---
title: Agent experience
description: Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with Customer Service Management application.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/agent-exp.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 3
breadcrumb: [Explore, Customer Service Management]
---

# Agent experience

Your agents can assist customers through various interaction channels to resolve their issues and manage their cases, delivering high-quality and efficient customer service with Customer Service Management application.

## CSM Configurable Workspace

Your agents have one desktop for any interaction–phone, chat, messaging, web forms, etc. Multiple tabs allow agents to efficiently manage several cases at once. Agents have ongoing visibility into the status of issues assigned to middle and back-office teams for resolution. The workspace dynamically displays related contextual information based on the current state. Agents can also set compact mode and dark mode to optimize their experience and productivity.

To learn more about CSM Configurable Workspace, see [Explore CRM Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/exploring-configurable-workspace.md).

## Advanced Work Assignment

Define criteria and routing conditions to automatically assign work items \(such as chats or cases\) to agents. Assignment is based on their availability, capacity, skills, work history, related tasks, or account team.

To learn more about Advanced Work Assignment, see [Set up an Advanced Work Assignment service channel for assigning case tasks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-awa-channel-case-tasks.md).

## Customer Central

Your agents get a ready-to use centralized view of customer-specific information. Customer Central combines historical activity from self-service \(such as knowledge base article views and Virtual Agent interactions\) as well as live interactions \(such as chat and SMS\). It can be further customized to incorporate data from different sources and use custom components to include customer health scores, churn risk, recent transactions, etc.

To learn more about Customer Central, see [Customer Central](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-central.md).

## Agent Assist

With agent assist, your agents can handle cases in the workspace and perform an automatic search. The search shows possible solutions in other cases, knowledge base articles, and additional information sources.

## Playbooks

Your agents can use playbooks to provide your customers with the step-by-step guidance that they need for resolving specific types of customer service cases. For example, your agents can use these playbooks to help your customers resolve onboarding, complaint, and product support issues.

A playbook enables your agents to manage the life cycle of a case. The playbook details the workflows associated with a specific case type. It also outlines the activities needed to resolve cases of this type. Playbooks help your agents visualize the entire life cycle of a workflow.

To learn more about playbooks, see [Playbooks in Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/setting-up-csm-playbooks.md).

## Mobile

Your agents can manage their customer service cases from a mobile device with the Customer Service Management mobile application. Your agents can stay connected and access information in real time to complete their tasks quickly.

Both your customer service agents and managers can use the Customer Service Management mobile application to review the case details quickly so that they can complete their case tasks. By using a mobile phone with the Customer Service Management application, your agents and customer service managers can perform routine actions and approvals anytime and from anywhere.

To learn more about the Customer Service Management mobile application, see [Mobile experience for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-service-mobile-interface.md).