Jumpstart Your CSM Configurable Workspace

  • 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 Jumpstart Your CSM Configurable Workspace

    The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator helps ServiceNow Impact customers quickly understand and start using the CSM Configurable Workspace. It offers a comprehensive overview, hands-on demonstration, and guidance on setup and configuration to showcase the workspace’s capabilities and value. This accelerator is designed to enhance product adoption and usage through practical coaching and resources.

    Show full answer Show less

    Available with Impact Guided, Advanced, and Total packages, the accelerator supports customers in provisioning a temporary instance, activating required plugins, and learning best practices to optimize their CSM workspace experience.

    Key Features

    • Provisioning and Setup: Customers receive a temporary instance with activated plugins to explore the workspace.
    • Customer Coaching Sessions:
      • Session 1 (up to 90 minutes): Covers CSM Configurable Workspace history, design, features, adoption benefits, installation, updates, guided setup, agent experience walkthrough, key features, admin configuration guidance, and access to resources.
      • Session 2 (optional, up to 60 minutes): Dedicated Q&A session to address specific customer questions and provide additional support.
    • Access to Key Resources: Leading practices and guides are provided to assist with workspace implementation and adoption.

    Customer Roles and Responsibilities

    Successful engagement with the accelerator involves collaboration from various customer roles, each with defined responsibilities:

    • Platform Owner: Oversees the ServiceNow platform strategy, governance, and alignment with business goals.
    • System Administrators: Maintain platform stability, manage application maintenance and support, and handle configuration tasks.
    • Process Owners: Ensure business processes are fit for purpose across units like customer service or incident management.
    • Contact Center/Service Desk Managers: Manage agent productivity and customer experience.
    • Other Stakeholders: Includes customer service agents, team leaders, and user experience champions focused on agent engagement.
    • Developers: Customize the platform to meet specific process requirements.
    • Trusted Service Partners: Participate in coaching to understand leading practices and support customer needs.

    Important Considerations

    • The accelerator may not be available in restricted environments, for self-hosted customers, or managed service providers with domain-separated instances.
    • ServiceNow resources provide coaching and recommendations but do not implement changes on customer production or sub-production instances.

    The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator provides a demonstration of the possibilities and capabilities of the CSM Configurable Workspace.

    Accelerator overview

    Jumpstart Your (CSM) Configurable Workspace helps Impact customers gain a deeper understanding of how to get started with CSM Configurable Workspace by providing a comprehensive overview and applied  demonstration. This Accelerator guides you through the setup process and clearly illustrates the value of the workspace. Additionally, key resources and leading practices are offered to enhance product adoption and usage.

    For additional information on the feature, see CSM Configurable Workspace.

    Note:
    This Accelerator is available for Impact Guided, Advanced, and Total packages.

    Offered pursuant to the applicable Impact Accelerator Description available at  https://www.servicenow.com/legal/servicenow-impact.html

    What you get

    Session preparation
    • Provision a temporary instance
    • Activate related plugins
    Customer coaching session #1 (up to 90 minutes)
    Includes the following:
    • Overview of CSM Configurable Workspace:
      • History
      • Design reasoning
      • Features
      • Adoption benefits
    • Applied demonstration of CSM Configurable Workspace:
      • Installation and updates
      • How to use guided setup
      • Walk through of agent experience
      • Highlight of key features
      • Configuration guidance for admins
    • Key resources and guides on leading practices
    • 30 days access to the temporary instance is provided
    Customer coaching session #2 (optional upon customer request, up to 60 minutes)
    Opportunity for Q&A related to the CSM Configurable Workspace

    Requested customer resources

    One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.

    Table 1. Customer resource and responsibilities
    Customer resource Responsibilities Required Optional
    Platform Owner Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. ✓
    System Administrators Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks R and features. ✓
    Process owners A senior leader within each business unit for each major process or service (e.g., customer service, incident) who is accountable for ensuring the process is fit for purpose. ✓
    Contact center / Service Desk managers Subject matter expert responsible for managing Contact Center or Service Desk, agent productivity and customer experience. ✓
    Other customer roles Primary stakeholders responsible for agent experience and engagement, including Customer Service Agents, team leaders and User Experience champions. ✓
    Developers Makes changes within the ServiceNow platform to meet process requirements ✓
    Trusted Service Partners Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. ✓

    Requested information / access

    Refer to the applicable Impact Accelerator description available at https://www.servicenow.com/legal/servicenow-impact.html

    Exclusions

    This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers with domain separated instances.

    ServiceNow resources are not responsible for implementing recommendations on customer’s sub-production or production instances.