---
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 Interaction record page

# CSM Interaction record page {#ariaid-title1}

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

The CSM Interaction record page provides CSM interaction management features and functionality and enables agents to accept and respond to live chats, calls, email and SMS messages.
The CSM Interaction record page provides the basic structure for an interaction record, including interaction information and related search results.  
Figure 1. CSM Interaction record page

The CSM Interaction record page is included with the CSM/FSM Configurable Workspace experience.

## Record presence feature {#csm-interaction-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-interaction-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).

## Recommended Actions feature {#csm-interaction-record-page__section_jx4_fdj_w2c}

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 for the chat, video, email, and walk-up channels on the CSM Interaction record page.

* AI search 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 interaction 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.  
  For the Knowledge source type, agents can do the following:
  * Share an article link in chat, and email.
  * Copy link to an article.
  * Read an article.
  * Flag an article.
  * Mark an article as helpful.
  {#csm-interaction-record-page__ul_bkh_tvx_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 so that relevant actions are displayed for the agents, 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-interaction-record-page__ul_wdx_s4b_y2c}
**Related topics**   

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