Customer Service optional features There are several optional features available with the Customer Service Management application. These features require separate plugins. Targeted communicationsThe Targeted Communications application provides the ability to create and send articles and emails to internal and external customers. Knowledge product entitlementsThe Knowledge Product Entitlements application enables administrators to designate the knowledge bases and knowledge articles that customers can view from the customer portal. Knowledge contextual search Additional plugin that extends the Contextual Search feature by adding the ability to filter search results based on dynamic values. Anonymous chatConsumers can chat with a consumer service agent without logging in to the Consumer Service Portal.