---
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 Landing Page

# CSM Landing 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 Landing Page provides users with lists of assigned cases and case tasks as well as agent, group, and organization metrics.
Customer service agents and managers can use the CSM Landing Page to quickly scan and prioritize work, access records, and track performance. Administrators can customize landing pages in [UI Builder](https://www.servicenow.com/docs/access?context=using-ui-builder&version=xanadu&pubname=xanadu-application-development&ft:locale=en-US) to meet their unique business needs.

The CSM Landing Page includes components that display case information, plus visualizations that further break down the component data. Each of these visualizations is connected to a data source. For example, the High priority cases component includes visualizations for P1 and escalated cases, plus cases that need attention.

The CSM Landing Page is available with the CSM Configurable Workspace (sn_csm_wrkspc) plugin. This landing page is the default landing page for CSM Configurable Workspace.  
Note:  
Upgrade customers who have not customized the existing CSM Configurable Workspace landing page are automatically upgraded to the landing page available with the Xanadu release. Upgrade customers who have customized the existing CSM Configurable Workspace landing page need to manually accept the Xanadu landing page.  
Figure 1. CSM landing page - Assigned cases and case tasks  
Figure 2. CSM landing page - Performance metrics

## CSM Landing Page sections and components {#csm-ws-landing-page-original__section_gkp_snx_pnb}

The CSM Landing Page includes different sections and components that display important items, record lists, and performance data.{#csm-ws-landing-page-original__table_j5g_b4d_gsb__entry__2}

| Section | Description |
|-|-|
| Important Items | This section includes single score cards that display an agent's most important items to work on. * High priority cases: Includes P1 cases, escalated cases, and cases that need attention. * SLA breached or due today * Cases not updated in \>3d * Case tasks * Unassigned cases: Cases that are unassigned and belong to one of the agent's assignment groups. {#csm-ws-landing-page-original__ul_ozw_gpd_gsb}Clicking a score card displays a list of records with the appropriate filter conditions. |
| Cases | This section includes two lists of records: * My active cases * My team's cases {#csm-ws-landing-page-original__ul_jbr_3qd_gsb}Clicking a case number opens a new tab and displays the case record. |
| Performance | This section includes indicators that track the agent's performance. * Met SLA (last 7 days) * Reopened cases (last 30 days) {#csm-ws-landing-page-original__ul_x1g_hzh_hsb} The following indicators are available in the Performance section with activation of the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin: * CSAT: Customer satisfaction score based on cases assigned to the agent for the last 7 days. * Response time * Resolution time {#csm-ws-landing-page-original__ul_cfy_yqd_gsb}Click an indicator to display either a filtered list of records or a KPI details page. |
| Organization's Performance | This section includes indicators that track the organization's performance. * CSAT: Customer satisfaction score for the last 7 days. * New vs closed cases: Daily aggregation of new and closed cases for the last 7 days. {#csm-ws-landing-page-original__ul_yzz_gsd_gsb}Click an indicator to view a KPI details page. Note: This section is available for the CSM Landing Page - Premium, which requires activation of the Performance Analytics - Content Pack - Customer Service Management - Advanced plugin. |
[Table 1. CSM Landing Page and CSM Landing Page - Premium sections and components]

{#csm-ws-landing-page-original__table_j5g_b4d_gsb}

## Create a landing page for CSM Configurable Workspace {#csm-ws-landing-page-original__section_n42_24x_pnb}

Use UI Builder to create landing pages for your agents. For more information, see the following topics:

* [Create a CSM Configurable Workspace landing page](https://servicenow-prod.fluidtopics.net/ZMpgx1kbZE~9ErlaEFT1CA "Create landing pages for different agents and teams by creating a page variant and adding or modifying containers and components.")
* Creating custom landing pages for workspaces
* Create a custom landing page in UI Builder
{#csm-ws-landing-page-original__ul_rcy_ssx_pnb}

## Create multiple landing pages {#csm-ws-landing-page-original__section_opm_wzn_b3b}

You can create multiple landing pages. However, only a single landing page is displayed for a user. The landing page that is displayed depends on the following settings:

* The setting of the Active field. This field must be set to true for a landing page to be displayed.
* The Order of the landing page. Pages with a lower order value take precedence over pages with a higher order value. The active page with the lowest order number is displayed.
* If permissions are defined, users can see a landing page if they have the required role or are a member of the required assignment group. Multiple roles and assignment group conditions are treated as OR conditions.
{#csm-ws-landing-page-original__ul_ybp_zzn_b3b}