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Activate Customer Service

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Activate Customer Service

You can activate the Customer Service plugin (com.sn_customerservice) if you have the admin role. This plugin includes demo data and activates related plugins if they are not already active.

Before you begin

Role required: admin
Note: Activating the Customer Service Management application enables additional security. If you are activating Customer Service Management on a ServiceNow instance that is also used for other applications, such as IT Service Management, this additional security may impact existing users. Please see Mandatory roles for more information.

About this task

The Customer Service plugin activates these related plugins if they are not already active.
Table 1. Plugins for Customer Service
Plugin Description
Asset Management


Manage assets, consumables, and software licenses.
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.
Connect Support


Enables chat in a support queue.
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.


Provides assessments, surveys, and ratings.
Process Flow Formatter


Displays a diagram of the process flow for a form.
Many to Many Task Relations


Enables multiple task relationships.
Task Activities


Enables support for activities on task tables.
Resource Matching Engine


Provides a tool for rule-based task-to-resource matching.
Resolution Shaper


Adds a timeline which provides a visual view of state changes and comments added by the fulfiller and the requester for the task.


An interface to integrate external communication systems with ServiceNow. This plugin brings a UI frame that is accessible and available anywhere within ServiceNow screens.
Note: Two optional feature plugins are available with the Customer Service application: Performance Analytics-Content Pack-Customer Service (com.sn_customerservice_pa), which requires the premium edition of Performance Analytics, and CTI Softphone (com.snc.cti), which requires the Notify application. These plugins must be activated separately.


  1. Navigate to System Definition > Plugins.
  2. Right-click the plugin name on the list and select Activate/Upgrade.

    If the plugin depends on other plugins, these plugins are listed along with their activation status.

  3. (Optional) If available, select the Load demo data check box.

    Some plugins include demo data—sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. You can load demo data after the plugin is activated by repeating this process and selecting the check box.

  4. Click Activate.