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    Home Paris Now Platform Capabilities Now Platform capabilities Workspace Setting up Workspace

    Setting up Workspace

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    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 the workspace and page

      • 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 (Home icon) and Lists (List icon).
      • 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.
    • Get started setting up your workspace

      Set up user roles, global search, and service catalogs to give agents the permissions, source documents, and catalogs they need for resolution of issues.

    • Setting up landing pages in a workspace

      Set up the landing pages that were supplied with Workspace or create landing pages starting with an empty page to show agents the issues that need to be resolved.

    • Setting up list view in a workspace

      The list view displays filtered lists of records, such as All tasks, Open tasks, and My tasks. By setting up list categories and filtered lists, you help your agents quickly find the records they need to work on.

    • Setting up Record View in workspace

      Set up the components in the Workspace Record View to optimize the user interface where agents do most of their work.

    • Setting up phones in workspace

      Enable agents to receive and make phone calls with requesters.

    • Setting up chat in workspace

      Enable agents to chat with requesters. Automatically route incoming chat requests to appropriate agents.

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    Release version
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      Setting up Workspace

      • 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

      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 the workspace and page

        • 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 (Home icon) and Lists (List icon).
        • 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.
      • Get started setting up your workspace

        Set up user roles, global search, and service catalogs to give agents the permissions, source documents, and catalogs they need for resolution of issues.

      • Setting up landing pages in a workspace

        Set up the landing pages that were supplied with Workspace or create landing pages starting with an empty page to show agents the issues that need to be resolved.

      • Setting up list view in a workspace

        The list view displays filtered lists of records, such as All tasks, Open tasks, and My tasks. By setting up list categories and filtered lists, you help your agents quickly find the records they need to work on.

      • Setting up Record View in workspace

        Set up the components in the Workspace Record View to optimize the user interface where agents do most of their work.

      • Setting up phones in workspace

        Enable agents to receive and make phone calls with requesters.

      • Setting up chat in workspace

        Enable agents to chat with requesters. Automatically route incoming chat requests to appropriate agents.

      Tags:

      Feedback

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