When configuring your Agent Workspace environment, Agent Assist will not be enabled for a majority of tables. FEATURED PRODUCTS. Technically, there are now 2 agents attending to the same chatOpen Agent Workspace from the Application navigator module Loading. With the current functionality of workspace, users02-23-2023 03:51 AM. The difference is that only a flow configured in Process Automation Designer can be. Use the Application Navigator to open Workspace Experience > Workspaces > Agent Workspace Home. Navigate to Event Management --> Alert. If you saw Live Coding Happy Hour on August 19, 2021 (part 1) or September 2, 2021 (part 2), this post will go through the same material. g_form. 4389. The app enables service desk agents to promptly manage. Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently using ITSM Agent Workspace. Impact Drive a faster ROI and amplify your expertise with ServiceNow Impact. For the example scenario given above, use the below workaround; Go to System Definition > Client Scripts and click New. Figure 2: Initiate TeamViewer Unattended Connection with one click from. Click the PREVIEW link on a Workspace's card in the section to open the Workspace. update in March 2024. AI Search is available with the Now Platform ®. Set up your ServiceNow instance to integrate Microsoft Teams applications. Hello, I wanted to know if anyone has been able to allow human readable URL from the agent workspace view when you copy the permalink? It is available to update and change in the Knowledge page from the Service Portal but I don't see anything for the agent workspace view. Quebec. PROCEDURE : 1. Skip to page content. Provide employees with a unified portal to create reservations, access maps, register visitors, and order services. Select Workspace and give the values as: Additional Information. Loading. GoUse Agent Assist in Agent Workspace - Product Documentation: Utah - Now Support Portal. The finished agent assist component will. Explore the Open PI Incidents component. Predictive Intelligence. Workspace is a Now Platform feature that is active by default. Create and customize workspace pages with a single builder. If you saw Live Coding Happy Hour on August 19, 2021 (part 1) or September 2, 2021 (part 2), this post will go through the same material. Documentation Find detailed information about ServiceNow products, apps, features, and releases. Login to a Quebec or RomeLet's take the incident table for the article. Impact Accelerate ROI and amplify your expertise. Empower everyone with Now Assist and accelerate productivity across the enterprise. Powered by the Now Platform ® and available as a fully native iOS or Android app, Mobile Agent delivers out-of-the-box, mobile-first experiences for the most common fulfiller workflows. Associating an empty Core style record to the Polaris theme presents a white screen. Create and track milestones for projects, demands and epics with improved tools and visibility. To configure the visibility of the particular workspace in the Workspaces menu in Unified NavigationCitrix integration with ServiceNow Virtual Agent is now available to entitled ServiceNow and Citrix customers, including those with Citrix Virtual Apps and Desktops service Premium and Citrix Workspace Premium. This guide shows Staff how to use Agent Workspace and resolve service requests. Not able to see templates in Agent Workspace - Support and Troubleshooting - Now Support Portal. Business leaders must drive uninterrupted innovation and. g. Unified service center Deliver a unified, multi-department portal to keep employees engaged, productive, and informed. Client scripts are executed in response to something happening on a page, such as: User interaction events/actions, such as a button click. See how we have successfully integrated AWS Connect with our Agent Workspace; putting everything our support agents need on a single screen. Use Chat Setup to configure these features: Activate or deactivate live chat (enabled by default). Case navigation and management become a lot easier by enabling agents to handle multiple records of several types in one single tab/window of their web browser. This will add a new Landing page with a report. Clicking on a pdf file in Agent Workspace displays Preview not available Steps to Reproduce Go to Agent Workspace Home 2. Skip to page content. ServiceNow Walk-up Experience is a streamlined channel to manage face-to-face IT support requests, and to improve customer experience with IT Service Desk. When a user views a record, they don't see the emails being displayed in the activity stream, even though the "Sent/Received Emails" is configured to be displayed on the activity stream. NOTE: If your PDI automatically opens App Engine Studio, you need to change the user role used to access the PDI. When using a lookup value on agent workspace, the back-end has values retrieved, but the lookup list is empty, for example for the assignment group on incident. Update the list filter. Agent Workspace is not supported to. Known synonyms are applied. If you check the awa_work_item_rejection table you should see rejections for all logged-inCreate a Workspace for an app from the App Home tab. There's more content available only to authenticated users. Bring together the right agents to manage work and collaborate using one platform for IT processes. In next experience UI we have workspace menu and workspaces are listed under it. There is no constructor for the. You can manage the life cycle of task records such as incidents, requests, and walk-ups in IT Service Management workflows. Improve agent efficiency with a single workspace built to facilitate resolutions. Request apps on the Store Visit the ServiceNow Store Enable an agent to quickly start prioritizing tasks by redirecting the agent to the Service Operations Workspace landing page after logging in to the ServiceNow instance. Solved: Open popup with a client script on Agent Workspace - ServiceNow Community. Deliver. - Now Learning. snc. Empower your agents to guide. Step 1: Create a new page that then will get opened in a new tab, if you press the button. Management Provide instant access to relevant knowledge for patients, consumers and agents. * *Enterprise integration only Figure 1: Support agents can send invitations for both Remote Support sessions and Assist AR sessions, and start those sessions from within the TeamViewer Remote Control tab in ServiceNow. Automated Test Framework in the Now Platform automates regression testing of customizations before deployment within and across your ServiceNow instances. ”. Please check with your Citrix sales or channel partner for more information. Set up Agent Workspace for HR Case Management so that your agents can engage with your employees, answer questions, create cases, and resolve issues. Cut software and cloud expenses by pinpointing shadow IT, reducing overlap, and optimizing license use. Build My First App Engine Studio ApplicationConfiguring a Workspace. The type for the fields 'comments' and 'work_notes' is 'Journal' whereas in the OOTB is 'Journal Input' (that is supported in Agent Workspace). 3. This method is only available in the client scripting environment or in a UI action on the workspace client script field. Login here. With Service Operations Workspace, you can effectively manage interactions, incidents, requests, and walkup appointments. The component can be placed in the Workspace form using the. list, locate a record with a column to open the record in a new tab. Through Agent Chat, agents communi. To transition from the legacy agent workspace to the new Agent Workspace, you can follow these steps:The message - 'This form has not been configured for Workspace. To connect your ServiceNow instance to your Microsoft Office 365 tenant and to authorize applications, you must have both the. To configure the visibility of the particular workspace in the Workspaces menu in Unified NavigationCitrix integration with ServiceNow Virtual Agent is now available to entitled ServiceNow and Citrix customers, including those with Citrix Virtual Apps and Desktops service Premium and Citrix Workspace Premium. (Paris - AWS Connect) Now on. This reference lists available classes and methods along with parameters, descriptions, and examples to make controlling the end user experience easier. Combine HRSD with other products and apps to create a powerhouse employee experience platform. Click Manager Workspace. ServiceNow's Agent Workspace is an all-in-one application designed to increase the efficiency of agents. Open Agent Workspace. • Install base foundation: Provide agents with a 360-degree view of a product install base and services. When a record is opened from Agent Workspace is possible to see the following messages: Release or Environment. In the AgentThe Tokyo release introduces ServiceNow Vault, which helps protect business-critical applications using premium platform privacy and security controls. * *Enterprise integration only Figure 1: Support agents can send invitations for both Remote Support sessions and Assist AR sessions, and start those sessions from within the TeamViewer Remote Control tab in ServiceNow. Release or Environment. ServiceNow Store. Leveraging complete Agent Workspace view to enable Portal side functionalities being available to staff/agents. Loading. Agent Workspace General FAQs - Support and Troubleshooting - Now Support Portal. Ask questions, give advice, and connect with fellow ServiceNow professionals. Find detailed information about ServiceNow products, apps, features, and releases. Read Data Sheet Try Mobile App Benefits of Mobile. Now Platform. The agents can choose to: Transfer the chat to a different agent Transfer the chat to a different queue When you transfer a chat to Do more with IT Service Management. 0. This article details the steps to make use of Advanced Work Assignment to route work items to agents in Agent Workspace based on the needed skills. Unable to edit the form on Agent workspace - Support and Troubleshooting >Create or modify the availability states that agents use to indicate whether they can receive work or are offline or away. ServiceNow Service Operations Workspace is an essential catalyst to driving unified Service Operations strategy. If you are currently using CSM Agent Workspace and want to migrate to CSM Configurable Workspace,The portal app shell can add a header and footer to your rendered experience pages whereas the workspace app shell would add a header and other components similar to agent workspace. ServiceNow Learn more about ServiceNow products and solutions. Known synonyms are applied. Typically users will see a blank white page for 20 to 30 seconds before the workspace finally loads. Configure Workspace Agent Chat to enable customers to ask questions and receive information by chatting with a live agent. Description. Here are some of the key features:Landing page - Get started with the landing page that is tailored for your Service Desk agents and Level 2/3 analysts. To complete the exercises, switch to the Admin user role. Behaviour does not happen when accessed Agent Workspace under Chrome 64-bit browser. IT Operations Management. If not, please add the same. Select an authentication method to sign in and enter your ServiceNow Instance Host and API URI. Impact Accelerate ROI and amplify your expertise. Tap into the power of the Now Platform ® and our single data model for instant insight. Manage normal and on-call shifts from one place. 2 weeks ago. Skip to page content. Put a condition like below in line number 2 in script section. Make sure the template is global . The App Engine Studio includes a prebuilt workspace that you can add Skip to page content. The existingCommunity Ask questions, give advice, and connect with fellow ServiceNow professionals. Deliver workflows that connect people, functions, and systems with the platform of platforms for digital business. In the Happening Now section, note how many incidents are open P1 incidents. You can configure the workspace name, description, and other details based on customer requirements. For example - after adding ribbon for incident, the timeline ribbon was stuck on loading whenYou can manage the life cycle of task records such as incidents, requests, and walk-ups in IT Service Management workflows. How search works: Punctuation and capital letters are ignored. Use the Application Navigator to open Workspace Experience > Workspaces > Agent Workspace Home. Yes, the agent workspace (now already obsolete!) was designed for the desk, but seems like ServiceNow is positioning the Service Operations Workspace for the mass itil audience. Each should have appropriate targets defined, and ServiceNow Performance Analytics can be used to track and visualize your progress towards these goals. The easy-to-navigate, multi-tab interface enables you to efficiently oversee and resolve multiple incidents, problems, and change requests. FEATURED PRODUCTS. Agent Workspace loads slowly the first time a user tries to access it. In this post, we will provide a walk through on how to create your first and basic playbook in ServiceNow. Factors. The landing page provides an overview of outages, service announcements. In Agent Workspace , an interaction record opens in a parent tab and the specified entity record opens in a child tab under the interaction tab. Cloud Operations Workspace. 6) Click on "Add new Interaction". Documentation Find detailed information about ServiceNow products, apps, features, and releases. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps, features, and releases. Store Download certified apps and integrations that complement. Easily discover, install, and configure ServiceNow solutions with ServiceNow’s Admin Center. Dispatcher Workspace; Dynamic Scheduling; Schedule Optimization; Inventory Management;. ServiceNow Agent Workspace has new and updated features in the Madrid release. Developer Build, test, and deploy applications Documentation Find detailed information about ServiceNow products, apps,. Both steps are documented on ServiceNow's. Ask questions, give advice, and connect with fellow ServiceNow professionals. Reimagine always-on technology services enabled by automation. . Deliver. Predict issues, prevent impact, and automate resolution with AIOps. Configured CMDB Workspace forms for many common CMDB classes. With AWA enabled, we have 2 actions available for agents on Workspace. The user should have "template_editor_global" role to see the template. Keep your hybrid workforce engaged and. Key features Landing page Tailored landing page for your Service Desk agents. Impact Drive a faster ROI and amplify your expertise with ServiceNow Impact. 3) Activate the "Agent Chat" plugin. Go to any Madrid Patch 4. Manage alert lists in Workspace lists that are specific to Event Management alerts in Workspace are provided in the base system and are located in the Lists panel. The Dialog Acts enhancement is enabled for all topics available in ServiceNow® Virtual Agent and Virtual Machine applications. Source, negotiate and procure goods and services effortlessly. Telecommunications Service Management and Order Management for Telecommunications, we provided a simple powerful workspace agents love to use,. On Agent Workspace the Comments field is mandatory butAgent Workspace is a configurable service desk applicati. Additional Information. New List Action Button on Agent Workspace to display a Assigned to Field. Learn More. Pre-Tokyo releases had a different default User-Agent string: jakarta commons-article covers some basic troubleshooting steps to determine why chats are not being routed to agents in Agent Workspace Chat via Advanced Work Assignment. The way to develop the process is with ServiceNow Process Automation Designer (PAD). Agent Workspace is a configurable service desk application that provides an integrated and intuitive user experience enabling tier 1 agents to be more efficient. Set up Agent Chat Configure AgentDocumentation Find detailed info about ServiceNow products, apps, features, and releases. Improve agent efficiency with a single workspace built to facilitate resolutions. It enabled the recording of a call with a customer, even prior to knowing what type of interaction you would have with the user. Skip to page content Agent Workspace is a suite of tools that provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer questions and resolve customer problems. Known synonyms are applied. Need to Hide Workspace Tab in the Unified Navigation in Next Experince - Support and. Skip to page content. HR Agent Workspace. Field Service Management Dispatcher Workspace. Skip to page content. In Agent workspace, 'Additional Comments' is visible as default input option on form load and user need to select 'Work Notes' from dropdown manually. Cloud Operations Workspace. openRecord (String table, String sysId, Object params) Opens a specified record, such as a form, in a subtab within. The agent has to navigate to the workspace and open the inbox. . Known synonyms are applied. The template_editor_global is required to show global templates on the Agent Workspace. Activate or deactivate transcript download. After the initial slow loading,Dispatcher Workspace brings new speed and efficiency to field service management. Deliver engaging, personalized experiences for all users. Update the List Element. The timeline component displays a chronological summary of case activities, including case state changes and interactions between the fulfiller (typically the agent) and the requester (typically the customer). Create and customize workspace pages with a single builder. Back. Incidents > All 4. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. platform_ml, and com. In the Happening Now section, note how many incidents are open P1 incidents. By default, the short description keywords (that are existing or dynamically provided by the user) are searched to show any relevant existing data. ServiceNow Agent Workspace allows you to create your own workspace to simplify your organization’s workflow of custom tasks. Configure the UI Action. openRecord (String table, String sysId, Object params) Opens a specified record, such as a form, in a subtab within. ServiceNow provides client-side JavaScript APIs allowing all of you to control aspects of how ServiceNow is displayed and functions within the web browser. Skip to page content. We cannot bypass this functionality. Predictive Intelligence requires an additional. Ask questions, give advice, and connect with fellow ServiceNow professionals. When an incident is created from Interaction, attachments from interaction are not copied over to incident record Steps to Reproduce Create an Interaction Add Attachments Click Create Incident Expected:Agent Workspace is a Consolidated ServiceNow Interface that helps Tier-1 agents to respond to Incidents, problems, and change requests asap. One type of experience is a Workspace, which is a dashboard to interact with application data. Drag and drop the PA indicators or containers. . Cause. Benefits of workspaces. modified does not work in agent workspace Steps to Reproduce 1. In Agent Workspace chat, when using the "Transfer to Queue" quick action, currently it only displays 5 active queues. dialog opens. The easy-to-navigate, multi-tab interface enables you to. Loading. Provides agents with a quick overview of the case details. Virtual Agent . Click the button in the Workspace header to edit the components. Click Manager Workspace. Agent Workspace became available with New York release, but configuration options were very limited at that time. Sign in for more! There's more content available only to authenticated users. Find detailed information about ServiceNow products, apps, features, and releases. Alert Workspace Lists unable to auto refresh - Support and Troubleshooting - Now Support Portal. CSM Configurable Workspace - One desktop for any interaction–phone, chat, messaging, web forms, etc. ServiceNow's recommendation is that any new workspaces are created using a Configurable Workspace as it begins to deprecate Agent Workspace ahead of March 2024. Cause. Sign in for more! There's more content available only to authenticated users Sign in now Sign in nowIn Agent Presence History table, some Agents state being set to "Offline" by "admin"The ServiceNow Agent Workspace interface consists of three panels. On the What type of experience do you want to add to your app? screen, select the type of Experience to add. The client scripts needs to modified so that they work the same way in native UI The Dialog Acts enhancement is enabled for all topics available in ServiceNow® Virtual Agent and Virtual Machine applications. Sending and. We will explain how to find product information,. Get answers to your questions and discover how ServiceNow can help you transform your business with modern digital workflows. Key feature. With the San Diego release, ServiceNow launched the Service Operator Workspace (SOW) to serve as the UIB-configurable workspace (also known as WEP). Now coming to the agent's side there are some configurations that need to be done on the workspace as well. Try to resize columns by dragging the separator Expected Behavior: Columns should be resizedMigrate to CSM Configurable Workspace - Product Documentation: Tokyo - Now Support Portal. Provide employees with a unified portal to create reservations, access maps, register visitors, and order services. Steps to Reproduce 1) Open assignment_groupThe ServiceNow agent workspace surfaces relationships between accounts, contacts, consumers, and relevant industry information. * - Support and Troubleshooting >Simone9. Activate the display of the estimated wait time for live chat support (transfer from the virtual agent to a live agent). Certain content is no longerYou can grant access to workspace for specific role users by creating the acl or changing the existing acl. 5. There might be a need to display more than 5 if a service channel record has more thanDynamic Translation not working/visible in agent workspace: Log in to the instance. - Open Agent Workspace Home - Click New button to create new Incident or Case (for Case, Customer Service Management plugin must be installed) - Observe form is empty - see screenshots attached below: Release or Environment. However,To reconfigure the list to show different columns, update the. Partner Grow your business with promotions, news, and marketing tools for partners. If not please check the global field for each template. All. Improve your ITSM agent experience and manage your IT fulfillment volume more efficiently using ITSM Agent Workspace. Another Step Forward for Citrix Workspace. For example, if a work item requires the language skillIf you're already using Agent Workspace, SOW should be a fairly easy change. Modernize with RPA and integrate modern tools enterprise-wide to increase output and business results. Configure a workspace in Workspace Builder - Product Documentation: Utah - Now Support Portal. ServiceNow provides workspaces for different issue. If you need to integrate Customer Service Management with other ServiceNow applications, such as ITSM, ITOM, or PPM, consider using the. In the Happening Now section, note how many incidents are open P1 incidents. . About this task. We are always listening to our users’ needs, and we’ll continue to implement features that build on. ServiceNow commissioned research on how AI will affect the skills of the future. Steps to Reproduce 1. The solution combines the strongest industry-adopted, government-approved encryption standards with flexible key management. Adoption of the Virtual Agent can be measured with KPIs such asDocumentation Find detailed info about ServiceNow products, apps, features, and releases. Impact Drive a faster ROI and amplify your expertise with ServiceNow Impact. Please check with your Citrix sales or channel partner for more information. Figure 2: Initiate TeamViewer Unattended Connection with one click from the ServiceNow Incident. Service Operations Workspace is available with these ServiceNow products. in ITSM forum 04-10-2023If we have a custom agent workspace configured, The Compose Email form is not rendered exactly same as that of the OOB agent workspace. The original agent is not removed from the chat. 4. This is also reproducible in Agent Workspace. Liberate practitioners from repetitive tasks by giving them the tools and 360-degree patient visibility they need. . Hi @Jordan Bourgeoi ,. Name of the table that contains the record to open. Automate and connect anything to ServiceNow. The most relevant topics (based on weighting and matching to search terms) are listed first in search results. Deliver workflows that connect people, functions, and systems with the platform of platforms for digital business. Download ServiceNow Agent and enjoy it on your iPhone, iPad, and iPod touch. Integrating ServiceNow with Microsoft Teams - Product Documentation: Tokyo - Now Support Portal. Check if the user has "template_editor_global" role. Skip to page content. Deliver engaging, personalized experiences for all users. Refer to the DocumentAutomate and connect anything to ServiceNow Transform manual tasks and mundane work into digital workflows. . As such, the product documentation and release notes are provided for informational purposes only, and will not be updated. Click the Submit button. Rather than requiring users to load several applications onto their supported iOS and Android devices, users access the mobile experiences through a standard ServiceNow mobile application. Sign in for more! There's more content available only to authenticated users. Documentation Find detailed information about ServiceNow products, apps, features, and releases. Select INC0000601 5. It is achieved using an information enriched view of an issue in one interface with relevant suggestions based on Machine learning concepts like Agent Assist, Agent Intelligence, and Predictive. Agent Workspace is a suite of tools that provides agents, case managers, help desk professionals, and managers quick access to what they need to help answer customer. Digitize internal processes to become more proactive, predictive, and resilient—all while maintaining security and compliance. — March 22, 2023 — ServiceNow (NYSE: NOW), the leading digital workflow company making the world work better for everyone, today announced a major platform expansion with the Now Platform Utah release . Loading. cmdb-workspace) is activated by default in a base system. For example, I would like to add this "selection" from the backend to an specific Agent Workspace List: Currently this is how the List (Requested Item Tab in an Request) looks like in the Agent Workspace:. HR Case Reminders in HR Agent Workspace will not trigger unless the conditions for Scheduled Job "Show HR Reminder" are met - Support and Troubleshooting > Knowledge Base >On OOB instance: - Navigate to Workplace Experience > Administration > Landing Pages and set all the OOB landing pages to Active False. App Engine Studio creates a Workspace that is edited from the Workspace. Explore the Agent. Texts typed in Work notes or Comments gets disappeared first time when switching between browser tabs from Agent Workspace Steps to Reproduce 1. When there is no 'New' button (action-assignment) configured for the related-list table but by-default the 'New' button is showing in that related-list, therefore it is pointing to the 'New' button fromMany options like text color, insert/edit image, insert/edit video which are present in the rich text toolbar of platform UI are missing from the rich text toolbar of Agent workspace. Update Workspace Content Labels and Titles. If you are using " UI Builder for Agent Workspace for HR Case Management", it would directly take you yo the HR Agent Workspace to configure, if you are using UI Builder, then Search for "HR Agent Workspace" from the experiences, like below: 3. On platform UI when an Incident is set to On Hold - Awaiting Caller, the Additional Comments field becomes mandatory and the Post button is hidden. The CMDB Workspace plugin adds the following to Agent Workspace: CMDB list category and associated filtered lists. The new UI Builder-based workspace makes it more. On Agent workspace "My Lists" , the list saved with name "%" is not displayed and list actions on that list are also not displayed. Explore the Agent Workspace Home Tab. Agent Workspace can not preview excel, word , ppt files, it throws errors "The file type is currently not supported" - Support and Troubleshooting Knowledge Base Support and Troubleshooting (Knowledge Base)In Agent Workspace, When a record is opened from Reference field of related record, Compose/Activities Section is not visible. Special characters like underscores (_) are removed. This API is exposed to client scripts, also known as page scripts. Make it easy for agents to triage, act on, and resolve requests on the go. Playbooks provide step-by-step guidance for resolving processes and enable agents to easily manage the lifecycle of cases by guiding them through. ServiceNow This course demonstrates the Agent Workspace view and how a case can be created from Agent Workspace by agents. As the documentation notes: "When you open a record, Agent Customer Service Management Configurable Workspace. Track reported issues, service requests, and maintenance plans. Agent Workspace for CSM makes it easy for agents to efficiently manage multiple cases, accounts, customers, and consumers. Need to Hide Workspace Tab in the Unified Navigation in Next Experince - Support and. Hit enter to search. The client scripts needs to modified so that they work the same way in native UI. On Agent workspace "My Lists" , the list saved with name "%" is not displayed and list actions on that list are also not displayed. Chat from service portal using Virtual Agent. Communities Connect patients, consumers, and employees with their peers to find answers and solve problems. View Docs. There's no way to migrate existing Agent Workspaces to a Configurable Workspace due to the architecture being completely different – so now is the time to start considering making the. Navigate to your ServiceNow instance’s “Agent Workspace” application and create a new workspace record. this to track: the adoption and quality of the Virtual Agent, and the business impact on cost savings and customer satisfaction. Contextual Search in ITSM Virtual Agent Topics that leverage Contextual Search and Request Catalog Item topic blocks and are duplicated from the Global scope now work without any errors because. The most relevant topics (based on weighting and matching. Impact Drive a faster ROI and amplify your expertise with ServiceNow Impact. As a result, it helps equip organizations to:. You will also edit the columns in the List - Simple element to see the To Do Item, Importance, Due date, Project, and Progress. Create a consumer-grade experience for patients that lets them access care or make requests from anywhere. Hardware Asset Manager Workspace. . About this task. 4) Navigate to Agent Work Space >Agent Workspace Home. Skip to page content. For instructions on how to do this refer to the product documentationDemo CSM. Do more with HR Service Delivery. How search works: Punctuation and capital letters are ignored. Workforce Optimization.