Migrate to CSM Configurable Workspace

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Migrate to CSM Configurable Workspace

    This guide assists ServiceNow customers in migrating from CSM Agent Workspace to CSM Configurable Workspace. Customers currently using CSM Agent Workspace can retain most existing configurations, but some features require specific configuration adjustments for the Configurable Workspace. Migration involves using lists, forms, and the UI Builder tool to adapt configurations appropriately.

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    It is important to note that configuration changes in one workspace may affect the other due to shared elements. Customers not currently using CSM Agent Workspace and wishing to implement CSM Configurable Workspace should start with the guided setup available under Customer Service > Administration > Guided Setup > CSM Configurable Workspace.

    Workspace Configuration Compatibility

    • Configurations that work without modification: Ribbons and forms function identically in both CSM Agent Workspace and CSM Configurable Workspace.
    • Configurations requiring changes: Lists and list categories need to be reconfigured specifically for the CSM Configurable Workspace.

    Workspace Features for Migration

    Below are key features available in the CSM Configurable Workspace that require attention during migration:

    • Activity Stream: Enables communication between agents and requesters with internal notes on records.
    • Agent Assist: Provides automatic search results with potential solutions for opened records.
    • Agent Chat for Customer Service Management: Supports agent-customer interactions, incident/case creation, and chat transfers.
    • Branding and Theming: Allows customization of workspace appearance to align with company branding.
    • Email Composer and Viewer: Facilitates communication via email between requesters and fulfillers.
    • Customer Central: Displays all customer interactions with the contact center as information cards.
    • Declarative Actions: Adds custom functionality to forms, fields, and lists without scripting.
    • Forms and Form Headers: Central user interface for agents with record overviews.
    • Global Search: Enables searching within defined sources in Configurable Workspaces.
    • Highlights: Uses background colors to visually indicate status on values.
    • Lists: Displays filtered record lists such as tasks.
    • Ribbons: Provides quick, relevant record information like timelines or user summaries.
    • UI Action Bar: Includes custom buttons, menu items, and role-based form access controls.

    Following this guidance will enable customers to efficiently migrate their configurations, maintain workspace functionality, and leverage the enhanced customization and features of CSM Configurable Workspace.

    Follow the instructions in this topic to migrate from CSM Agent Workspace to CSM Configurable Workspace.

    If you are currently using CSM Agent Workspace and want to migrate to CSM Configurable Workspace, you can continue using most of your existing configurations. Some features, however, need to be configured specifically for CSM Configurable Workspace. You can migrate some of the configurations using lists and forms and others using the UI Builder tool.

    Table 1. Workspace configuration examples
    Workspace configurations Examples
    Configurations that work in both CSM Agent Workspace and CSM Configurable Workspace without modification.
    • Ribbons
    • Forms
    Configurations that are different for CSM Configurable Workspace.
    • Lists
    • List categories

    Also, be aware that some configuration changes made for one workspace can also affect the other. For example, changes to the CSM Agent Workspace configuration may impact CSM Configurable Workspace. The same applies to changes to the CSM Configurable Workspace configuration, which may impact CSM Agent Workspace.

    Note:
    For customers who are not currently using CSM Agent Workspace and want to implement CSM Configurable Workspace:
    • Use the CSM Configurable Workspace guided setup by navigating to Customer Service > Administration > Guided Setup > CSM Configurable Workspace. Clicking Configure in this category takes you to the Configurable Workspace guided setup. The information and instructions in the different guided setup categories can help you set up a new implementation of CSM Configurable Workspace.
    • For additional information, see Setting up Workspace.

    Workspace features

    This section provides information, parameters, and steps to complete the migration of CSM Agent Workspace configurations to CSM Configurable Workspace. Select the feature that you want to migrate from the following list.

    Table 2. Workspace features and descriptions
    Feature Description
    Activity stream Activity Stream enables agents to communicate with requesters and make internal notes about the work done on a record.
    Agent assist Agent assist provides agents with automatic search results that show possible solutions for records they open.
    Agent Chat for Customer Service Management Configurable Workspace Agent Chat enables agents to interact with customers, create incident or case records, or transfer chats to another agent or queue.
    Branding and theming Branding and theming enables you to customize your Configurable Workspace to your company branding and theming.
    Email Composer and Email Viewer The Email Composer enables requestors and fulfillers to use email to communicate.
    Customer Central Customer Central displays all the touch points that a customer has had with a contact center in the form of information cards.
    Declarative actions Declarative actions add custom functionality to your Workspace forms, fields, lists, and related lists without writing custom scripts or learning APIs.
    Forms The form is the user interface where agents do most of their work.
    Form headers Form headers provide an overview of the record.
    Global Search in configurable workspaces Global Search provides users with the ability to search for information within the defined search sources.
    Highlights Highlights provide background color that visually expresses the status of a highlighted value.
    Lists The list view displays filtered lists of records, such as All tasks, Open tasks, and My tasks.
    Ribbons Ribbons help agents quickly scan relevant information about a record, such as a timeline, a user, or a customer summary.
    UI Action Bar UI actions include custom buttons, menu items, and limiting access to forms based on user role.