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Exploring workspace

Get an overview of workspace so you can understand how to set it up and use it for your organization.

Workspace landscape

Agent Workspace is a single-pane view that tier 1 agents use to respond to all task types, view the full context of an issue, and get relevant recommendations to resolve issues.

Workspace

With Agent Workspace, agents can have multiple issues open at the same time in a tabbed format. Agents can quickly move between each issue without going to a different screen. They can use the ribbon to get useful, high-level information about an issue and use the activity stream to communicate with requesters or view a history of agent and requester interactions. The sidebar on the right automatically provides recommendations that help agents resolve issues.

Agents use the following views in workspace:

Landing page—The first page that an agent sees when opening Agent Workspace shows which issues the agent can work on. For example, the agent can look at the landing page to see the number of open issues and the work that is assigned to the agent.
List view—A filtered list of all records in the database that agents use to see, for example, all cases, only open cases, and only their cases. Agents use this view to find issues to work on.
Record view—The view that agents use to work on issues. This view includes in-depth record information and suggestions about how to resolve issues and communicate with requesters.
Agent Chat—Enables agents to chat with requesters. Automatically route incoming chat requests to appropriate agents.

Agent Workspace task flow

An agent uses Agent Workspace to find an issue to work on and to solve it. To do that, the agent:

Clicks the home () or list () icon to find an issue to work on.
Clicks one of the issues on a landing page or in list view to open the issue in record view where the agent works on the issue.
Agents spend most of their time solving issues in record view.

Agent Workspace landscape — Figure 1. Task flow

Workspace types

All Agent Workspaces enable agents to find issues, solve them, and communicate the solutions to requesters. Each workspace is tailored to the kind of issue that the agents work on. ServiceNow supports the following workspaces:

Customer Service Management Agent Workspace (CSM)—Agents support external customers through communication channels such as chat, telephone, and email.
IT Service Management Agent Workspace (ITSM)—Agents assign, resolve, and escalate internal incidents.
IT Operations Management (ITOM)—Managers monitor the health of the IT network and the services that it supports.
Vendor Manager Agent Workspace (VM)—Agents manage and monitor vendor performance and vendor-related information.
Field Service in CSM Agent Workspace (FS)—Agents help resolve tasks that need to be performed locally.
Survey Designer—Survey administrators use Survey Designer to create pre-chat surveys for gathering information used to route requesters to qualified agents.

Domain separation

Domain separation isn't supported in Workspace in Orlando.

Browser support for workspaces

Do not use Internet Explorer 11 to access any workspaces. Internet Explorer 11 is not supported. See KB0683275 for more information on Internet Explorer 11, and see Generally supported browsers for more information about supported browsers that you can use across the platform.

Next steps

Do this next if you are a:

Developer—Develop components for Workspace
System administrator—Start setting up your workspace
Agent—Start using your workspace

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Exploring workspace

Get an overview of workspace so you can understand how to set it up and use it for your organization.

Workspace landscape

Agent Workspace is a single-pane view that tier 1 agents use to respond to all task types, view the full context of an issue, and get relevant recommendations to resolve issues.

Workspace

Agents use the following views in workspace:

Landing page—The first page that an agent sees when opening Agent Workspace shows which issues the agent can work on. For example, the agent can look at the landing page to see the number of open issues and the work that is assigned to the agent.
List view—A filtered list of all records in the database that agents use to see, for example, all cases, only open cases, and only their cases. Agents use this view to find issues to work on.
Record view—The view that agents use to work on issues. This view includes in-depth record information and suggestions about how to resolve issues and communicate with requesters.
Agent Chat—Enables agents to chat with requesters. Automatically route incoming chat requests to appropriate agents.

Agent Workspace task flow

An agent uses Agent Workspace to find an issue to work on and to solve it. To do that, the agent:

Clicks the home () or list () icon to find an issue to work on.
Clicks one of the issues on a landing page or in list view to open the issue in record view where the agent works on the issue.
Agents spend most of their time solving issues in record view.

Workspace types

Customer Service Management Agent Workspace (CSM)—Agents support external customers through communication channels such as chat, telephone, and email.
IT Service Management Agent Workspace (ITSM)—Agents assign, resolve, and escalate internal incidents.
IT Operations Management (ITOM)—Managers monitor the health of the IT network and the services that it supports.
Vendor Manager Agent Workspace (VM)—Agents manage and monitor vendor performance and vendor-related information.
Field Service in CSM Agent Workspace (FS)—Agents help resolve tasks that need to be performed locally.
Survey Designer—Survey administrators use Survey Designer to create pre-chat surveys for gathering information used to route requesters to qualified agents.

Domain separation

Domain separation isn't supported in Workspace in Orlando.

Browser support for workspaces

Next steps

Do this next if you are a:

Developer—Develop components for Workspace
System administrator—Start setting up your workspace
Agent—Start using your workspace

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Workspace landscape

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Workspace types

Domain separation

Browser support for workspaces

Next steps

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Exploring workspace

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Workspace landscape

Agent Workspace task flow

Workspace types

Domain separation

Browser support for workspaces

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