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Setting up Workspace

Setting up Workspace

Set up Agent Workspace for agents, so that they can find, work on, and resolve issues efficiently.

Your job is to make the work your agents do as easy as possible. When configuring Workspace, you set up all the tools that agents need to complete their work and eliminate anything extraneous.

Browser requirements

ServiceNow workspaces do not support mobile devices, and, starting with the Orlando release, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge-Chromium or one of the other supported browsers listed in Generally supported browsers. See the Internet Explorer 11 Performance [KB0683275] article in HI for more information.

Different ways to set up Workspace components

Agent Workspace provides the following ways that you can access configuration settings:

Application navigator—Navigate to configuration pages using the application navigator, for example, Workspace Experience > Forms > Ribbon Settings.
Workspace—In the menu under your profile image, you see the following menu items:
- Configure workspace—Opens the Workspace configuration page where you can set up list categories, list filters, landing pages, and the record types that agents can create. You can also configure the modules that appear on the far left of the screen, such as Home () and Lists ().
- Configure page—Provides shortcuts to configuration settings that are based on the page content. This option only works when you are in record view.

The instructions in this documentation use the application navigator.

Setting up workspace

Set up Agent Workspace either by:

Following the Agent Workspace Guided Setup.
The guided setup walks you through a sequence of tasks that helps you set up Agent Workspace. To start with Agent Workspace Guided Setup, navigate to Workspace Experience > Agent Workspace Guided Setup.
Using the instructions in the following sections.
The following sections provide more details than the guided setup about how to set up workspace components. To start, go to Get started setting up your workspace.

Note: After completing the setup procedures in this guide, your workspace may have a few additional setup procedures that are unique to your workspace. Return to your product documentation, such as the Customer Service Management (CSM) documentation, and complete those procedures.

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Setting up Workspace

Setting up Workspace

Set up Agent Workspace for agents, so that they can find, work on, and resolve issues efficiently.

Your job is to make the work your agents do as easy as possible. When configuring Workspace, you set up all the tools that agents need to complete their work and eliminate anything extraneous.

Browser requirements

ServiceNow workspaces do not support mobile devices, and, starting with the Orlando release, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge-Chromium or one of the other supported browsers listed in Generally supported browsers. See the Internet Explorer 11 Performance [KB0683275] article in HI for more information.

Different ways to set up Workspace components

Agent Workspace provides the following ways that you can access configuration settings:

Application navigator—Navigate to configuration pages using the application navigator, for example, Workspace Experience > Forms > Ribbon Settings.
Workspace—In the menu under your profile image, you see the following menu items:
- Configure workspace—Opens the Workspace configuration page where you can set up list categories, list filters, landing pages, and the record types that agents can create. You can also configure the modules that appear on the far left of the screen, such as Home () and Lists ().
- Configure page—Provides shortcuts to configuration settings that are based on the page content. This option only works when you are in record view.

The instructions in this documentation use the application navigator.

Setting up workspace

Set up Agent Workspace either by:

Following the Agent Workspace Guided Setup.
The guided setup walks you through a sequence of tasks that helps you set up Agent Workspace. To start with Agent Workspace Guided Setup, navigate to Workspace Experience > Agent Workspace Guided Setup.
Using the instructions in the following sections.
The following sections provide more details than the guided setup about how to set up workspace components. To start, go to Get started setting up your workspace.

Note: After completing the setup procedures in this guide, your workspace may have a few additional setup procedures that are unique to your workspace. Return to your product documentation, such as the Customer Service Management (CSM) documentation, and complete those procedures.