Differences between Agent Workspace (Legacy) and new Configurable Workspaces

It is one of the most viewed questions in the Servicenow community. I tried to explain each term and finally provided the comprehensive Differences between Agent Workspace (Legacy) and new Configurable Workspaces.

What is Agent Workspace (Legacy) in Servicenow?

Agent Workspace (Legacy) in ServiceNow refers to the previous version of the Agent Workspace interface within the platform. Agent Workspace is a unified interface designed to empower agents with the tools and information to effectively respond to and manage customer inquiries, incidents, and requests.

The “Legacy” designation indicates an older version of Agent Workspace that may lack certain features or improvements introduced in newer versions. Over time, ServiceNow releases updates and enhancements to Agent Workspace to improve usability, functionality, and performance.

Some key features and capabilities of Agent Workspace (Legacy) may include:

  1. Unified Interface: A single interface where agents can access various tools, applications, and information to handle customer interactions and support tickets.
  2. Case Management: Ability to create, view, update, and resolve cases/incidents from a centralized dashboard.
  3. Integration: Integration with other ServiceNow modules and external systems to streamline processes and access relevant data.
  4. Collaboration Tools: Features for internal communication and collaboration among agents, such as chat, comments, and notes.
  5. Task Management: Ability to manage tasks, assign work, and track progress on different activities within the workspace.
  6. Knowledge Base Access: Access to a knowledge base for quick reference and resolution of common issues.

What are the new Configurable Workspaces in Servicenow?

As of my last update in January 2022, “Configurable Workspaces” in ServiceNow refers to a feature allowing organisations to tailor the Agent Workspace interface better to suit their specific needs and workflows. This feature enables administrators and developers to customize the Agent Workspace interface by configuring different components, layouts, and behaviours according to the requirements of their organization.

Some key aspects and benefits of Configurable Workspaces in ServiceNow include:

  1. Customization: Organizations can customize the Agent Workspace interface’s layout, appearance, and behaviour to align with their unique business processes and user preferences.
  2. Personalization: Agents can personalize their workspace by organizing components, widgets, and information based on their roles, responsibilities, and preferences.
  3. Flexibility: Configurable Workspaces allow users to adapt the interface as business needs evolve or change over time without requiring extensive development effort.
  4. Efficiency: By tailoring the workspace to the specific requirements of agents and teams, organizations can improve efficiency and productivity in handling customer inquiries, incidents, and requests.
  5. Enhanced User Experience: Customizing the workspace can lead to a more intuitive and user-friendly experience for agents, resulting in faster adoption and improved satisfaction.
  6. Integration: Configurable Workspaces can be integrated with other ServiceNow modules, applications, and external systems to provide seamless access to relevant data and tools.

What are the differences between Agent Workspace (Legacy) and new Configurable Workspaces?

Here’s a comparison between Agent Workspace (Legacy) and the new Configurable Workspaces in ServiceNow presented in a table format:

FeatureAgent Workspace (Legacy)New Configurable Workspaces
CustomizationLimited customization optionsExtensive customization capabilities
FlexibilityLess flexible, predefined layout and componentsHighly flexible, allows for tailoring to specific needs
PersonalizationLimited personalization options for agentsEnhanced personalization for agents
IntegrationIntegrates with various ServiceNow modulesIntegrates with other ServiceNow modules and external systems
Updates and EnhancementsRelies on ServiceNow updates for improvementsCan be updated independently with new features and enhancements
User ExperienceMay have a more dated or less optimized interfaceProvides a modern, user-friendly interface
Adoption and EfficiencyMay require adaptation to fit specific workflowsOptimized for efficiency and user adoption
Transition EffortTransition to new versions may require effortEasier transition with less disruption

This table outlines the key differences between the legacy Agent Workspace and the new Configurable Workspaces in ServiceNow, including customization, flexibility, integration, user experience, adoption, and transition effort. Compared to the legacy Agent Workspace, the new Configurable Workspaces offer more flexibility, personalization, and integration options, along with a modernized user interface.

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