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Activate Customer Service Management

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Activate Customer Service Management

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

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 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.
Glide Conversation Server


Virtual Agent Service Portal Widgets


Customer Service Spoke


Provides actions for flow designers to use when creating Customer Service Management business processes.


  1. Navigate to System Definition > Plugins.

    A banner appears to notify you that you are in the All Applications page, which contains plugins and ServiceNow Store applications.

    To redirect to the legacy list view for plugins, click the link.
    Legacy list banner
  2. Find the plugin with the filter criteria and search bar.

    You can search for the plugin by its name or ID.

    If you cannot find a plugin, you may have to request it from ServiceNow personnel. To request a plugin, follow the steps in Request a plugin.
  3. Activate the plugin.

    You can activate the plugin directly from the All Applications page or view more details about the plugin before activating it.

    • If you are certain that you have the correct plugin, click Install, and then click Activate in the dialog box that appears.
      Plugin dialog box
    • To view plugin details before activation:
      1. Click the plugin name.
      2. On the form, click the Activate/Update related link.
      3. On the dialog box that appears, review the dependent plugins.

        If your plugin requires dependent plugins, they are activated automatically when you activate your plugin if they are not active already.

      4. If demo data is available and you want to install it, click Load demo data.

        Some plugins include demo data, which are sample records that illustrate plugin features for common use cases. Load demo data when you first activate the plugin on a development or test instance. You can always load demo data later by clicking Load demo data only on the 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.