---
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


---

# Components installed with CSM workspaces

# Components installed with CSM workspaces {#ariaid-title1}

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

Several types of components are installed with CSM workspaces.

## Roles {#installed-with-cust-serv-workspace__agent_workspace_csm_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 {#installed-with-cust-serv-workspace__agent_workspace_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 {#installed-with-cust-serv-workspace__section_lnd_2xg_nhb}

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)
    {#installed-with-cust-serv-workspace__ul_vbc_wbc_c2b}

Tables in CSM Workspace view
:   The CSM Workspace view (workspace_csm) is provided for the following tables:

    * Interaction (interaction)
    * Location (cmn_location)
    {#installed-with-cust-serv-workspace__ul_lgs_tdc_c2b}The CSM Workspace view for these tables is similar to the respective default platform interface view.

## Lists {#installed-with-cust-serv-workspace__section_hyx_jxg_nhb}

The list categories and filtered lists that have been configured for customer service agents in CSM workspaces. {#installed-with-cust-serv-workspace__csm-agent-actions-by-form__entry__3}

| 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. |
[Table 1. Lists and filtered lists for Customer Service agents]

{#installed-with-cust-serv-workspace__table_kbv_c1t_rdb}  
Note:  
Additional filtered lists appear in the list panel when a customer service agent also has the itil role.