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    • Customer Service Management
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    Home Orlando Customer Service Management Customer Service Management Customer Service Management CSM Agent Workspace Explore CSM Agent Workspace CSM Agent Workspace form features

    CSM Agent Workspace form features

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    CSM Agent Workspace 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. CSM Agent Workspace Case form header
    CSM Agent 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

    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.

    Agent actions by form

    Actions available to customer service agents appear in the form header as buttons or menu items. CSM Agent Workspace includes 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 Interaction form includes the following related lists in CSM Agent Workspace. Clicking a record in a related list opens that record in a sub tab.
    • Details
    • Related Tasks: includes the cases and case tasks that have been created for this interaction.
    • Recent Interactions: includes interactions that have been created for the current contact or consumer.
    • Open Cases: includes open cases that have been created for the current contact or consumer.
    The Case form includes the following related lists in CSM Agent Workspace. Clicking a record in a related list opens that record in a sub tab.
    • 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

    Agent Assist

    Agent Assist is available on the Interaction form in CSM Agent 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 Now Community blogs and posts.

    For more information, see Set up Agent Assist.

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      CSM Agent Workspace form features

      • Save as PDF Selected topic Topic & subtopics All topics in contents
      • Unsubscribe Log in to subscribe to topics and get notified when content changes.
      • Share this page

      CSM Agent Workspace 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. CSM Agent Workspace Case form header
      CSM Agent 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

      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.

      Agent actions by form

      Actions available to customer service agents appear in the form header as buttons or menu items. CSM Agent Workspace includes 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 Interaction form includes the following related lists in CSM Agent Workspace. Clicking a record in a related list opens that record in a sub tab.
      • Details
      • Related Tasks: includes the cases and case tasks that have been created for this interaction.
      • Recent Interactions: includes interactions that have been created for the current contact or consumer.
      • Open Cases: includes open cases that have been created for the current contact or consumer.
      The Case form includes the following related lists in CSM Agent Workspace. Clicking a record in a related list opens that record in a sub tab.
      • 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

      Agent Assist

      Agent Assist is available on the Interaction form in CSM Agent 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 Now Community blogs and posts.

      For more information, see Set up Agent Assist.

      Tags:

      Feedback

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