Agent-facing CRM Service experience for ServiceNow: a home dashboard, case list, and case, contact, consumer, and account record pages built on AIUX.
CRM Service is a scoped app (sn_crm_agent) that gives customer service agents a modern workspace for managing cases and customer records. It includes:
- Home dashboard: KPI tiles, cases by state, escalated and prioritized cases, pending tasks, CSAT.
- List page: filterable case lists with card view and navigation.
- Record pages for cases, contacts, consumers, and accounts. These have an inline-editable record header, a customer info card, SLA tracking, an activity stream, a compose widget for email, comments and work notes, attachments, related lists, and Smart Handoff Notes (SHN).
- Service selector page.
All pages require the sn_crm_agent.crm_service_lux_user role. Data is read server-side with ACL enforcement (GlideRecordSecure).
CRM Service is a scoped app (sn_crm_agent) that gives customer service agents a modern workspace for managing cases and customer records. It includes:
- Home dashboard: KPI tiles, cases by state, escalated and prioritized cases, pending tasks, CSAT.
- List page: filterable case lists with card view and navigation.
- Record pages for cases, contacts, consumers, and accounts. These have an inline-editable record header, a customer info card, SLA tracking, an activity stream, a compose widget for email, comments and work notes, attachments, related lists, and Smart Handoff Notes (SHN).
- Service selector page.
All pages require the sn_crm_agent.crm_service_lux_user role. Data is read server-side with ACL enforcement (GlideRecordSecure).
Australia Patch 5