, child, and sibling accounts. The parent view displays the current account, the parent account (if applicable), and any child or sibling accounts. The full view displays the entire structure of the organization from the root account. The current account is highlighted in the account structure.
- Expand and collapse the tree structure.
- Switch between the parent view and the full view of the account hierarchy.
- Click an account to open the Account form in a sub tab.
For information about creating an account hierarchy, see Account hierarchy.
Special handling notes
Special handling notes bring important information about individual records to the attention of the customer service agent. If special handling notes are available for a record, these notes are displayed in a pop-up window when the record is opened in a CSM workspace. Notes can also be displayed in an embedded list or a related list on a record form. Notes are ordered by priority in the pop-up window and in lists.
- Priority 1 — red
- Priority 2 — orange
- Priority 3 — purple
- Priority 4 — gray
- Dismiss individual notes. When all notes are dismissed, the pop-up window closes.
- Close the window.
- Users with the sn_shn.admin role can configure special handling notes and specify properties.
- Users with the sn_shn.admin or sn_customerservice_manager roles can create special handling notes.
For more information about configuring the special handling notes feature, see Special handling notes overview.
Agent actions
- For CSM Agent Workspace, actions must be enabled for each form by the workspace administrator. For more information, see Set up custom UI actions in legacy workspace.
- For CSM Configurable Workspace, you can link UI actions to form actions. For more information, see Set up a form action in CSM Configurable Workspace.
- Activate the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer).
- Set the sn_customerservice.enable_knowledge_kcs property to true.
- Set the KCS Article template to true (navigate to ).
Agent assist
Agent assist is available on the Interaction form in CSM Configurable Workspace. Users with the customer service agent role (sn_customerservice_agent) can use Agent assist to search for information from an interaction. By default, the available search sources include Knowledge articles, Service Catalog, and ServiceNow Community blogs and posts. For more information, see Set up Agent assist.
For more information on how to enable Recommended Actions - AI search and disable Agent Assist, see Enable AI search in Recommended Actions.