Agent experience
Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with Customer Service Management application.
CRM Workspace
Your agents have one desktop for any interaction, including phone, chat, messaging, web forms, and more. Multiple tabs enable agents to efficiently manage several cases at once. Agents have ongoing visibility into the status of issues assigned to middle and back-office teams for resolution. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and productivity.
To learn more about the workspace, see CRM Workspace.
Advanced Work Assignment
Define criteria and routing conditions to automatically assign work items to agents. Assign these items, such as chats or cases, to agents based on their availability, capacity, skills, work history, related tasks, or account team.
To learn more about Advanced Work Assignment, see Set up an AWA service channel for assigning case tasks.
Customer Central
Your agents get a ready-to use centralized view of customer-specific information. Customer Central combines historical activity from self-service (such as knowledge base article views and Virtual Agent interactions) and live interactions (such as chat and SMS). It can be further customized to incorporate data from different sources and use custom components to include customer health scores, churn risk, recent transactions, etc.
To learn more about Customer Central, see Customer Central.
Agent Assist
With agent assist, your agents can handle cases in the workspace and perform an automatic search that shows possible solutions in the following areas:
- Other cases
- Knowledge base articles
- Additional information sources
Playbooks
Your agents can use playbooks to provide your customers with the step-by-step guidance that they need for resolving specific types of customer service cases. For example, your agents can use these playbooks to help your customers resolve onboarding, complaint, and product support issues.
A playbook enables your agents to manage the life cycle of a case. The workflows that are associated with a specific type of case are detailed in the playbook. The activities that need to be completed to resolve cases of this type are also detailed in the playbook. Playbooks also help your agents to visualize the entire life cycle of a workflow.
To learn more about playbooks, see Playbooks for Customer Service Management.
Mobile
Your agents can manage their customer service cases from a mobile device with the Customer Service Management mobile application. Your agents can stay connected and access information in real time to complete their tasks quickly.
Both your customer service agents and managers can use the Customer Service Management mobile application to review the case details quickly so that they can complete their case tasks. By using a mobile phone with the Customer Service Management application, your agents and customer service managers can perform routine actions and approvals anytime and from anywhere.
To learn more about the Customer Service Management mobile application, see Mobile experience for Customer Service Management.
--- title: Agent experience description: Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with Customer Service Management application. locale: en-US canonical_url: https://www.servicenow.com/docs/r/customer-service-management/agent-exp.html release: brazil topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 3 breadcrumb: [Explore, Customer Service Management] --- # Agent experience Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with Customer Service Management application. ## CRM Workspace Your agents have one desktop for any interaction, including phone, chat, messaging, web forms, and more. Multiple tabs enable agents to efficiently manage several cases at once. Agents have ongoing visibility into the status of issues assigned to middle and back-office teams for resolution. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and productivity. To learn more about the workspace, see [CRM Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/csm-workspaces-configure.md). ## Advanced Work Assignment Define criteria and routing conditions to automatically assign work items to agents. Assign these items, such as chats or cases, to agents based on their availability, capacity, skills, work history, related tasks, or account team. To learn more about Advanced Work Assignment, see [Set up an AWA service channel for assigning case tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/configure-awa-channel-case-tasks.md). ## Customer Central Your agents get a ready-to use centralized view of customer-specific information. Customer Central combines historical activity from self-service \(such as knowledge base article views and Virtual Agent interactions\) and live interactions \(such as chat and SMS\). It can be further customized to incorporate data from different sources and use custom components to include customer health scores, churn risk, recent transactions, etc. To learn more about Customer Central, see [Customer Central](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/customer-central.md). ## Agent Assist With agent assist, your agents can handle cases in the workspace and perform an automatic search that shows possible solutions in the following areas: - Other cases - Knowledge base articles - Additional information sources ## Playbooks Your agents can use playbooks to provide your customers with the step-by-step guidance that they need for resolving specific types of customer service cases. For example, your agents can use these playbooks to help your customers resolve onboarding, complaint, and product support issues. A playbook enables your agents to manage the life cycle of a case. The workflows that are associated with a specific type of case are detailed in the playbook. The activities that need to be completed to resolve cases of this type are also detailed in the playbook. Playbooks also help your agents to visualize the entire life cycle of a workflow. To learn more about playbooks, see [Playbooks for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/customer-service-case-playbooks.md). ## Mobile Your agents can manage their customer service cases from a mobile device with the Customer Service Management mobile application. Your agents can stay connected and access information in real time to complete their tasks quickly. Both your customer service agents and managers can use the Customer Service Management mobile application to review the case details quickly so that they can complete their case tasks. By using a mobile phone with the Customer Service Management application, your agents and customer service managers can perform routine actions and approvals anytime and from anywhere. To learn more about the Customer Service Management mobile application, see [Mobile experience for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/customer-service-mobile-interface.md).
| title | Agent experience |
| description | Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with Customer Service Management application. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/customer-service-management/agent-exp.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | ExploreCustomer Service Management |