CSM Interaction record page

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of CSM Interaction record page

    The CSM Interaction record page in ServiceNow’s Yokohama release provides a comprehensive interface for managing customer service interactions across multiple channels such as live chats, calls, emails, and SMS messages. It is part of the CSM/FSM Configurable Workspace experience and offers agents a structured view of interaction details along with related search results to efficiently handle customer engagements.

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    Key Features

    • Record Presence Feature: Enables agents to see who else is viewing the same interaction record, facilitating real-time collaboration. The presence is indicated by user icons in the form header, with hover and click options to display user details.
    • Recommended Actions Tab: Incorporates AI-powered search and suggested actions tailored to the interaction’s context across chat, video, email, and walk-up channels.
      • AI Search: Automatically generates relevant search results—including knowledge articles—based on the interaction’s short description. Agents can refine searches and interact with knowledge articles by sharing links, copying, reading, flagging, and marking articles as helpful.
      • Suggested Actions: Displays context-sensitive recommended actions or field value suggestions to guide agents in resolving cases efficiently.

    Practical Considerations for Customers

    To use the Recommended Actions, including the AI search capabilities within the contextual side panel, the Recommended Actions application (sncsnbaction) must be installed as it comes bundled with the CSM Configurable Workspace application. This setup allows agents to leverage AI-driven insights and context-aware suggestions, improving response quality and resolution times.

    The record presence feature enhances teamwork by making collaboration more transparent when multiple agents work on the same record.

    Related Information

    For additional capabilities related to voice interactions, customers can refer to the CSM voice interaction record page.

    The CSM Interaction record page provides CSM interaction management features and functionality and enables agents to accept and respond to live chats, calls, email and SMS messages.

    The CSM Interaction record page provides the basic structure for an interaction record, including interaction information and related search results.

    Figure 1. CSM Interaction record page
    The CSM Interaction record page provides agents with the active chat panel, interaction details, and the ability to look up and verify a contact or consumer.

    The CSM Interaction record page is included with the CSM/FSM Configurable Workspace experience.

    Record presence feature

    The CSM default record page and the CSM Interaction record page include the record presence feature. This feature allows agents to see other users who are viewing the same record and enables easy collaboration.

    The user presence component displays an icon in the form header that shows the user who is currently viewing the record. For three or more users, the component displays two icons plus a number that represents additional users.
    • Hover over an icon to see more information about a user.
    • Click the number icon to see more information about the additional users.
    For more information about this feature, see User presence.

    Recommended Actions feature

    The Recommended Actions tab includes AI search functionality and Suggested Actions for the chat, video, email, and walk-up channels on the CSM Interaction record page.
    • AI search tab: Agents can use AI search to find relevant resources or resolutions for customer issues. The search feature displays an initial set of search results based on the text in the interaction short description. This initial set of results includes knowledge articles. Agents can also enter different search keywords and repeat the search. From the list of search results, agents can select a source to see search results of that type.
      For the Knowledge source type, agents can do the following:
      • Share an article link in chat, and email.
      • Copy link to an article.
      • Read an article.
      • Flag an article.
      • Mark an article as helpful.

      For all the other source types, default guidance is supported. The default guidance for search results is a guidance that can be used for any search sources that don't have mapped guidances. For more information on default guidance, see Default guidance for search results.

      For more information on how to avail the AI search feature in Recommended Actions, see Enable AI search in Recommended Actions.

      For more information, see Use AI search in Recommended Actions to resolve cases.
      Note:
      Using Recommended Actions in the contextual side panel requires the Recommended Actions application (sn_cs_nb_action) which is included with the CSM Configurable Workspace application.
    • Suggested Actions tab: This tab displays relevant actions to agents based on a context of a record or recommend a value for a field. For more information on how to configure contexts so that relevant actions are displayed for the agents, see Recommended Actions.