CSM Configurable Workspace form features

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of CSM Configurable Workspace form features

    The CSM Configurable Workspace form in ServiceNow Yokohama release offers customer service agents enhanced capabilities to efficiently manage accounts, view special handling notes, perform agent actions, and utilize Agent Assist within the Customer Service Management (CSM) environment.

    Show full answer Show less

    Account Hierarchy

    Agents can visualize parent-child relationships of accounts directly from the Account form using an interactive tree structure. The hierarchy can be viewed in two modes:

    • Parent view: Shows the current account, its parent, and any child or sibling accounts.
    • Full view: Displays the entire organizational structure from the root account.

    Agents can expand/collapse nodes, switch views, and open related account forms in sub-tabs. This feature helps agents understand account relationships and navigate quickly between accounts.

    Special Handling Notes

    Special handling notes provide critical information about records to agents via a prioritized pop-up window or embedded/related lists on record forms. Notes are color-coded by priority:

    • Priority 1 (Red)
    • Priority 2 (Orange)
    • Priority 3 (Purple)
    • Priority 4 (Gray)

    Agents can dismiss individual notes or close the note window. Configuration and creation of notes require specific platform roles (snshn.admin and sncustomerservicemanager). This feature ensures agents do not miss important information when handling customer records.

    Agent Actions

    Actions for agents appear as buttons or menu items in the form header and must be enabled per form. For CSM Agent Workspace, workspace administrators enable these actions. In CSM Configurable Workspace, UI actions can be linked to form actions, allowing customization. For example, the Create Knowledge action requires specific plugin activation and property settings, enabling agents to create knowledge articles efficiently.

    Agent Assist

    Available on the Interaction form, Agent Assist allows agents with the customer service agent role to search across Knowledge articles, Service Catalog, and ServiceNow Community content. This feature supports faster information retrieval during customer interactions. Configuration options include enabling AI-powered Recommended Actions or disabling Agent Assist as required.

    CSM Configurable Workspace form features include account hierarchy, special handling notes, and agent actions.

    Account hierarchy

    From the Account form, customer service agents can click the open hierarchy icon (Open hierarchy icon) in the Name field to see the parent-child account relationships in the Account Hierarchy pop-up window. The account hierarchy is available for accounts that have a parent or child account.
    Figure 1. CSM Workspace Account Hierarchy pop-up window
    Window displaying the parent-child relationship for an account. For the text description, refer to the text that follows in the Account Hierarchy section.

    The account hierarchy uses a tree structure to show the parent, child, and sibling accounts. The parent view displays the current account, the parent account (if applicable), and any child or sibling accounts. The full view displays the entire structure of the organization from the root account. The current account is highlighted in the account structure.

    Customer service agents can:
    • Expand and collapse the tree structure.
    • Switch between the parent view and the full view of the account hierarchy.
    • Click an account to open the Account form in a sub tab.

    For information about creating an account hierarchy, see Account hierarchy.

    Special handling notes

    Special handling notes bring important information about individual records to the attention of the customer service agent. If special handling notes are available for a record, these notes are displayed in a pop-up window when the record is opened in a CSM workspace. Notes can also be displayed in an embedded list or a related list on a record form. Notes are ordered by priority in the pop-up window and in lists.

    Agents can see the priority, short description, and message for each note. A note can be assigned one of the following priorities, which also have associated colors.
    • Priority 1 — red
    • Priority 2 — orange
    • Priority 3 — purple
    • Priority 4 — gray
    Figure 2. Special handling notes pop-up window
    Window displaying special handling information for records requiring attention, based on priority. For the text description, refer to the preceding text in the Special handling notes section.
    Agents can:
    • Dismiss individual notes. When all notes are dismissed, the pop-up window closes.
    • Close the window.
    In the Special Handling Notes module on the platform interface:
    • Users with the sn_shn.admin role can configure special handling notes and specify properties.
    • Users with the sn_shn.admin or sn_customerservice_manager roles can create special handling notes.

    For more information about configuring the special handling notes feature, see Special handling notes overview.

    Agent actions

    Actions available to customer service agents appear in the form header as buttons or menu items.
    • For CSM Agent Workspace, actions must be enabled for each form by the workspace administrator. For more information, see Set up custom UI actions in legacy workspace.
    • For CSM Configurable Workspace, you can link UI actions to form actions. For more information, see Set up a form action in CSM Configurable Workspace.
    The Create Knowledge action requires the following setup:
    • Activate the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer).
    • Set the sn_customerservice.enable_knowledge_kcs property to true.
    • Set the KCS Article template to true (navigate to Knowledge > Administration > Article Templates).

    Agent assist

    Agent assist is available on the Interaction form in CSM Configurable Workspace. Users with the customer service agent role (sn_customerservice_agent) can use Agent assist to search for information from an interaction. By default, the available search sources include Knowledge articles, Service Catalog, and ServiceNow Community blogs and posts. For more information, see Set up Agent assist.

    For more information on how to enable Recommended Actions - AI search and disable Agent Assist, see Enable AI search in Recommended Actions.