Set up CSM Configurable Workspace

  • Release version: Xanadu
  • Updated August 19, 2025
  • 4 minutes to read
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    Summary of Set up CSM Configurable Workspace

    The CSM Configurable Workspace enables customer service agents to effectively engage with customers, handle inquiries, create cases, and resolve issues within a tailored workspace environment. Setting up this workspace involves activating the Customer Service plugin, using guided setup to configure workspace features, establishing communication channels, and customizing workspace components specific to CSM.

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    Key Setup Steps

    • Activate the Customer Service plugin: Enable the com.sncustomerservice plugin to access the CSM Configurable Workspace functionality.
    • Use Guided Setup: Access Customer Service > Administration > Guided Setup, then select the CSM Configurable Workspace category to follow a structured setup process. This includes configuring themes, tabs, lists, forms, search, notifications, Advanced Work Assignment (AWA), Agent Chat, and Playbooks.
    • Configure Workspace Pages with UI Builder: Customize landing pages, record pages, and tabs such as Customer Central using UI Builder for a tailored agent experience.
    • Set up Communication Channels and Routing: Enable live chat and phone interactions for agents, and configure routing rules to direct customer requests to the appropriate agents.
    • Configure Additional Components: Customize landing pages, form ribbons, headers, highlighted values, form actions, contextual side panels, tab titles, and case creation UI actions. Also configure service catalogs to support catalog item requests within service workspaces.

    Key Outcomes

    • Agents gain a consistent, branded workspace tailored to their roles and workflows.
    • Enhanced agent productivity through customizable forms, lists, search capabilities, and guided playbooks.
    • Improved customer engagement with integrated communication channels and intelligent routing.
    • Flexible workspace pages and components that can be adjusted through UI Builder to fit organizational needs.
    • Streamlined case creation and management with configurable UI actions and side panel displays.

    Set up CSM Configurable Workspace for your agents so they can engage with customers, answer questions, create cases, and resolve issues.

    Complete the following tasks to set up CSM Configurable Workspace:
    1. Activate the Customer Service plugin (com.sn_customerservice).
    2. Set up CSM Configurable Workspace using guided setup.
    3. Set up communication channels and routing.
    4. Set up additional components specific to CSM Configurable Workspace.

    Activate the plugin

    Activating the Customer Service plugin (com.sn_customerservice) provides the CSM Configurable Workspace functionality. For more information, see the following topics:

    Set up CSM Configurable Workspace using guided setup

    You can set up CSM Configurable Workspace by using the Customer Service Management Guided Setup. To use the guided setup:
    1. Navigate to Customer Service > Administration > Guided Setup.
    2. Select Get Started on the Welcome page.
    3. Scroll through the list of guided setup categories until you reach the CSM Configurable Workspace category.
    4. Select Get Started in the CSM Configurable Workspace category.

      The CSM Configurable Workspace category includes one task for the Configurable Workspace Guided Setup.

    5. Select Configure to go to the Configurable Workspace Guided Setup.
    6. Select Get Started.
    The Configurable Workspace Guided Setup includes a sequence of workspace configuration tasks.
    Table 1. Configurable Workspace configuration tasks
    Task Description
    Branding and theming A theme sets the visual style of a configurable workspace experience and provides a consistent look and feel across all pages.
    Tab Settings Configure the following in the Tab Settings category:
    • Configure a New Record menu by adding a table that agents can select to create new records in a configurable workspace.
    • Select a Service Catalog for your agents to use with a configurable workspace.
    Lists Configure list categories, filtered lists, and tailor lists to show specific items by user role in a configurable workspace.
    • Create list categories
    • Create filtered lists
    Forms Configure the way forms appear for your agents or workers in a configurable workspace. You can also configure the fields that appear on the form to be different depending on the record type and user roles. For more information, see Administering forms for Configurable Workspace.
    Additional Forms Configuration Configure templates that agents can use to pre-populate fields and UI actions to make a configurable workspace more interactive. For more information, see Administering forms for Configurable Workspace.
    Search Define search sources that your agents can query in a configurable workspace. Agents can use these keywords to search for specific records or knowledge articles.
    Configurable Workspace Notifications Determine the conditions when notifications display in a configurable workspace, such as when a record updates or a record assigns to a user.
    Advanced Work Assignment (AWA) Set up Advanced Work Assignment to automatically route tasks and interactions to the right agents.
    Configurable Workspace Agent Chat Configure Agent Chat to enable live agents to chat with customers and manage various conversation features for agents and end users. For more information, see Setting up Agent Chat.
    Playbook Playbooks display business process workflows in a simple task-oriented view. These step-by-step procedures guide users through workflows that address commonly encountered situations. For more information, see Building Playbooks.

    Configuring workspace pages in UI Builder

    You can use UI Builder to configure the pages and components that display information in CSM Configurable Workspace including the following:

    For more information, see the Manage UI Builder pages and page variants topic in the UI Builder documentation.

    Set up communication channels and routing

    Enable agents to chat with customers or to receive and place customer calls. You can also set up routing that automatically directs chats to the appropriate agents. For more information, see Setting up Agent Chat.

    Set up additional CSM Configurable Workspace components

    Complete these tasks to set up the components that are specific to CSM Configurable Workspace.
    Table 2. Additional CSM Configurable Workspace configuration tasks
    Task Description
    Create or modify a landing page The landing page is an agent's initial view of the workspace. The CSM Landing Page is included with the Customer Service plugin. You can modify this landing page or you can create and modify a page variant in UI Builder.
    Set up a ribbon configuration in CSM Configurable Workspace The form ribbon includes components that display information about a record. You can add the Customer 360, Timeline, and SLA components to the Case form ribbon. You can also configure attributes for the Customer 360 and Timeline components.
    Set up a form header in CSM Configurable Workspace Configure form headers that provide a quick summary of case, account, or contact information.
    Set up a highlighted value in a form header in CSM Configurable Workspace Configure fields that appear as highlighted values in form headers in CSM Configurable Workspace.
    Set up a form action in CSM Configurable Workspace Create form actions that link to UI actions so that you can use the UI actions in CSM Configurable Workspace.
    Display the form ribbon and form header secondary values in the Contextual side panel Configure the form ribbon and the secondary values that appear in a form header to display in the Contextual side panel in CSM Configurable Workspace.
    Display field values as interaction record tab titles Display field values, such as contact or consumer names, as titles on interaction record tabs in CSM Configurable Workspace.
    Enable the Create Case UI action for case type selection Enable the Create Case UI action for case type selection for one or more selected tables.
    Configure tabs in the contextual side panel Use the inlineTabExclusion UX page property to prevent tabs from appearing in the configurable side panel in CSM Configurable Workspace.
    Configure service catalogs for CSM workspaces Customer service agents use service catalogs to fulfill catalog item requests. You can configure the Service Workspace Portal to use the catalogs that contain the desired items.