Are you looking for small but impactful thing you can do to encourage your customer service agents to use the CSM Configurable Workspace?

One simple solution is to create a UI action that lets agents instantly switch any Case from the classic ServiceNow UI to the CSM Workspace. If this sounds helpful, go ahead and download the latest update set for here

OR create UI action yourself on the case table, set client to true and then add this function in the script section

function openCSMWorkspace() { // Get case sys id var sys_id = g_form.getUniqueValue(); // Get Case class var table = g_form.getTableName(); // Build URL var url = "/now/cwf/agent/record/" + table + "/" + sys_id; // Redirect to CSM configurable Workspace g_navigation.openPopup(url); }

this will introduce a custom UI action that provides a one-click transition to the CSM Workspace, improving agent productivity. this great way to improve agent experience and encourage greater adoption of the modern, efficient CSM Workspace.

Update set here - Give it a try.

https://developer.servicenow.com/connect.do#!/share/contents/3044252%5Fswitch%5Fto%5Fcsm%5Fworkspace%5Ffrom%5Fcase?t=PRODUCT%5FDETAILS