Using the Public Sector Workspace for Public Sector Digital Services

---
title: Using the Public Sector Workspace for Public Sector Digital Services
description: Set up CSM Configurable Workspace for your agents and expand the Workspace UI so they can engage with customers, answer questions, create cases, and resolve issues.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/government-industry/psds-using-csm-workspace.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use, Public Sector Digital Services \(PSDS\)]
---

# Using the Public Sector Workspace for Public Sector Digital Services

Set up CSM Configurable Workspace for your agents and expand the Workspace UI so they can engage with customers, answer questions, create cases, and resolve issues.

Government service agents can complete most tasks in Public Sector Workspace. For more information on how to set up the Public Sector Workspace, see [Set up the Public Sector Workspace for Public Sector Digital Services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/setting-up-csm-fsm.md).

The tables below describe some of the basic tasks that agents can perform in Public Sector Workspace.

<table id="table_csm_workspace_agent_tasks"><thead><tr><th>

Task

</th><th>

Description

</th><th>

Details

</th></tr></thead><tbody><tr><td>

Use playbooks

</td><td>

Use the step-by-step guidance provided by playbooks to complete tasks and resolve cases.

</td><td>

[Using Playbooks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-using-playbooks-overview.md)

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

Create a specific type of case

</td><td>

Create a case for a specific type of constituent request.

</td><td>

[Creating and resolving case tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/psds-gsp-resolving-case-tasks-agent.md)

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

Use Knowledge to assist with cases

</td><td>

Search for knowledge articles and attach them to cases or open articles in sub-tabs for easier reading. Report a knowledge gap if you can't find relevant articles and, if permission is enabled, create articles directly from cases.

</td><td>

[Search for knowledge articles](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/csm-workspace-search-knowledge.md)

 [Open a knowledge article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/csm-workspace-open-knowledge.md)

 [Report a knowledge gap](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/csm-workspace-report-knowledge-gap.md)

 [Create a knowledge article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/csm-workspace-create-knowledge.md)

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

Use response templates

</td><td>

Quickly respond to customers using different types of predefined information.

</td><td>

[Use response templates in Service Request Administration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/government-industry/use-response-templates-psds.md)

</td></tr></tbody>
</table>