---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# CSM Configurable Workspace form features

# CSM Configurable Workspace form features {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

CSM Configurable Workspace form features include account hierarchy, special handling notes, and agent actions.

## Account hierarchy {#csm-agent-workspace-agent-actions__section_pry_nxt_rdb}

From the Account form, customer service agents can click the open hierarchy icon (![Open hierarchy icon]()) 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. Figure 1. CSM Workspace Account Hierarchy pop-up window

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.  
Customer service agents can:

* 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.
{#csm-agent-workspace-agent-actions__ul_gzq_4j1_whb}

For information about creating an account hierarchy, see [Account hierarchy](https://servicenow-prod.fluidtopics.net/rkX4qbSPEEr5ZaFz_2~Kaw "Use the account hierarchy feature to create a parent-child relationship between accounts.").

## Special handling notes {#csm-agent-workspace-agent-actions__section_lwk_dyt_rdb}

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.  
Agents can see the priority, short description, and message for each note. A note can be assigned one of the following priorities, which also have associated colors.

* Priority 1 --- red
* Priority 2 --- orange
* Priority 3 --- purple
* Priority 4 --- gray
{#csm-agent-workspace-agent-actions__ul_uc1_3yt_rdb}  
Figure 2. Special handling notes pop-up window  
Agents can:

* Dismiss individual notes. When all notes are dismissed, the pop-up window closes.
* Close the window.
{#csm-agent-workspace-agent-actions__ul_jzt_kyt_rdb}  
In the Special Handling Notes module on the platform interface:

* 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.
{#csm-agent-workspace-agent-actions__ul_ykm_tnc_c2b}

For more information about configuring the special handling notes feature, see [Special
handling notes overview](https://servicenow-prod.fluidtopics.net/HdBf~40wgYdCGpwLiOq5SQ "The Special Handling Notes application enables you to create notes that bring important information about individual records, such as a case or account record, to the user's attention.").

## Agent actions {#csm-agent-workspace-agent-actions__section_s4w_hms_rdb}

Actions available to customer service agents appear in the form header as buttons or menu items.

* 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](https://servicenow-prod.fluidtopics.net/7_28r9NuPZ~_gf5a~uBxxQ "Create a form action that links to a UI action so that you can use the UI action in CSM Configurable Workspace.").
{#csm-agent-workspace-agent-actions__ul_llc_dbd_lnb}  
The Create Knowledge action requires the following setup:

* 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 KnowledgeAdministrationArticle Templates).
{#csm-agent-workspace-agent-actions__ul_oyn_qdp_3gb}

## Agent assist {#csm-agent-workspace-agent-actions__section_csm_aw_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](https://servicenow-prod.fluidtopics.net/HlMD39EkiBkB6nBK~TyNUw "As an admin, you can enable the Recommended Actions - AI search on the Front-line case page, CSM default record page, and CSM Interaction page (for chat, video, walk-up, and email channels) by setting the hideAgentAssistShowRA UX page property to true.").

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