[Music] hey everyone in this video i want to talk about the configurable workspace for csm or csm fsm configurable workspace now a little bit of preamble on this one it is not new to san diego it just got migrated over to the next experience in san diego and i might have caused a little confusion with the previous video i did about service operations workspace and not needing agent workspace so agent workspace isn't going away it's used by both itsm and customer service management and you can still use agent workspace for customer service management if you're wanting to do things like tie in with itsm and different applications however that's been available i think since quebec the csm configurable workspace is a place that lets you do the same things you do around customer service management and field service management but in an extensible workspace so you're able to go in and modify it add new things to it and personalize to your organization's needs unlike agent workspace which is slightly configurable but just not as many options so just to kind of show the case this is what the csm configurable workspace used to look like pre san diego in san diego and now we have this new ui where i can jump into workspace settings like that you saw there let me click on it again and i can go to csm fsm configurable workspace and when i use that menu item i stay within my same browser tab so i'm not popping out to a new experience now in san diego csm fsn configured workspace did get a facelift so it's got the nice look and feel you can come in you can turn on dark mode if you want so here i am john jason i'm going to go ahead and make my csm fsn experience in dark mode it's going to take it a second to flip that over and now you can see it was really dark i got it in dark mode i can see all these nice lists laid out a bit differently than we've seen in quebec in rome my performance widgets i'm working on this i don't know what's going on with these i'm having trouble actually configuring my csm configurable workspace but that's a story for another video or when it's fixed i'll show you response time resolution time and organizational performance all those things that we know and love that's been part of our csm configurable workspace experience i can still come in you know let's switch this theme back so it looks better on video because i know i'm going to regret this when i come back and watch this for post editing so we'll go back into the normal mode dark mode is great for when you're fatigued and kind of high strain stuff like that when you're doing demos i probably should stick to this one but i've got my new creation menu on my workspace right so this is going to open up new tabs for a new interaction or a new case let's go ahead and try a new case and case form looks the same as it always has there is a slight change in the colors and stuff like that but most of this stuff uh just above my head is going to stay the same as what you've been experiencing but we'll just show it we'll put in a test one here and let's make sure this is assigned to mr don jason and we'll click save after that and i'll move my head over to the left and i'm just going to call your attention to these little guys on the right hand side there so they've got the recommendations you've got the expect actions next best actions age and assists we've got the record information attachments templates response templates and related records all essentially the case right so nothing really changed there on my list view i can go through look at the different things that might be related to my job around walk up and cases and escalated cases and case tasks and complaint cases and onboarding cases and more importantly in csm my customer account information don't forget those industry data models around accounts partners contacts consumers and households and household members can't remember can't believe i remember all that stuff knowledge articles work orders if we're talking field service management i will do another video showcasing the dispatcher workspace in the csm fsn configurable workspace we've got our inbox where john can come in and say hey i'm available i'm available on these channels or i'm on break or i bought active on a call and then you can accept and reject as you configure that or have configured it if you did have any ongoing conversations um whether those are asynchronous or synchronous they'd show up here on the ongoing conversations panel so that's pretty much it for csm fsn configurable workspace like i said not new to san diego but did get a facelift a new ui matches the rest of the experience within servicenow and so may be worth upgrading just for that and you still may want to use agent workspace if you want to tie in things like your customer service to your it service management i t operations management project and portfolio management and the like so i hope you enjoyed this video if you did please like please subscribe or even share it with somebody you think might be interested until next time i'll see you on the next one [Music] you