Components installed with CSM workspaces

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Components Installed with CSM Workspaces

    The CSM workspaces in ServiceNow enhance the functionality for customer service agents by providing specific roles, form views, tables, and lists tailored for efficient case management. This setup is essential for improving agent productivity and ensuring streamlined service delivery.

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    Key Features

    • Roles: The agent workspace user role (agentworkspaceuser) is integrated with the Service Management agent role (snesmagent) to enable access to the CSM Agent Workspace.
    • Form Views: Agents view forms in the CSM Workspace form view (workspacecsm) when available, otherwise they default to the Workspace form view.
    • Tables: Various tables are included in both Workspace and CSM Workspace views. Key tables include:
      • Workspace View: Case, Consumer, Account, Contact, and more.
      • CSM Workspace View: Interaction, Location.
    • Lists: Configured lists and filtered lists tailored for agents include:
      • My Cases: Cases assigned to the agent.
      • My Open: Open cases assigned to the agent.
      • Major Cases: Significant cases accepted by the agent.
      • My Interactions: Interactions assigned to the agent.
      • My Knowledge Articles: Knowledge articles authored by the agent (requires Knowledge Management Advanced Installer plugin).

    Key Outcomes

    By utilizing the CSM workspaces, customer service agents can efficiently manage their cases and interactions, access relevant data through tailored views, and leverage filtered lists to prioritize their workload effectively. This structured approach is designed to enhance service delivery and improve customer satisfaction.

    Several types of components are installed with CSM workspaces.

    Roles

    The agent workspace user role (agent_workspace_user) is added to the Service Management agent (sn_esm_agent) role. The role is required to access Agent Workspace for CSM.

    Form views

    Customer service agents see forms in the CSM Workspace form view (workspace_csm), if they exist for certain record types. Otherwise, agents see forms in the Workspace form view.

    Tables

    In CSM workspaces, a number of Customer Service Management tables are provided with the Workspace and CSM Workspace view layouts.

    Tables in Workspace view
    The Workspace view is provided for the following tables:
    • Case (sn_customerservice_case)
    • Consumer (csm_consumer)
    • Account (customer_account)
    • Contact (customer_contact)
    • Account Relationship (account_relationship)
    • Asset (alm_asset)
    • Contract (ast_contract)
    • Product Model (cmdb_model)
    • Entitlement (service_entitlement)
    • Task (sn_customerservice_task)
    • Appointments (sn_customerservice_appointment)
    • Contact Relationship (sn_customerservice_contact_relationship)
    • Escalation (sn_customerservice_escalation)
    • Order (csm_order)
    • Order Case (csm_order_case)
    • Special Handling Notes (sn_shn_notes)
    • Order Line Item (csm_order_line_item)
    • Asset Contact (sn_customerservice_m2m_asset_contact)
    • Account Team Member (sn_customerservice_team_member)
    • Social Profiles table (sn_app_cs_social_social_profile)
    • Social Logs table (sn_app_cs_social_social_log)
    • Knowledge Applied to Tasks table (m2m_kb_task)
    Tables in CSM Workspace view
    The CSM Workspace view (workspace_csm) is provided for the following tables:
    • Interaction (interaction)
    • Location (cmn_location)
    The CSM Workspace view for these tables is similar to the respective default platform interface view.

    Lists

    The list categories and filtered lists that have been configured for customer service agents in CSM workspaces.
    Table 1. Lists and filtered lists for Customer Service agents
    List Category Filtered Lists Description
    Cases My Cases Cases assigned to the customer service agent.
    My Open Open cases assigned to the customer service agent.
    Unassigned for my groups Cases that belong to any of the customer service agent's groups but have not been assigned to an agent.
    All All customer service cases.
    Major Issue Management Major Cases Major cases that have been accepted.
    Customer Accounts A list of customer accounts.
    Partners A list of partner accounts.
    Contacts A list of customer contacts.
    Consumers A list of consumers.
    Interactions My Interactions Interactions that are assigned to the customer service agent (agent's name appears in the Assigned to field on the interaction record).
    Knowledge My Knowledge Articles Knowledge articles authored by the customer service agent (agent's name appears in the Author field).
    Note:
    This list appears in the list panel when the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer) is activated.
    Catalog Tasks Assigned to my groups Catalog tasks assigned to the current agent's groups.
    Note:
    Additional filtered lists appear in the list panel when a customer service agent also has the itil role.