Jumpstart Your CSM Configurable Workspace
The Jumpstart Your Customer Service Management (CSM) Configurable Workspace Accelerator provides a demonstration of the possibilities and capabilities of the CSM Configurable Workspace.
Accelerator overview
Jumpstart Your (CSM) Configurable Workspace helps Impact customers gain a deeper understanding of how to get started with CSM Configurable Workspace by providing a comprehensive overview and applied demonstration. This Accelerator guides you through the setup process and clearly illustrates the value of the workspace. Additionally, key resources and leading practices are offered to enhance product adoption and usage.
For additional information on the feature, see .
Package Availability
Note: This Accelerator is available for Impact Guided, Guided+ (Strategic Value or Platform Governance), Advanced, and Total packages.
Offered pursuant to the applicable Impact Accelerator Description available at https://www.servicenow.com/legal/servicenow-impact.html
What you get
Session preparation
The Technical Accelerator Consultant:
- Provisions a temporary instance
- Activates related plugins
- Customer coaching session #1 (up to 90 minutes)
Includes the following:
- Overview of CSM Configurable Workspace:
- History
- Design reasoning
- Features
- Adoption benefits
- Applied demonstration of CSM Configurable Workspace:
- Installation and updates
- How to use guided setup
- Walk through of agent experience
- Highlight of key features
- Configuration guidance for admins
- Key resources and guides on leading practices
- 30 days access to the temporary instance is provided
- Customer coaching session #2 (optional upon customer request, up to 60 minutes)
Opportunity for Q&A related to the CSM Configurable Workspace
Requested customer resources
One or more customer resource is requested. The specific number of resources provided is Accelerator and customer specific.
| Customer resource | Responsibilities | Required | Optional |
|---|---|---|---|
| Platform Owner | Responsible for the overall accountability of the ServiceNow platform. Provides leadership and oversight to the System Administrators, ensures team alignment to business strategy and the ServiceNow roadmap, and is actively involved in the overarching governance of the platform. | ✓ | |
| System Administrators | Maintains the stability and usability of the ServiceNow platform by performing application maintenance, managing support for cases related to ServiceNow applications, and contributing to ServiceNow software releases by delivering configuration tasks R and features. | ✓ | |
| Process owners | A senior leader within each business unit for each major process or service (e.g., customer service, incident) who is accountable for ensuring the process is fit for purpose. | ✓ | |
| Contact center / Service Desk managers | Subject matter expert responsible for managing Contact Center or Service Desk, agent productivity and customer experience. | ✓ | |
| Other customer roles | Primary stakeholders responsible for agent experience and engagement, including Customer Service Agents, team leaders and User Experience champions. | ✓ | |
| Developers | Makes changes within the ServiceNow platform to meet process requirements | ✓ | |
| Trusted Service Partners | Attends ServiceNow Impact Accelerator coaching session(s) to understand leading practices and potentially support customer going forward. | ✓ |
Requested information / access
Refer to the applicable Impact Accelerator description available at https://www.servicenow.com/legal/servicenow-impact.html
Exclusions
This Impact Accelerator in its entirety or portions of the Impact Accelerator activities may not be available to customers in certain restricted environments, to self-hosted customers, or to managed service providers with domain separated instances.
ServiceNow resources are not responsible for implementing recommendations on customer’s sub-production or production instances.