- Agent Assist:
Agent assist is available on the Interaction form in CSM Agent Workspace. Users with the customer service agent role (sn_customerservice_agent) can use Agent Assist to search for information from an interaction. By default, the available search sources include Knowledge articles, Service Catalog, and ServiceNow Community blogs and posts.
- Using Lookup and Verify in CSM workspaces:
Agents can use the lookup and verify feature in CSM workspaces.
CSM Configurable Workspace: agents search for contact or consumer information using the contextual side panel.
CSM Agent Workspace: agents search for contact or consumer information using the Verify Contact or Verify Consumer pop-up windows on the interaction form.
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