Additional plugins for Customer Service Management

After Customer Service Management is activated, you can activate additional plugins that provide demo data and enable a variety of features.

You must have the admin role to activate these additional plugins. For details, see Activate a plugin .

Plugin Description
Customer Service Management Demo Data

[com.snc.customerservice.demo]

This plugin provides demo data for the Customer Service Management application.
Customer Service Management for Orders

(com.snc.csm.order)

This plugin extends Customer Service Management to support order-related issues by integrating with order management systems to create and resolve customer requests.
Consumer Service Portal

[com.glide.service-portal.consumer-portal]

This plugin enables the Consumer Service Portal.
The Consumer Service Portal plugin activates these related plugins if they are not already active.
  • Anonymous Connect Support (com.glide.connect.anonymous_support)
Customer Service Portal

[com.glide.service-portal.customer-portal]

This plugin enables the Customer Service Portal, a version of the web portal based on the Service Portal application.
The Customer Service Portal plugin activates these related plugins if they are not already active.
  • Service Portal Social QA (com.glide.service-portal.sqanda)
CTI Softphone

(com.snc.cti)

This plugin enables Twilio integration using the Notify application and OpenFrame to provide softphone functions and call center capabilities, including making, receiving, and transferring phone calls.
The CTI Softphone plugin activates these related plugins if they are not already active.
  • Resource Matching Engine (com.snc.matching_rule): Provides a tool for rule-based task-to-resource matching.
  • Notify (com.snc.notify): Provides platform features for workflow-driven voice calls, conference calls, and SMS messages.
  • Notify - Twilio Driver (com.snc.notify.twilio): Provides Notify support for the Twilio product; requires a separate contract with Twilio for SMS/Voice capabilities.
  • Openframe (com.sn_openframe): Provides an interface that can be used to integrate external communication systems with the Now Platform.
Customer Service CTI Demo Data

(com.snc.customerservice_cti_demo)

This plugin provides demo data for the CTI Softphone application.
Customer Service with Field Service Management

(com.snc.csm_fsm_integration)

This plugin provides an integration between the Customer Service Management and Field Service Management applications. Customers and consumers can view case-related work orders from the Customer Service and Consumer Service Portals. In the Field Service Management application, users can view account and contact information on work orders and work order tasks.
Connect Support

(com.glide.connect.support)

This plugin provides the chat feature in a customer support queue.
Anonymous Connect Support

(com.glide.connect_anonymous_support)

Plugin to enable access and properties for Anonymous Connect Support.
Connect Support Routing

com.glide.connect.support.routing)

Plugin to enable processor for routing Connect Support requests to the appropriate chat queue.
Case Assignment Workbench Demo

(com.snc.case_assignment_workbench_demo)

Demo data for the intelligent agent recommendation through dynamic matching rules/criteria.
Incident Assignment Workbench Demo

(com.snc.incident_assignment_workbench_demo)

Intelligent agent recommendation through dynamic matching rules/criteria.
Knowledge Product Entitlements

(com.snc.kb_product_entitlements)

This plugin enables customer service administrators to restrict customer access to designated knowledge bases and knowledge articles on the customer self-service portal.

This plugin adds the Knowledge Product Entitlements menu to the application navigator.

Performance Analytics - Content Pack - Customer Service

(com.sn_customerservice_pa)

This plugin provides Performance Analytics content for the Customer Service Management application.
Note: You can activate Performance Analytics content packs on instances that do not have Performance Analytics to evaluate the functionality. However, to collect scores for content pack indicators you must license Performance Analytics.
Performance Analytics - Content Pack - Customer Service (New)

(com.snc.pa.customer_service)

This plugin provides Performance Analytics knowledge performance indicators (KPIs) for the Customer Service Management application.
Note: You can activate Performance Analytics content packs on instances that do not have Performance Analytics premium to evaluate the functionality. However, to collect scores for content pack indicators you must license Performance Analytics premium.
Performance Analytics - Context Sensitive Analytics for Customer Service

(com.snc.pa.cs.context_sensitive_analytics)

This plugin provides the ability to open context sensitive dashboards in customer service forms based on UI actions.
Note: You can activate Performance Analytics content packs on instances that do not have Performance Analytics to evaluate the functionality. However, to collect scores for content pack indicators you must license Performance Analytics.
Self Service Password Reset

(com.snc.password_reset)

This plugin allows locally authenticated users to request a temporary password if they forget their current one. Customer contacts can request a new password from the customer self-service portal.

The Self Service Password Reset plugin activates the Password Reset plugin (com.glideapp.password_reset) if it is not already active.

Targeted Communications

(com.sn_publications)

This plugin activates the Targeted Communications application, which provides a tool for publishing and distributing content and articles to both internal and external customers.

This plugin adds the Targeted Communications menu to the application navigator and the Publications link to the customer portal header.

Targeted Communications Demo Data

(com.snc.publications_demo)

This plugin provides demo data for the Targeted Communications application.