0
25.3.2
Zurich, Yokohama, Xanadu, Washington DC, Vancouver Patch 4
CSM Configurable Workspace is a user interface that provides agents with the tools they need to answer customer questions and resolve customer issues. The Workspace UI is built to improve agent productivity and facilitate resolutions.
New Features
- CSM Centered Chat Interaction Page: Redesigned interaction page with a modernized, central chat component for front-line chat agents.
- Thin Compose Modeless Dialogs: Start comments, work notes, or emails from the activity stream in a non-blocking dialog.
- Lookup Component Improvements: New, streamlined Lookup component replaces previous Lookup and Verify on CSM Configurable Workspace pages.
- Inbox Auto-hide: Inbox panel collapses upon item selection for better screen focus.
- Customer History updates
- New options for quarterly time grouping, custom feed icons/colors, and feeds sorted by last updated date.
- Dynamic refresh for history feeds relevant to the current context.
- Recommended Actions Enhancements
- Set as the first tab for instant agent access across all major CSM pages.
- Loads asynchronously to keep the UI responsive.
- Agents can now send KB articles via SMS for voice interactions.
- Default recommendations available to Pro customers with contextual insights, such as similar cases.
- Special Handling Notes: Easily access special handling information from the case record action bar across key tables.
- Alert Dismissal Configuration: Choose between auto or manual alert dismissal globally or per alert to reduce overload and enhance focus.
- ServiceNow Link Manager Chrome Extension: Consolidate ServiceNow tabs and easily share record links via common collaboration platforms. Cross-platform support and easy on/off control.
- Coral Theme Default: The fresh, brand-neutral Coral theme is now the default for new experiences. Includes a dark theme option.
- List Parity Between UI16 and Workspace: we now have column search, right click and filter out, conditional builder.
- Callback Component for Voice Interactions: Agents can return customer calls and create interaction records during callbacks. This requires an additional omnichannel plugin. It is not part of the configurable workspace.
New
- CSM Centered Chat Interaction Page: Redesigned interaction page with a modernized, central chat component for front-line chat agents.
- Callback Component for Voice Interactions: Agents can return customer calls and create interaction records during callbacks.
- Thin Compose Modeless Dialogs: Start comments, work notes, or emails from the activity stream in a non-blocking dialog.
- Lookup Component Improvements: New, streamlined Lookup component replaces previous Lookup and Verify on CSM Configurable Workspace pages.
- Inbox Auto-hide: Inbox panel collapses upon item selection for better screen focus.
- Alert Dismissal Configuration: Choose between auto or manual alert dismissal globally or per alert to reduce overload and enhance focus.
- ServiceNow Link Manager Chrome Extension: Consolidate ServiceNow tabs and easily share record links via common collaboration platforms. Cross-platform support and easy on/off control.
- Coral Theme Default: The fresh, brand-neutral Coral theme is now the default for new experiences. Includes a dark theme option.
- Multi-form controller support: Supports having two forms on a record page.
Changed
- Customer History updates
- New options for quarterly time grouping, custom feed icons/colors, and feeds sorted by last updated date.
- Dynamic refresh for history feeds relevant to the current context.
- Recommended Actions Enhancements
- Set as the first tab for instant agent access across all major CSM pages.
- Loads asynchronously to keep the UI responsive.
- Agents can now send KB articles via SMS for voice interactions.
- Default recommendations available to Pro customers with contextual insights, such as similar cases.
- Special Handling Notes: Easily access special handling information from the case record action bar across key tables.
Required plugin:
- Customer Service Management (com.sn_customerservice)
Optional plugin:
- Install the latest Now Assist for Customer Service Management (CSM) plugin (sn_csm_gen_ai) to access the Now Assist features.