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Reference › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Components installed with CSM workspaces

Several types of components are installed with CSM workspaces.

Roles

The agent workspace user role (agent_workspace_user) is added to the Service Management agent (sn_esm_agent) role. The role is required to access Agent Workspace for CSM.

Form views

Customer service agents see forms in the CSM Workspace form view (workspace_csm), if they exist for certain record types. Otherwise, agents see forms in the Workspace form view.

Tables

In CSM workspaces, a number of Customer Service Management tables are provided with the Workspace and CSM Workspace view layouts.

  • Tables in Workspace view

    The Workspace view is provided for the following tables:

    • Case (sn_customerservice_case)
    • Consumer (csm_consumer)
    • Account (customer_account)
    • Contact (customer_contact)
    • Account Relationship (account_relationship)
    • Asset (alm_asset)
    • Contract (ast_contract)
    • Product Model (cmdb_model)
    • Entitlement (service_entitlement)
    • Task (sn_customerservice_task)
    • Appointments (sn_customerservice_appointment)
    • Contact Relationship (sn_customerservice_contact_relationship)
    • Escalation (sn_customerservice_escalation)
    • Order (csm_order)
    • Order Case (csm_order_case)
    • Special Handling Notes (sn_shn_notes)
    • Order Line Item (csm_order_line_item)
    • Asset Contact (sn_customerservice_m2m_asset_contact)
    • Account Team Member (sn_customerservice_team_member)
    • Social Profiles table (sn_app_cs_social_social_profile)
    • Social Logs table (sn_app_cs_social_social_log)
    • Knowledge Applied to Tasks table (m2m_kb_task)
    • Tables in CSM Workspace view

    The CSM Workspace view (workspace_csm) is provided for the following tables:

    • Interaction (interaction)
    • Location (cmn_location) The CSM Workspace view for these tables is similar to the respective default platform interface view.

Lists

The list categories and filtered lists that have been configured for customer service agents in CSM workspaces.

List CategoryFiltered ListsDescription
CasesMy CasesCases assigned to the customer service agent.
 My OpenOpen cases assigned to the customer service agent.
 Unassigned for my groupsCases that belong to any of the customer service agent's groups but have not been assigned to an agent.
 AllAll customer service cases.
Major Issue ManagementMajor CasesMajor cases that have been accepted.
CustomerAccountsA list of customer accounts.
 PartnersA list of partner accounts.
 ContactsA list of customer contacts.
 ConsumersA list of consumers.
InteractionsMy InteractionsInteractions that are assigned to the customer service agent (agent's name appears in the Assigned to field on the interaction record).
KnowledgeMy Knowledge ArticlesKnowledge articles authored by the customer service agent (agent's name appears in the Author field).Note: This list appears in the list panel when the Knowledge Management Advanced Installer plugin (com.snc.knowledge_advanced.installer) is activated.
Catalog TasksAssigned to my groupsCatalog tasks assigned to the current agent's groups.

Note: Additional filtered lists appear in the list panel when a customer service agent also has the itil role.