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Service Management integration

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Service Management integration

Customer Service Management provides an integration with the Request, Incident, Problem, and Change Management applications. This integration enables users to create request, incident, problem, and change records from a customer service case.

To configure the integration with Service Management:
  • Activate the plugins:
    • Customer Service with Service Management
    • Customer Service with Request Management
  • Assign required roles to the customer service agents and managers who will be creating the request, incident, problem, and change records from customer service cases. For more information, see CSM/ITSM integration roles.
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