--- 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 features # CSM Configurable Workspace features {#ariaid-title1} * Release version: Xanadu * * Updated August 1, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Agents can use several different features available in CSM Configurable Workspace to assist customers and resolve cases. ## CSM Configurable Workspace interface features {#csm-workspace-feature-overview__section_qfk_qvr_xnb} Use these topics to get an overview of the CSM Configurable Workspace interface, landing pages, and forms. {#csm-workspace-feature-overview__table_csm_workspace_feature_overview__entry__2} | Feature overview | Description | |-|-| | [CSM workspace landing pages](https://servicenow-prod.fluidtopics.net/Dsfa1shpXO2qzR55othT5Q "A landing page is a user’s initial view of their workspace. Landing pages present content tailored to a user’s assigned role and provide the information they need to get started with their work.") | Provides customer service agents with an overview of their new, assigned, and high priority cases, plus the cases assigned to their groups. | | [CSM workspace form headers](https://servicenow-prod.fluidtopics.net/kmuHFHmUIXseErHRU1nzcQ "Form headers in CSM Configurable Workspace provide a quick glance of case, account, or contact information.") | Provides an overview of configurable form headers, the primary and secondary values included in the headers, and where this information appears. | | [CSM workspace form features](https://servicenow-prod.fluidtopics.net/N842Yd~qews_x~1blUoHGg "CSM Configurable Workspace form features include account hierarchy, special handling notes, and agent actions.") | Provides an overview of agent actions, account hierarchy, special handling notes, related lists, and Agent Assist. | | [CSM workspace form ribbon and components](https://servicenow-prod.fluidtopics.net/jztnLSQfA9fLyYVHlPGbTw "The form ribbon provides includes components that display relevant information about a case and provide agents with a quick overview of the case details. These components can include a contact or consumer summary, a timeline, and SLA details.") | Provides agents with a quick overview of the case details. Components in the form ribbon display relevant information about the case, including a contact or consumer summary, a timeline, and SLA details. | [Table 1. Overview of CSM Configurable Workspace features] {#csm-workspace-feature-overview__table_csm_workspace_feature_overview} ## Additional features {#csm-workspace-feature-overview__section_pfq_qvr_xnb} A number of additional features are available for use with CSM Configurable Workspace.{#csm-workspace-feature-overview__table_nkr_p2s_xnb__entry__2} | Feature | Description | |-|-| | [AWA for CSM](https://servicenow-prod.fluidtopics.net/Rf0MlRXrcu~U0~0HD0wc7g "Use the ServiceNow Advanced Work Assignment (AWA) for Customer Service Management feature to automatically assign work items to agents based on their availability, capacity, and skills. AWA for CSM pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.") | Use Advanced Work Assignment (AWA) to automatically assign work items to agents based on their availability, capacity, and skills. | | [Chat summarization](https://servicenow-prod.fluidtopics.net/~iDsvpEXN5SbKBCuS04S0A "Use the chat summarization feature to automatically create summaries of chat conversations. The chat summary enables an agent to quickly gain an understanding of the interaction without reading the entire transcript of the conversation.") | Use chat summarization to automatically create summaries of chat conversations. | | [Workforce Optimization for Customer Service](https://servicenow-prod.fluidtopics.net/iJxt8BQtww_noyh9pBEKmA "Manage and maintain the productivity of your workforce from a single application using Workforce Optimization for Customer Service. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.") | Use Workforce Optimization to manage and maintain the productivity of your workforce. Efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. | | [Customer Central](https://servicenow-prod.fluidtopics.net/kC6bRYvrYP7PlW~YOMDGlA "Customer Central provides customer service agents with all the information about the customer in one central place. It enables them to quickly zoom in on the customer issues and provide efficient and supportive service to their customers.") | Use Customer Central to provide agents with all of the information about a customer in one central location. This feature enables agents to quickly zoom in on the customer issue and provide efficient and supportive service. | | [Customer Service Case Types](https://servicenow-prod.fluidtopics.net/wHczPnJjGL444BNcqRYnXQ "A case type represents the processes and the data that are needed to resolve a specific type of customer issue. Use the case types feature to create and configure the different types of customer service cases that your organization needs.") | Use case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue, such as a lost or missing credit card. | | [Proactive Customer Service Operations](https://servicenow-prod.fluidtopics.net/tLk35hLPtJ7XyvPoGn_j8Q "Proactively trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume.") | Use this feature to track the digital services used by your customers and to proactively create cases for service disruptions. | | [Playbooks for Customer Service Management](https://servicenow-prod.fluidtopics.net/VvtxUX4TRG9zIQbhkOL2iQ "The capabilities provided by playbooks enable agents to quickly resolve customer issues. These capabilities work together to provide agents with a better overall experience when using playbooks to resolve customer issues.") | Use playbooks to provide step-by-step guidance for completing the tasks needed to resolve specific types of customer service cases. | | [Guided Decisions for Customer Service Management](https://servicenow-prod.fluidtopics.net/LOQRtaGn1O7uY_RR~Rg4EQ "Create structured troubleshooting processes for your agents through the ServiceNow Guided Decisions Experience application. Help your agents solve complex issues in a consistent way.") | Use guided decisions to resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process. | | [Lookup and verify](https://servicenow-prod.fluidtopics.net/NCqJRIutwUB4v8oN3_9CUg "The lookup and verify feature enables customer service agents to quickly look up contacts or consumers using information such as the name, phone number, or record number.") | Use this feature to enable agents to quickly look up contacts or consumers using information such as the name, phone number, or record number. | | [Case action status](https://servicenow-prod.fluidtopics.net/izwxWtr3dkCiT_nzpSG9Iw "Customer service agents can use the case action status feature in CSM Configurable Workspace to easily identify cases that need attention.") | Use the case action status feature so that agents can easily identify cases that need attention. | | [Estimated time to resolve a case](https://servicenow-prod.fluidtopics.net/DhSPnJe4ExChO95pCqy~yA "Machine learning in Customer Service Management helps with case resolution by predicting the estimated time to resolve a case.") | Use machine learning to predict the estimated time to resolve a case (ETTR) based on case attributes such as the short description, category, priority, and assignment group. | [Table 2. Additional features for CSM Configurable Workspace] {#csm-workspace-feature-overview__table_nkr_p2s_xnb}