What it is (plain English)
The tools that shape what users actually see and click: modern agent Workspaces that put everything on one screen, self-service portals, and UI Builder for crafting custom interfaces. Good experience design here is often the difference between a platform people adopt and one they avoid.
Problems it solves
- Clunky, form-heavy screens that slow agents and frustrate users.
- Inconsistent interfaces across products and teams.
- Self-service portals people won't use.
- Custom UI needs that default forms can't meet.
What must exist first
Platform Core Setup and the workflow being surfaced (e.g., CSM Case Management, Incident Management, or an App Engine app).
What the customer needs to provide
- Who uses which interface and their key tasks.
- Branding and usability standards.
- Any custom UI requirements beyond configurable workspaces.
- Willingness to adopt Next Experience/Workspace patterns rather than legacy UI.
Where it can go next
Configurable Workspaces power agent experiences across CSM/ITSM/HRSD; portals front self-service; UI Builder extends App Engine apps with custom experiences.