Configure Agent Workspaces in Public Sector Digital Services

---
title: Configure Agent Workspaces in Public Sector Digital Services
description: Configure agent workspaces and boost efficiency by optimizing interfaces, configuring playbooks, setting up case management and routing, and integrating tools for smooth case handling.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/government-industry/psds-config-organize-agent-workspaces.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Configure, Public Sector Digital Services \(PSDS\)]
---

# Configure Agent Workspaces in Public Sector Digital Services

Configure agent workspaces and boost efficiency by optimizing interfaces, configuring playbooks, setting up case management and routing, and integrating tools for smooth case handling.

<table id="table_mhz_4gb_l1c" class="nav-card"><tbody><tr><td>

[Playbooks\[Omitted image "bus-service-catalog.svg"\] Alt text:Configure playbooks to help guide government agents through the lifecycle of a public service case.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-install-playbooks-solutions.md)

</td><td>

[CSM Configurable Workspace\[Omitted image "bus-agent-workspace-1.svg"\] Alt text:Set up the CSM Configurable Workspace to provide agents with the tools they need to answer constituent questions and resolve requests efficiently.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/setting-up-csm-fsm.md)

</td></tr><tr><td>

[Case management\[Omitted image "bus-case.svg"\] Alt text:Configure your case management tools to optimize case handling.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-config-case-management.md)

</td><td>

[Case routing and assignment\[Omitted image "bus-it-leader.svg"\] Alt text:Use Advanced Work Assignment \(AWA\) to automatically route cases to the appropriate government service agents in CSM Configurable Workspace.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-config-case-routing.md)

</td></tr></tbody>
</table>\[Omitted image "psds-workflow\_agent-workspace.png"\] Alt text: overview showing the different topics in agent workspaces and how they relate to each other

-   **[Playbooks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-install-playbooks-solutions.md)**

    Install one or more playbook applications with Public Sector Digital Services. These tools provide an end-to-end workflow for handling public service requests submitted by constituents, enabling agents to resolve cases quickly and efficiently.

-   **[CSM Configurable Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/setting-up-csm-fsm.md)**

    Set up the CSM Configurable Workspace and expand the Workspace UI to optimize agent government service processes. This user interface provides agents with the tools they need to answer constituent questions and resolve issues efficiently.

-   **[Case routing and assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-config-case-routing.md)**

    Set up Advanced Work Assignment in the CSM Configurable Workspace to route and assign cases automatically to the appropriate agents based on their availability, capacity, and skills. This setup helps to improve efficiency and response times.

-   **[Case management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-config-case-management.md)**

    Configure your case management tools to manage cases efficiently by setting up features that permit you and your constituents to create, resolve, and categorize cases. Define case types for different public services, configure service definitions to link services and case types, and allow accurate tracking and resolution.