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Activate Customer Service Management

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Activate Customer Service Management

You can activate the Customer Service Management 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 used for other applications, such as IT Service Management, this additional security may impact existing users. Please see Explicit roles for more information.

About this task

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


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 ServiceNow 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.


  1. Navigate to System Definition > Plugins.
  2. Find and click the plugin name.
  3. On the System Plugin form, review the plugin details and then click the Activate/Upgrade related link.

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

    If the plugin has optional features that are not functional because other plugins are inactive, those plugins are listed. A warning states that some files are not installed. If you want the optional features to be installed, cancel this activation, activate the necessary plugins, and then return to activating the plugin.

  4. (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 also load demo data after the plugin is activated by clicking the Load Demo Data Only related link on the System Plugin form.

  5. Click Activate.

What to do next

You can activate a number of related plugins after activating the Customer Service Management plugin (com.sn_customerservice). For details, see Additional plugins for Customer Service Management.