Customer Service Management Application Plugins

Customer Service Management (CSM) is a application built on SNOW platform which enable you to provide service and support for your external customers through communication channels such as web, email, chat, telephone, and social media. Create cases as needed and route cases to available customer service agents with the necessary skill sets.

Below are steps to activate the plugins

  1. Login as ServiceNow Admin
  2. Navigate to System Definition > Plugins
  3. Search for customer service under Name textbox
  4. Select Customer Service with id sn.com_customerservice
  5. Click Activate

Activating this plugin will also activate other related plugins as below.

Provides assessments, surveys, and ratings.
Asset Management
Manage assets, consumables, and software licenses.
Assignment Workbench
Enables users to assign tasks to individual agents based on configurable criteria, such as availability and matching skills.
Connect Support
Enables chat in a support queue.
Anonymous Connect Support
Enables consumers to chat with consumer service agents from the Consumer Service Portal without logging in.
Connect Support Routing
Enables the routing of Connect Support requests to the appropriate chat queue.
Customer Service Social Integration
Adds the necessary data schema changes for social integration scenarios.
An interface used to integrate external communication systems with the Now Platform. This plugin provides a UI frame that is accessible and available anywhere within ServiceNow application screens.

The Customer Service Management application uses a combination of Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers.
Process Flow Formatter
Displays a diagram of the process flow for a form.
Resource Matching Engine
Provides a tool for rule-based task-to-resource matching.
Skills Management
Implements user and user group skills; based on the same principle as roles management with the mechanism of inheritance between user groups and users.
Special Handling Notes
Activates the Special Handling Notes application, which enables users to quickly view brief messages about records. These notes can be displayed in an embedded list or related list on a record form or in a pop-up window.

This plugin is installed with the Customer Service Management and Field Service Management applications. To use special handling notes with other tables:

Configure the table and any related fields to use special handling notes.

Configure the form to show special handling notes.
State Flows
Customize transitions from one state to another in tables derived from the Task [task] table and configure the system to perform work during transitions to specific states.
Task Activities
Enables support for activities on task tables.
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