--- 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 default record page # CSM default record page {#ariaid-title1} * Release version: Xanadu * * Updated August 1, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read The CSM default record page provides CSM case management features and functionality and enables agents to create, monitor, and resolve cases. The CSM default record page includes the basic structure for a record page, including record information, a communication interface, and suggestions for issue resolution. This page is also known as the standard record page. Figure 1. CSM default record page The CSM default record page is included with the CSM/FSM Configurable Workspace experience. ## Record presence feature {#csm-default-record-page__section_j3d_fyf_2xb} The CSM default record page and the CSM Interaction record page include the record presence feature. This feature allows agents to see other users who are viewing the same record and enables easy collaboration. The user presence component displays an icon in the form header that shows the user who is currently viewing the record. For three or more users, the component displays two icons plus a number that represents additional users. * Hover over an icon to see more information about a user. * Click the number icon to see more information about the additional users. {#csm-default-record-page__ul_ys1_ryf_2xb}For more information about this feature, see [User presence](https://www.servicenow.com/docs/access?context=c_UserPresence&version=xanadu&pubname=xanadu-platform-user-interface&ft:locale=en-US). ## Email templates feature {#csm-default-record-page__section_qps_2sw_1yb} The CSM default record page includes the Email Templates feature. CSM Configurable Workspace pages that use the CSM default record page include the Email Templates tab in the contextual side panel. These templates contain default values for fields that agents can easily add to email messages in the Compose panel on case records. These default values can include the recipients (email addresses in the To, Cc, and Bcc fields), the sender, the subject of the email, and text to include in the message body. Users with the system administrator role can configure email templates by navigating to AllEmail ClientEmail Client Templates and selecting New. For more information, see [Create an email client template](https://www.servicenow.com/docs/access?context=t_CreateAnEmailClientTemplate&version=xanadu&pubname=xanadu-platform-administration&ft:locale=en-US). Agents can use this feature to do the following: * View available email templates. * Select an email template to display the template details. * Apply the selected template to an email in the Compose panel. {#csm-default-record-page__ul_dxm_wbx_1yb} For more information, see [Compose an email from an email template](https://servicenow-prod.fluidtopics.net/OjNH2s~jM8~SDuzluNE4BA "As an agent, you can compose emails using email templates. These templates contain default values for fields that you can easily add to email messages in the Compose panel on case records."). ## Recommended Actions feature The Recommended Actions tab includes [AI search](https://servicenow-prod.fluidtopics.net/csGtUhDlgXeYnYSvc3wNUg "Enable agents to use AI search in Recommended Actions to find relevant resources or resolutions for customer issues.") functionality and Suggested Actions. * [AI search](https://servicenow-prod.fluidtopics.net/csGtUhDlgXeYnYSvc3wNUg "Enable agents to use AI search in Recommended Actions to find relevant resources or resolutions for customer issues.") tab: Agents can use AI search to find relevant resources or resolutions for customer issues. The search feature displays an initial set of search results based on the text in the case short description. This initial set of results includes knowledge articles. Agents can also enter different search keywords and repeat the search. From the list of search results, agents can select a source to see search results of that type. The following table shows the actions that an agent can perform on search results:{#csm-default-record-page__table_mc2_njv_bfc__entry__2} | Source type | Guidance actions | |-|-| | Knowledge base articles | * Attach and add a link in email. * Attach and add a link in comment. * Add a link in work note. * Copy a link. * Read an article. * Mark an article as helpful. {#csm-default-record-page__ul_vnw_xqv_bfc} | | Cases | * Show or copy a resolution for resolved cases. * Link or open a case. {#csm-default-record-page__ul_d4g_2rv_bfc} | | Incidents | * Link an incident. * Open an incident. {#csm-default-record-page__ul_kth_krv_bfc} | | Problems | * Link a problem. * Open a problem. {#csm-default-record-page__ul_m2y_mrv_bfc} | | Requests | * Link a change request. * Open a change request. {#csm-default-record-page__ul_s5g_4rv_bfc} | [Table 1. Source type and guidance actions on the CSM default record page] {#csm-default-record-page__table_mc2_njv_bfc} For all the other source types, default guidance is supported. The Default guidance for search results is a guidance that can be used for any search sources that don't have mapped guidances. For more information on default guidance, see . For more information on how to avail the AI search feature in Recommended Actions, 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."). For more information, see [Use AI search in Recommended Actions to resolve cases](https://servicenow-prod.fluidtopics.net/BF31H8extGIGkCiLSHYdjw "As an agent, use AI search in Recommended Actions to help address customer issues and resolve cases quickly."). Note: Using Recommended Actions in the contextual side panel requires the [Recommended Actions](https://servicenow-prod.fluidtopics.net/BY0JRLW3Y9XSFN5X8zhFVQ "Use the Recommended Actions application to display relevant actions to agents based on a context of a record or enable agents to perform an AI search to find relevant resources. Agents can quickly and easily take these actions to help customers and resolve their issues.") application (sn_cs_nb_action) which is included with the CSM Configurable Workspace application. * Suggested Actions tab: This tab displays relevant actions to agents based on a context of a record or recommend a value for a field. For more information on how to configure contexts to display relevant actions for the agent, see [Recommended Actions](https://servicenow-prod.fluidtopics.net/oe2qDjw5iqirIx4W2vcUMw "Use Recommended Actions to display relevant actions to agents based on a context of a record or recommend a value for a field."). {#csm-default-record-page__ul_i3l_vz1_y2c} *[\>]: and then