CRM Workspace interface
The CRM Workspace interface provides agents with the tools and information they need to resolve interactions and cases.
[Omitted image "csm-config-workspace-interface.png"] Alt text: The CRM Workspace interface provides information such as record details, the activity stream, and tools in the contextual side panel such as recommended actions and templates.
Multi-tab interface
Within the CRM Workspace interface, two levels of tabs enable agents to work on multiple cases, tasks, and other customer records within a single browser window.
- Top-level tabs display case records or case type records.
- Sub-tabs display record details and related records, such as case tasks, work orders, and contact or account information.
Agents can open up to 20 tabs simultaneously in the workspace. The system automatically caches the 10 most recently used tabs.
Agents can use this tab configuration to quickly move between records without losing their place.
Contextual display
Agents get a complete view of a customer's history, including interactions, products, and cases. Agents can find this information throughout the CRM Workspace interface. For example:
- Record details: Provides customer or consumer information, details about the product or service, and a short description of the issue.
- Contact and consumer lookup: Displays customer information in record cards and provides quick access to details such as name, email, and phone.
- Customer History: Displays customer, consumer, or account history information in the form of a filtered activity feed.
- Activity stream: Displays a history of updates and communications within a record such as field updates, comments, work notes, and emails.
- Contextual side panel: Includes tabs that agents can use to view record information, SLA details, and attachments.
- Related lists: Shows records from other tables that are linked to the current record such as case tasks or work orders.
Record details
In CRM Workspace, each case or interaction record includes information about the customer or consumer, the product or service, and a short description of the issue being addressed. It can also include information about the record priority, state, and agent assignment.
Depending on the record page configuration, record details can be found in the Details tab or in a case or interaction details component. For example, the Front-line case page includes a case details component with the following collapsible sections:
- Case
- Notes
- Closure Information
- Related Records
The CSM default record page includes a Details tab as the first record sub-tab.
Contextual side panel
The contextual side panel component includes different tools that agents can use to research and resolve customer issues. The tools available in the contextual side panel are configurable for each record page. For example, the contextual side panel in the Front-line case page includes the following tabs:
- Record information
- Recommended Actions search
- Attachments
- Form Templates
- Response Templates
- Email Templates
- Related Lists
For more information, see CRM Workspace contextual side panel components.
Agent inbox
Agents see their assignments in their CRM Workspace inbox. Work assignments appear as cards in the inbox that agents can accept or reject. Agents can also set their status in the inbox, such as Available or Busy.
For more information about the agent inbox, see the following topics:
--- title: CRM Workspace interface description: The CRM Workspace interface provides agents with the tools and information they need to resolve interactions and cases. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-config-workspace-interface.html release: australia topic_type: concept last_updated: "2026-10-22" reading_time_minutes: 2 breadcrumb: [CRM Workspace features, CRM Workspace, Organize agent workspaces, Configure, Customer Service Management] --- # CRM Workspace interface The CRM Workspace interface provides agents with the tools and information they need to resolve interactions and cases. \[Omitted image "csm-config-workspace-interface.png"\] Alt text: The CRM Workspace interface provides information such as record details, the activity stream, and tools in the contextual side panel such as recommended actions and templates. ## Multi-tab interface Within the CRM Workspace interface, two levels of tabs enable agents to work on multiple cases, tasks, and other customer records within a single browser window. - Top-level tabs display case records or case type records. - Sub-tabs display record details and related records, such as case tasks, work orders, and contact or account information. Agents can open up to 20 tabs simultaneously in the workspace. The system automatically caches the 10 most recently used tabs. Agents can use this tab configuration to quickly move between records without losing their place. ## Contextual display Agents get a complete view of a customer's history, including interactions, products, and cases. Agents can find this information throughout the CRM Workspace interface. For example: - Record details: Provides customer or consumer information, details about the product or service, and a short description of the issue. - Contact and consumer lookup: Displays customer information in record cards and provides quick access to details such as name, email, and phone. - Customer History: Displays customer, consumer, or account history information in the form of a filtered activity feed. - Activity stream: Displays a history of updates and communications within a record such as field updates, comments, work notes, and emails. - Contextual side panel: Includes tabs that agents can use to view record information, SLA details, and attachments. - Related lists: Shows records from other tables that are linked to the current record such as case tasks or work orders. ## Record details In CRM Workspace, each case or interaction record includes information about the customer or consumer, the product or service, and a short description of the issue being addressed. It can also include information about the record priority, state, and agent assignment. Depending on the record page configuration, record details can be found in the Details tab or in a case or interaction details component. For example, the [Front-line case page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-front-line-case-page.md) includes a case details component with the following collapsible sections: - Case - Notes - Closure Information - Related Records The [CSM default record page](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-default-record-page.md) includes a Details tab as the first record sub-tab. ## Contextual side panel The contextual side panel component includes different tools that agents can use to research and resolve customer issues. The tools available in the contextual side panel are configurable for each record page. For example, the contextual side panel in the Front-line case page includes the following tabs: - Record information - Recommended Actions search - Attachments - Form Templates - Response Templates - Email Templates - Related Lists For more information, see [CRM Workspace contextual side panel components](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-config-ws-side-panel-components.md). ## Agent inbox Agents see their assignments in their CRM Workspace inbox. Work assignments appear as cards in the inbox that agents can accept or reject. Agents can also set their status in the inbox, such as **Available** or **Busy**. For more information about the agent inbox, see the following topics: - [Exploring Advanced Work Assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/awa-overview.md) - [Inbox layout](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/awa-inbox-layout.md) - [Agent inbox controls](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/agent-experience.md)
| title | CRM Workspace interface |
| description | The CRM Workspace interface provides agents with the tools and information they need to resolve interactions and cases. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/customer-service-management/csm-config-workspace-interface.html |
| release | australia |
| topic_type | concept |
| last_updated | 2026-10-22 |
| reading_time_minutes | 2 |
| breadcrumb | CRM Workspace featuresCRM WorkspaceOrganize agent workspacesConfigureCustomer Service Management |