Set up a ribbon configuration in CRM Workspace
Create a ribbon setting and add that setting to a ribbon configuration for CRM Workspace.
Before you begin
Role required: workspace_admin, ui_builder_admin, admin
About this task
The form ribbon displays information that provides agents with a quick overview of the case details. Agents can also use links in the ribbon to create email messages or place phone calls.
Use the steps in this task to set up a ribbon configuration for CRM Workspace.
- Create a ribbon setting, such as creating another version of the Customer 360 ribbon component.
- Add the ribbon setting to a ribbon configuration.
- Set the width and the order of the ribbon setting within the ribbon configuration.
One ribbon configuration, CRM Workspace Ribbon Config, is included with CRM Workspace. This configuration includes the Customer 360, Timeline, and Active SLA ribbon components. You can use this configuration in the base system without completing any additional configuration steps.
Procedure
-
Create a ribbon setting.
-
Navigate to All > Now Experience Framework > Configuration Settings > UX Ribbon Setting.
-
Select New.
-
Fill in the fields on the Ribbon Setting form.
-
|
Field |
Description |
|---|---|
|
Name |
A label that describes this ribbon setting. It often includes the table associated with this ribbon. |
|
Ribbon component |
The component to add to the ribbon setting, including Customer360, Timeline, Active SLA, or a custom ribbon component. Note: You can only add one component at a time. To make a second component appear in the ribbon, repeat this procedure to create another ribbon setting and add a different component. |
|
Table |
The table associated with this ribbon setting. Anytime an agent selects a record from this table, the ribbon setting appears with this component. |
|
Width |
The number of columns that the component occupies in the ribbon. The width of the page is 12 columns. When using multiple components, the total combined width of all the components must equal 12 or less.Note: For CRM Workspace, set the width of the ribbon component on the Ribbon Configuration Setting form (see step 3). |
|
Application |
The scope of this ribbon. Global means the ribbon works with all applications. |
|
Order |
The location of this component in the ribbon. Ordering the components goes from left to right. For example, if you associate three components with a table, the component with the lowest order appears on the left and the component with the highest order appears on the right.Note: For CRM Workspace, set the order of the ribbon component on the Ribbon Configuration Setting form (see step 3). |
|
Active |
Toggle to turn this component on or off in the ribbon for this table. |
|
Inherit |
If set to true, the ribbon configuration can be inherited by child tables. For this to be effective, a child table shouldn’t have any configured ribbon settings. The Inherit field is false by default. |
|
Experience restricted |
If set to true, the ribbon component is restricted to configurable workspaces. If set to false, the ribbon component is global and appears in CSM Agent Workspace (legacy). This field is set to true by default. |
-
Create a ribbon configuration as a container for your ribbon setting.
-
Navigate to Now Experience Framework > Configuration Settings > UX Ribbon Configurations.
-
Select New and fill in the fields on the UX Ribbon Configurations form.
Field Description Name Unique name for this ribbon configuration. Application The scope of this ribbon configuration. Global means the ribbon works with all applications. Active Toggle to turn this component on/off in the ribbon for this table. Description Short description of this ribbon configuration that displays in the UX Ribbon Configurations list. -
Select Submit.
-
-
Add the ribbon setting to the ribbon configuration.
-
Navigate to Now Experience Framework > Configuration Settings > Ribbon Configuration Settings.
-
Select New to create a ribbon configuration and add the ribbon setting to the configuration.
-
Fill in the fields on the Ribbon Configuration Setting form.
-
|
Field |
Description |
|---|---|
|
Table |
The table associated with this ribbon setting. Anytime an agent selects a record from this table, the ribbon setting appears with this component. |
|
Ribbon |
The ribbon setting to add to the ribbon configuration. |
|
Configuration |
The desired ribbon configuration. |
|
Application |
The scope of this ribbon. Global means the ribbon works with all applications. |
|
Order |
The location of this component in the ribbon. Ordering the components goes from left to right. For example, if you associate three components with a table:- The component with the lowest order appears on the left.
|
|
Width |
The number of columns the component occupies in the ribbon. The width of the page is 12 columns. When using multiple components, the total combined width of all the components must equal 12 or less.Note: The width is ignored if the ribbon is configured to display in the contextual side panel. |
|
Active |
Toggle to turn this component on/off in the ribbon for this table. |
What to do next
You can display the form ribbon at the top of the form or in the Contextual side panel. For more information, see the following topics:
---
title: Set up a ribbon configuration in CRM Workspace
description: Create a ribbon setting and add that setting to a ribbon configuration for CRM Workspace.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/config-csm-config-ws-ribbon.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 4
breadcrumb: [Set up CRM Workspace, CRM Workspace, Organize agent workspaces, Configure, Customer Service Management]
---
# Set up a ribbon configuration in CRM Workspace
Create a ribbon setting and add that setting to a ribbon configuration for CRM Workspace.
## Before you begin
Role required: workspace\_admin, ui\_builder\_admin, admin
## About this task
The form ribbon displays information that provides agents with a quick overview of the case details. Agents can also use links in the ribbon to create email messages or place phone calls.
Use the steps in this task to set up a ribbon configuration for CRM Workspace.
- Create a ribbon setting, such as creating another version of the Customer 360 ribbon component.
- Add the ribbon setting to a ribbon configuration.
- Set the width and the order of the ribbon setting within the ribbon configuration.
One ribbon configuration, CRM Workspace Ribbon Config, is included with CRM Workspace. This configuration includes the Customer 360, Timeline, and Active SLA ribbon components. You can use this configuration in the base system without completing any additional configuration steps.
## Procedure
1. Create a ribbon setting.
1. Navigate to **All** > **Now Experience Framework** > **Configuration Settings** > **UX Ribbon Setting**.
2. Select **New**.
3. Fill in the fields on the Ribbon Setting form.
<table id="table_os4_3hp_s3b"><thead><tr><th>
Field
</th><th>
Description
</th></tr></thead><tbody><tr><td>
Name
</td><td>
A label that describes this ribbon setting. It often includes the table associated with this ribbon.
</td></tr><tr><td>
Ribbon component
</td><td>
The component to add to the ribbon setting, including Customer360, Timeline, Active SLA, or a custom ribbon component. **Note:** You can only add one component at a time. To make a second component appear in the ribbon, repeat this procedure to create another ribbon setting and add a different component.
</td></tr><tr><td>
Table
</td><td>
The table associated with this ribbon setting. Anytime an agent selects a record from this table, the ribbon setting appears with this component.
</td></tr><tr><td>
Width
</td><td>
The number of columns that the component occupies in the ribbon. The width of the page is 12 columns. When using multiple components, the total combined width of all the components must equal 12 or less.**Note:** For CRM Workspace, set the width of the ribbon component on the Ribbon Configuration Setting form \(see step 3\).
</td></tr><tr><td>
Application
</td><td>
The scope of this ribbon. Global means the ribbon works with all applications.
</td></tr><tr><td>
Order
</td><td>
The location of this component in the ribbon. Ordering the components goes from left to right. For example, if you associate three components with a table, the component with the lowest order appears on the left and the component with the highest order appears on the right.**Note:** For CRM Workspace, set the order of the ribbon component on the Ribbon Configuration Setting form \(see step 3\).
</td></tr><tr><td>
Active
</td><td>
Toggle to turn this component on or off in the ribbon for this table.
</td></tr><tr><td>
Inherit
</td><td>
If set to true, the ribbon configuration can be inherited by child tables. For this to be effective, a child table shouldn’t have any configured ribbon settings. The **Inherit** field is false by default.
</td></tr><tr><td>
Experience restricted
</td><td>
If set to true, the ribbon component is restricted to configurable workspaces.
If set to false, the ribbon component is global and appears in CSM Agent Workspace \(legacy\).
This field is set to true by default.
</td></tr></tbody>
</table> 4. Select **Submit**.
2. Create a ribbon configuration as a container for your ribbon setting.
1. Navigate to **Now Experience Framework** > **Configuration Settings** > **UX Ribbon Configurations**.
2. Select **New** and fill in the fields on the UX Ribbon Configurations form.
|Field|Description|
|-----|-----------|
|Name|Unique name for this ribbon configuration.|
|Application|The scope of this ribbon configuration. Global means the ribbon works with all applications.|
|Active|Toggle to turn this component on/off in the ribbon for this table.|
|Description|Short description of this ribbon configuration that displays in the UX Ribbon Configurations list.|
3. Select **Submit**.
3. Add the ribbon setting to the ribbon configuration.
1. Navigate to **Now Experience Framework** > **Configuration Settings** > **Ribbon Configuration Settings**.
2. Select **New** to create a ribbon configuration and add the ribbon setting to the configuration.
3. Fill in the fields on the Ribbon Configuration Setting form.
<table id="table_c54_bjf_ltb"><thead><tr><th>
Field
</th><th>
Description
</th></tr></thead><tbody><tr><td>
Table
</td><td>
The table associated with this ribbon setting. Anytime an agent selects a record from this table, the ribbon setting appears with this component.
</td></tr><tr><td>
Ribbon
</td><td>
The ribbon setting to add to the ribbon configuration.
</td></tr><tr><td>
Configuration
</td><td>
The desired ribbon configuration.
</td></tr><tr><td>
Application
</td><td>
The scope of this ribbon. Global means the ribbon works with all applications.
</td></tr><tr><td>
Order
</td><td>
The location of this component in the ribbon. Ordering the components goes from left to right. For example, if you associate three components with a table:- The component with the lowest order appears on the left.
- The component with the highest order appears on the right.
</td></tr><tr><td>
Width
</td><td>
The number of columns the component occupies in the ribbon. The width of the page is 12 columns. When using multiple components, the total combined width of all the components must equal 12 or less.**Note:** The width is ignored if the ribbon is configured to display in the [contextual side panel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/config-csm-display-header-in-sidebar.md).
</td></tr><tr><td>
Active
</td><td>
Toggle to turn this component on/off in the ribbon for this table.
</td></tr></tbody>
</table> 4. Select **Submit**.
## What to do next
You can display the form ribbon at the top of the form or in the Contextual side panel. For more information, see the following topics:
- [CRM Workspace form ribbon and components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-agent-workspace-ribbon.md)
- [Display the form ribbon and form header secondary values in the Contextual side panel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/config-csm-display-header-in-sidebar.md)
| title | Set up a ribbon configuration in CRM Workspace |
| description | Create a ribbon setting and add that setting to a ribbon configuration for CRM Workspace. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/config-csm-config-ws-ribbon.html |
| release | australia |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 4 |
| breadcrumb | Set up CRM WorkspaceCRM WorkspaceOrganize agent workspacesConfigureCustomer Service Management |