Step-By-Step Getting Started
Have questions about workspace and don't know where to start? This quick start guide will answer some basic questions on workspace and link to more in-depth resources. See the Next Experience Center of Excellence article on Migrating to a Configurable Workspace for more information on best practices and migrating features.
Step 1: Define Process and Goals
Define the process you are wanting to move to a workspace. Is the process for ITSM users, or CSM users, or a custom application? What features are being used in the current user interfaces that will need to be used in workspace? Once the process has been defined, check out the product documentation to see if an out-of-the-box configurable workspace has been created for your process rather than creating one. Define the goals the workspace should meet and what agents/fulfillers are trying to achieve before any development work begins on the workspace.
Workspaces are geared towards Tier 1/2 personas, though really any process that does not have a high level of customization in the Core UI can be used in workspaces. For power users and users who still need access to Core UI while using workspaces, the Next Experience UI was created to bridge that gap, allowing users to switch back and forth between Core UI and workspaces without having to navigate multiple windows or tabs.
Step 2: Activate
After reviewing the product specific workspace product documentation and speaking to an account representative about any licensing costs activate the product specific configurable workspace via plugins or the store in a sub-production instance and follow your current development standards for configuring and promoting changes. If a custom workspace needs to be created via App Engine Studio, visit the Developer site course for Create an App from Scratch with App Engine Studio > Create Workspace User Experiences section.
Step 3: Configure
If using a product specific workspace, follow the product documentation set up steps for information on which plugins to install, whether the workspace has its own guided setup module, and more specific information on configuring headers, landing pages, etc. If creating a custom workspace, define what configurations need to be made. Some product specific workspace product documentation may have information on configuring common elements such as headers, and landing pages. Visit the Next Experience Center of Excellence Workspace Resource hub for more information.
During configuration make sure to meet the goals defined in Step 1. Setting up a workspace is an opportunity to re-imagine how agents/fulfillers can work and improve their experience rather than trying to aim for a lift-and-shift of the existing Core UI.
Step 4: Pilot Groups and Training
While configuring a workspace, use pilot groups to gain valuable feedback and insights on what agents need to get their job done efficiently. Since workspace and Core UI can be used at the same time, agents can work on both in parallel and provide information on whether the workspace is meeting their needs.
Offer training early in the process instead of at the end to get more end user feedback and address any questions that may have been overlooked when documenting requirements or during development. Switching user interfaces is not a small change, many users will have questions and will need more time with trainers and support.
Step 5: Visit the Academy
The Next Experience Academy covers topics such as Next Experience UI, UI Builder, Components, Workspaces, and more. There is a new session every third Wednesday of the month and is a great resource to learn about everything Next Experience.
Recordings of the previous and upcoming Next Experience Academy sessions can be found here.
