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Configuring Workspace Lists and the Record Page

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In this lesson, you will learn:

  • What agents can change for themselves
  • What admins configure for everyone
  • How to add columns to a workspace list
  • How to change the workspace form layout

🔁 Quick look back: Last time: Working an Incident in Service Operations Workspace. You learned how an agent works an incident from New to Resolved in Service Operations Workspace.

1 “I can’t see the location!”

After a week of testing, Abel has a wish list.

  • “The queue should show the caller’s location.”
  • “And the service offering.”
  • “And please move Caller to the top of the page.”

🎯 The problem: If agents can’t see key facts in the list, they open every ticket just to check them.

👉 The fix: add the columns everyone needs to the workspace lists, and tidy the record page.

2 Personal or for everyone?

Change Who How
Hide or add a column just for me Any agent The list’s column settings, in the workspace
Add a column for all agents Admin Workspace list configuration
Move fields on the record page Admin The workspace form view, with Form Layout

📝 Note: You configure. You don’t build new pages. Building new workspace pages is developer work, in UI Builder.

3 Lists for everyone

The Unassigned incidents list in Service Operations Workspace with new columns. Columns: Number, Short description, Caller, Location (new), Service offering (new), Priority and Updated. Rows: INC0010101, VPN keeps disconnecting, Sam Lee, SNWR Mumbai HQ, SNWR Network - VPN, 4 - Low. INC0010150, Email down, many callers, SNWR Mumbai HQ, SNWR Email - Standard, 1 - Critical. Notes: 1 Location shows which office is affected. 2 Service offering shows which service is hit.
Figure 1. Two new columns save Abel a click on every ticket.

Workspace lists are set up by admins in the workspace list configuration. Find the list (for example “Unassigned incidents”), then add the columns.

💡 Good to know: Keep lists to 6 or 7 columns. More columns make the list hard to scan.

4 The record page

The workspace shows the incident form using its own form view. Change that view with Form Layout, just like a normal form.

💡 Good to know: Need a refresher? See Fundamentals › Form Configuration › Form Layout.

⚠️ Heads up: Change the workspace view, not the Default view. Otherwise you also change the classic form for admins.

5 Let’s try it: add a column and move a field

  1. In Service Operations Workspace, open an incident list. Use the list’s column settings to add Location just for you.
  2. As admin, find the workspace list configuration for incident lists (search “list” under Workspace Experience in the All menu).
  3. Add Service offering to the list for everyone.
  4. Open an incident in the classic UI, switch to the workspace form view, and use Form Layout to move Caller to the top.
  5. Refresh the workspace and check both changes.

6 Quick recap

  • Agents can change columns for themselves
  • Admins configure lists for everyone
  • The record page uses its own workspace form view
  • Keep lists short: 6 or 7 columns
  • Configuration only. Building new pages is developer work

7 Check yourself

Think of your answer first. Then tap to check.

1 Abel wants a column just for himself. Who changes it? Show answer

Abel, from the list’s column settings.

2 Where do you add a column for all agents? Show answer

In the workspace list configuration, as an admin.

3 Which form view do you change for the workspace record page? Show answer

The workspace form view, not the Default view.

4 Is building a new workspace page part of this lesson? Show answer

No. That’s developer work in UI Builder.

Nice work! Agents now see what they need at a glance. 🎉
Next up: Contextual Search and Agent Assist

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