Agent experience for CSM release notes

Xanadu release notes > Learn about the Xanadu release > Release notes for upgrading from Washington DC > Features and changes by product >

The ServiceNow® Agent Experience for CSM provides customer service agents with the tools they need to find, research, and resolve customer issues and questions. Agent Experience for CSM was enhanced and updated in the Xanadu release.

Agent experience for CSM highlights for the Xanadu release Expand and collapse the header in the Compose Email modeless dialog to edit address fields or increase your working space in the email body. Use icons to quickly access email tools such as applying a template or adding an attachment. Open the Compose Email modeless dialog with the last saved email draft.

See CSM Configurable Workspace for more information.

Important: CSM Configurable Workspace is available in the ServiceNow Store . For details, see the "Activation information" section of these release notes.

New in the Xanadu release Quick start tests for Customer Service Management

After upgrades and deployments of new applications or integrations, run quick start tests to verify that Customer Service Management works as expected. If you customized Customer Service Management , copy the quick start tests and configure them for your customizations.

Changed in this release Email enhancements

The Compose Email modeless dialog includes the following enhancements: A collapsible header that includes the To , Cc , Bcc , and Subject fields. Icons in the footer that enable you to discard the current email draft, apply a template, view a list of recent email drafts, and add attachments. Compose Email modeless dialog that you can open to see the last saved email draft.

Deprecations Starting with the Xanadu release, CSM Agent Workspace is no longer deployed, enhanced, or supported. For details, see the Deprecation Process [KB0867184] article in the Now Support knowledge base. CSM Configurable Workspace provides the latest experience for this functionality.

Activation information Install CSM Configurable Workspace by requesting it from the ServiceNow Store . Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes .

Browser requirements ServiceNow workspaces don’t support mobile devices, Internet Explorer , or Microsoft Edge . Instead, use Microsoft Edge - Chromium or one of the other supported browsers listed in Browser support .

Accessibility information The following templates were updated to support reflow, which enables pages and content to be zoomed up to 400% through your browser settings without loss of content or functionality. Additionally, content can be enlarged without scrolling in two dimensions at a width equivalent to 320 CSS pixels or a height equivalent to 256 CSS pixels. Case playbook: horizontal stages template Case playbook: vertical stages template

This enhancement helps users with low vision or who have trouble seeing web content in a browser due to monitor size, device type, poor lighting, or other situations. Reflow can be turned off with a system property for instances, experiences, and pages. See Reflow for Configurable Workspace for details.

Related ServiceNow applications and features Customer Service Management

Use the Customer Service Management application to provide the service and support that your external customers need.

Now Assist for CSM

Use the ServiceNow® Now Assist for CSM application to summarize customer chat conversations on interactions, summarize case details, and generate case resolution notes.

Next Experience UI Builder

Next Experience UI Builder is a low-code web user interface builder that enables developers to build pages for workspace and portal web-based experiences. Use the base system and custom web components to build your pages.

Workspace

ServiceNow® Workspace is a graphical user interface that puts multiple tools on one page, including the tools that agents they need to find, research, and resolve issues. CSM Configurable Workspace is a customer service-specific implementation that provides tier 1 agents with the tools that they need to respond to customers and to resolve cases.

Parent Topic: Customer Service Management release notes