Workspace experience

concept australia Updated Sep 10, 2026 1 min read crm-workspace-experience.md

The workspace experience applications give administrators and implementation partners the tools to shape how agents, technicians, and other CRM users interact with the platform. These applications are available as separate installs from the ServiceNow Store and work across Customer Service Management, Field Service Management, Sales CRM, and industry solutions.

In this section

Configurable Workspace

Understand how CRM Workspace provides a unified, configurable environment for agents to manage cases, access customer information, and use resolution tools, all without leaving the workspace.
Playbooks

Understand how playbooks embed structured process guidance directly into the workspace, guiding agents and technicians through defined stages, activities, and guided decisions for each case or work type.
Customer Central

Understand how Customer Central provides a view of the customer's details and service history for different types of records in a configurable workspace, including including cases, interactions, accounts, contacts, and consumer records.
Recommended Actions

Understand how Recommended Actions displays relevant, actionable guidance to users directly within a configurable workspace, such as contextual actions, guided decisions, rule-based and AI-driven recommendations, and AI Search.

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---
title: Workspace experience
description: The workspace experience applications give administrators and implementation partners the tools to shape how agents, technicians, and other CRM users interact with the platform. These applications are available as separate installs from the ServiceNow Store and work across Customer Service Management, Field Service Management, Sales CRM, and industry solutions.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-relationship-management/crm-workspace-experience.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Customer Relationship Management]
---

# Workspace experience

The workspace experience applications give administrators and implementation partners the tools to shape how agents, technicians, and other CRM users interact with the platform. These applications are available as separate installs from the ServiceNow Store and work across Customer Service Management, Field Service Management, Sales CRM, and industry solutions.

## In this section

-   **[Configurable Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-relationship-management/crm-configurable-workspace.md)**

    Understand how CRM Workspace provides a unified, configurable environment for agents to manage cases, access customer information, and use resolution tools, all without leaving the workspace.

-   **[Playbooks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-relationship-management/crm-playbooks.md)**

    Understand how playbooks embed structured process guidance directly into the workspace, guiding agents and technicians through defined stages, activities, and guided decisions for each case or work type.

-   **[Customer Central](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-relationship-management/crm-customer-central.md)**

    Understand how Customer Central provides a view of the customer's details and service history for different types of records in a configurable workspace, including including cases, interactions, accounts, contacts, and consumer records.

-   **[Recommended Actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-relationship-management/crm-recommended-actions.md)**

    Understand how Recommended Actions displays relevant, actionable guidance to users directly within a configurable workspace, such as contextual actions, guided decisions, rule-based and AI-driven recommendations, and AI Search.