Using CRM Workspace in Customer Service Management
Use CRM Workspace to interact with customers, create and work on cases, and resolve questions and issues.
Customer service agents can complete most tasks in CRM Workspace, while other tasks only apply to the platform interface. This information is noted at the top of each task.
The tables below describe some of the basic tasks that agents can perform in CRM Workspace as well as additional features that are available for use.
For additional task information, see Manage cases.
|
Task |
Description |
Details |
|---|---|---|
|
Use Knowledge to assist with cases |
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. | |
|
Respond to community discussions |
If a case is created from a community discussion, you can respond to the discussion from the case. | |
|
Use response templates |
Quickly respond to customers using different types of predefined information. |
Use response templates to add information to cases and case tasks |
|
Manage email tasks |
Preview emails and compose and send responses from cases. |
Compose an email from the ribbon component |
|
Feature |
Description |
Details |
|---|---|---|
|
Create a specific type of case |
Create a case for a specific type of customer issue. | |
|
Look up a customer |
Quickly look up contacts or consumers using information such as the name, phone number, or record number. | |
|
Use Customer Central |
Look up customer information and recent activity to find out more about the customer you are assisting. | |
|
View product data |
View details about customer instances, products, and components. | |
|
Use playbooks |
Use the step-by-step guidance provided by playbooks to complete tasks and resolve cases. | |
|
Use guided decisions |
A guided decision prompts you to answer questions and provide inputs and then offers recommendations on the steps needed to resolve a case. |
Use Guided Decisions in playbooks to resolve cases Use Guided Decisions in recommended actions to resolve cases |
|
Use recommended actions |
A recommended action is a suggested helpful action for resolving a case. A recommendation can be a guidance, guided decision, or a suggested value for a case field. | |
|
Use trending case topics |
Use trending case topics to identify cases with similar issues. | |
|
Use estimated time to resolve a case (ETTR) |
Use machine learning to predict the estimated time to resolve a case based on case attributes such as the short description, category, priority, and assignment group. | |
|
Call back a customer |
Call a customer back either immediately or at the date and time requested by the customer. |
--- title: Using CRM Workspace in Customer Service Management description: Use CRM Workspace to interact with customers, create and work on cases, and resolve questions and issues. locale: en-US canonical_url: https://www.servicenow.com/docs/r/customer-service-management/csm-workspaces-use.html release: brazil topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 5 breadcrumb: [Manage cases, Use, Customer Service Management] --- # Using CRM Workspace in Customer Service Management Use CRM Workspace to interact with customers, create and work on cases, and resolve questions and issues. Customer service agents can complete most tasks in CRM Workspace, while other tasks only apply to the platform interface. This information is noted at the top of each task. The tables below describe some of the basic tasks that agents can perform in CRM Workspace as well as additional features that are available for use. For additional task information, see [Manage cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/manage-cases.md). <table id="table_csm_workspace_agent_tasks"><thead><tr><th> Task </th><th> Description </th><th> Details </th></tr></thead><tbody><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/brazil/markdown/customer-service-management/csm-workspace-search-knowledge.md) [Open a knowledge article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/csm-workspace-open-knowledge.md) [Report a knowledge gap](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/csm-workspace-report-knowledge-gap.md) [Create a knowledge article](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/csm-workspace-create-knowledge.md) </td></tr><tr><td> Respond to community discussions </td><td> If a case is created from a community discussion, you can respond to the discussion from the case. </td><td> [Respond to a community thread from a case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/csm-workspace-respond-to-thread.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 to add information to cases and case tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/csm-aw-agent-use-response-template.md) </td></tr><tr><td> Manage email tasks </td><td> Preview emails and compose and send responses from cases. </td><td> [Compose an email from a case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/compose-email-cases.md) [Compose an email from the ribbon component](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/open-email-customer-360.md) [Send an email response from a case activity stream](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/respond-cases-reply-forward.md) [Preview an email from the Emails related list](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/preview-email-cases.md) </td></tr></tbody> </table><table id="table_pph_mww_b4b"><thead><tr><th> Feature </th><th> Description </th><th> Details </th></tr></thead><tbody><tr><td> Create a specific type of case </td><td> Create a case for a specific type of customer issue. </td><td> [Create a customer service case of a specific type](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/create-case-of-specific-case-type.md) </td></tr><tr><td> Look up a customer </td><td> Quickly look up contacts or consumers using information such as the name, phone number, or record number. </td><td> [Look up and verify a contact or consumer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/lookup-verify-contact-consumer.md) </td></tr><tr><td> Use Customer Central </td><td> Look up customer information and recent activity to find out more about the customer you are assisting. </td><td> [Use Customer Central](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/use-customer-central.md) </td></tr><tr><td> View product data </td><td> View details about customer instances, products, and components. </td><td> [View install base information](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/install-base-aw-csm.md) [View sold product information](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/view-sold-product-info-workspace.md) </td></tr><tr><td> Use playbooks </td><td> Use the step-by-step guidance provided by playbooks to complete tasks and resolve cases. </td><td> [Interact with playbooks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/build-workflows/workflow-studio-playbooks-landing.md) </td></tr><tr><td> Use guided decisions </td><td> A guided decision prompts you to answer questions and provide inputs and then offers recommendations on the steps needed to resolve a case. </td><td> [Use Guided Decisions in playbooks to resolve cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/use-guided-decisions.md) [Use Guided Decisions in recommended actions to resolve cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/use-guided-decisions-ra.md) </td></tr><tr><td> Use recommended actions </td><td> A recommended action is a suggested helpful action for resolving a case. A recommendation can be a guidance, guided decision, or a suggested value for a case field. </td><td> [Use Recommended Actions to resolve cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/nba_use.md) </td></tr><tr><td> Use trending case topics </td><td> Use trending case topics to identify cases with similar issues. </td><td> [View trending case topics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/view-trending-case-topics.md) [Add trending case topics to existing major cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/trending-case-topics-mim.md) [Create major cases for trending case topics](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/major-cases-trending-topics.md) </td></tr><tr><td> Use estimated time to resolve a case \(ETTR\) </td><td> Use machine learning to predict the estimated time to resolve a case based on case attributes such as the short description, category, priority, and assignment group. </td><td> [Estimated time to resolve a case](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/ettr.md) [Time to resolve ribbon component](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/csm-agent-workspace-ribbon.md) </td></tr><tr><td> Call back a customer </td><td> Call a customer back either immediately or at the date and time requested by the customer. </td><td> [Address a callback request from a customer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/callback-customer.md) </td></tr></tbody> </table>
| title | Using CRM Workspace in Customer Service Management |
| description | Use CRM Workspace to interact with customers, create and work on cases, and resolve questions and issues. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/customer-service-management/csm-workspaces-use.html |
| release | brazil |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 5 |
| breadcrumb | Manage casesUseCustomer Service Management |