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Agent Workspace for CSM form features

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Agent Workspace for CSM form features

CSM Agent Workspace form features include form headers, agent actions by form, related lists, account hierarchy, and special handling notes.

Form headers

Form headers provide a quick glance of case, account, or contact information. Form headers include a primary header and several secondary or subheaders.
Figure 1. Agent Workspace for CSM Case form header
CSM Workspace Case form header
The workspace administrator can configure the information included in the header for the Case, Account, and Contact forms. For more information, see Configure the form header for Agent Workspace.
Form Primary Header Secondary Headers
Case Short description
  • Account and contact (B2B)
  • Consumer (B2C)
  • Priority
  • State
Account Account Primary contact
Contact Contact Account

Agent actions by form

Actions available to customer service agents appear in the form header as buttons or menu items. The CSM Workspace plugin [com.snc.agent_workspace.csm] provides the following actions for customer service agents.
Note: Actions must be enabled for each form in Agent Workspace by the workspace administrator. For more information, see Enable UI actions for Agent Workspace
Form Actions
Interaction
  • Verify Contact
  • Verify Consumer
  • Create a case
  • Create a consumer
Case
  • Assign to me
  • Accept
  • Update or Save
  • Request Info
  • Propose Solution
  • Propose Major Case
  • Escalate Case: available to agents with the sn_customerservice.escalation_requester role
  • De-escalate Case: available to agents with the sn_customerservice.deescalation_requester role
  • Create Incident: Requires the Customer Service with Service Management plugin (com.sn_cs_sm), available to agents with the itil role
  • Create Normal Change: Requires the Customer Service with Service Management plugin (com.sn_cs_sm), available to agents with the itil role
  • Create Problem: Requires the Customer Service with Service Management plugin (com.sn_cs_sm), available to agents with the itil role
  • Create Request: Requires the Customer Service with Request Management plugin (com.sn_cs_sm_request), available to agents with the itil role
  • Create Knowledge: This UI action requires the following actions:
    • 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)
  • Report Knowledge Gap
  • Close Case, including:
    • Select a resolution code.
    • Enable a check box to automatically copy the resolution notes to the additional comments.
Account
  • Update account information
  • Account Hierarchy
  • Create Case
Contact
  • Update contact information
  • Create Case
Consumer
  • Update consumer information
  • Create a case for the consumer
Asset
  • Update asset information
  • Create a case for the asset
Product Model
  • Create a case for the product model
Order
  • Create a case for the order
Service Contract
  • Create a case for the account
Entitlement
  • Create a case for the account

Related lists

The following related lists are included on the Case form in CSM Agent Workspace. Clicking a record in a related list opens that record in a subtab.
  • Details
  • SLAs
  • Tasks
  • Interactions: stores the channel and direction of each interaction associated with the case, either inbound or outbound. This related list also appears on the Account, Contact, and Consumer entity records.
  • Emails
  • Task Skills
  • Attached Knowledge
  • Escalations
  • Special Handling Notes List
  • Requests
  • Appointments
  • Social Logs
  • Blocked by

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 2. Agent Workspace for CSM Account Hierarchy pop-up window
Agent Workspace for CSM account hierarchy pop-up window

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 CSM Agent Workspace.
CSM Workspace Special Handling Notes
Notes are also available in the Special Handling Notes related list. Agents can see a priority, short description, and message for each note. Notes are ordered by priority and use different styles based on priority and type:
  • Priority 1 — red
  • Priority 2 — yellow
  • Priority 3 — green
  • Priority 4 — blue
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:
  • 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.
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