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Additional plugins for Customer Service Management

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

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


Plugin	Description
Agent Schedule [com.snc.agent_schedule]	Enables customer service agents and field service technicians to see work schedules and assignments and also add personal events such as meetings or appointments.
Anonymous Connect Support [com.glide.connect_anonymous_support]	Enables consumers to chat with consumer service agents from the Consumer Service Portal without logging in.
Case Assignment Workbench Demo [com.snc.case_assignment_workbench_demo]	Provides demo data, such as sample cases and users, so that the Assignment Workbench product features can be demonstrated on a non-production instance.
Case Digests [com.sn_csm_case_digest]	Enables users to send case status updates and root cause analysis to customers and key internal stakeholders.
CSM Account Hierarchy [com.snc.sn_csm_account_hierarchy]	Helps customer service agents navigate the account hierarchy and open specific accounts to view details.
CSM Extension for Proxy Contacts [com.snc.csm_proxy_contacts]	Enables users who are internal to an organization to be the proxy case contact on behalf of customers.
CTI Softphone [com.snc.cti]	This plugin is a demo application that enables Twilio integration using the Notify application and OpenFrame to provide soft phone functions and call center capabilities. The application includes the capabilities to make, receive, transfer, hold, and mute calls. The Customer Service Management and Incident Management applications provide Computer Telephony Integration (CTI) demo workflows. Activate the respective applications to run the workflows. 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 Communities [com.sn_customer_communities]	Enables users to connect, engage, and collaborate with employees, customers, partners, and prospects. Available to customers who are licensed for Customer Service Management.
Customer Service Case Action Status [com.snc.csm_action_status]	Provides a Customer Service-specific application of the Action Status Automation feature. Use this plugin to display and track blocking tasks for customer service cases.
Customer Service CTI Demo Data [com.snc.customerservice_cti_demo]	Provides demo data for the CTI Softphone application.
Customer Service Document Template [com.sn_csm_doc_template]	Enables you to configure the fields from a table record that are included in an output document.
Customer Service Install Base Management [com.snc.install_base]	Enables customers to capture the current state of a customer's install base and establish the relationship to any downstream entities that might impact their functioning.
Customer Service Management Demo Data [com.snc.customerservice.demo]	Provides demo data for the Customer Service Management application.
Customer Service Management for Orders [com.snc.csm.order]	Extends Customer Service Management to support order-related issues by integrating with order management systems to create and resolve customer requests.
Customer Service Mobile [com.sn_csm_mobile]	Enables the mobile user interface for Customer Service Management.
Customer Service Virtual Agent Conversations [com.sn_csm.virtualagent]	Provides predefined Customer Service Virtual Agent topics (chatbot conversations) designed to help your customers complete common self-service tasks.
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.
Customer Service with Request Management [com.sn_cs_sm_request]	Provides an integration between Customer Service Management and the Request Management application. Enables users to create request records from a Customer Service case.
Customer Service with Service Management [com.sn_cs_sm)]	Provides an integration between Customer Service Management and the Incident, Problem and Change Management applications. Enables users to create incident, problem, and change records from a Customer Service case.
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.
Major Issue Management [com.sn_majorissue_mgt]	A set of capabilities used to manage customer-facing communications and resolution processes for common issues.
Performance Analytics - Content Pack - Customer Service [com.snc.pa.customer_service]	Performance Analytics content pack that includes Customer Service base system KPIs. Note: Customer Service Performance Analytics solutions are an optional feature available for the Customer Service Management application. To use these solutions, you must have a subscription to Performance Analytics. Then you can enable the Performance Analytics Premium for Customer Service and the Customer Service Performance Analytics solutions on the instances where you wish to leverage the enhanced functionality.
Performance Analytics - Content Pack - Customer Service Management - Advanced [com.snc.pa.customer_service_advanced]	Updates the Customer Service dashboard and incorporates indicators for the following plugins: Major Issue Management Customer Service Case Action Status Customer Service with Request Management Customer Service with Service Management Agent Chat Advanced Work Assignment for CSM Performance Analytics - Content Pack - Advanced Work Assignment. Activate these plugins to view the related indicators. Without these plugins, indicators may not display correctly. Note: Customer Service Performance Analytics solutions are an optional feature available for the Customer Service Management application. To use these solutions, you must have a subscription to Performance Analytics. Then you can enable the Performance Analytics Premium for Customer Service and the Customer Service Performance Analytics solutions on the instances where you wish to leverage the enhanced functionality.
Performance Analytics - Content Pack - Financial Management for Customer Service [com.snc.pa.fm.csm]	Enables Performance Analytics dashboards for Financial Management associated with Customer Service Management.
Performance Analytics - Context Sensitive Analytics for Customer Service [com.snc.pa.cs.context_sensitive_analytics]	This plugin you to open context-sensitive dashboards in customer service forms based on UI actions. Note: Customer Service Performance Analytics solutions are an optional feature available for the Customer Service Management application. To use these solutions, you must have a subscription to Performance Analytics. Then you can enable the Performance Analytics Premium for Customer Service and the Customer Service Performance Analytics solutions on the instances where you wish to leverage the enhanced functionality.
Performance Analytics Premium for Customer Service [com.snc.pa.premium.cs]	Installing this plugin removes the limitations of the out-of-box Performance Analytics. Note: Customer Service Performance Analytics solutions are an optional feature available for the Customer Service Management application. To use these solutions, you must have a subscription to Performance Analytics. Then you can enable the Performance Analytics Premium for Customer Service and the Customer Service Performance Analytics solutions on the instances where you wish to leverage the enhanced functionality.
Proactive Customer Service Operations [com.snc.proactive_cs_ops]	Enables customers to create cases proactively from alerts either manually or through automation and track the accounts and the corresponding install base items affected by the alert.
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.
Special Handling Notes Demo Data [com.snc.shn_demo]	Provides demo data for the Special Handling Notes application.
Targeted Communications [com.sn_publications]	Provides a tool for publishing and distributing content and articles to both internal and external customers.
Targeted Communications Demo Data [com.snc.publications_demo]	Provides demo data for the Targeted Communications application.
Time Recording for Customer Service [com.snc.csm_time_recording]	Extends the functionality of the Time Card Management and Cost Management applications to Customer Service Management.

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Additional plugins for Customer Service Management

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

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


Plugin	Description
Agent Schedule [com.snc.agent_schedule]	Enables customer service agents and field service technicians to see work schedules and assignments and also add personal events such as meetings or appointments.
Anonymous Connect Support [com.glide.connect_anonymous_support]	Enables consumers to chat with consumer service agents from the Consumer Service Portal without logging in.
Case Assignment Workbench Demo [com.snc.case_assignment_workbench_demo]	Provides demo data, such as sample cases and users, so that the Assignment Workbench product features can be demonstrated on a non-production instance.
Case Digests [com.sn_csm_case_digest]	Enables users to send case status updates and root cause analysis to customers and key internal stakeholders.
CSM Account Hierarchy [com.snc.sn_csm_account_hierarchy]	Helps customer service agents navigate the account hierarchy and open specific accounts to view details.
CSM Extension for Proxy Contacts [com.snc.csm_proxy_contacts]	Enables users who are internal to an organization to be the proxy case contact on behalf of customers.
CTI Softphone [com.snc.cti]	This plugin is a demo application that enables Twilio integration using the Notify application and OpenFrame to provide soft phone functions and call center capabilities. The application includes the capabilities to make, receive, transfer, hold, and mute calls. The Customer Service Management and Incident Management applications provide Computer Telephony Integration (CTI) demo workflows. Activate the respective applications to run the workflows. 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 Communities [com.sn_customer_communities]	Enables users to connect, engage, and collaborate with employees, customers, partners, and prospects. Available to customers who are licensed for Customer Service Management.
Customer Service Case Action Status [com.snc.csm_action_status]	Provides a Customer Service-specific application of the Action Status Automation feature. Use this plugin to display and track blocking tasks for customer service cases.
Customer Service CTI Demo Data [com.snc.customerservice_cti_demo]	Provides demo data for the CTI Softphone application.
Customer Service Document Template [com.sn_csm_doc_template]	Enables you to configure the fields from a table record that are included in an output document.
Customer Service Install Base Management [com.snc.install_base]	Enables customers to capture the current state of a customer's install base and establish the relationship to any downstream entities that might impact their functioning.
Customer Service Management Demo Data [com.snc.customerservice.demo]	Provides demo data for the Customer Service Management application.
Customer Service Management for Orders [com.snc.csm.order]	Extends Customer Service Management to support order-related issues by integrating with order management systems to create and resolve customer requests.
Customer Service Mobile [com.sn_csm_mobile]	Enables the mobile user interface for Customer Service Management.
Customer Service Virtual Agent Conversations [com.sn_csm.virtualagent]	Provides predefined Customer Service Virtual Agent topics (chatbot conversations) designed to help your customers complete common self-service tasks.
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.
Customer Service with Request Management [com.sn_cs_sm_request]	Provides an integration between Customer Service Management and the Request Management application. Enables users to create request records from a Customer Service case.
Customer Service with Service Management [com.sn_cs_sm)]	Provides an integration between Customer Service Management and the Incident, Problem and Change Management applications. Enables users to create incident, problem, and change records from a Customer Service case.
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.
Major Issue Management [com.sn_majorissue_mgt]	A set of capabilities used to manage customer-facing communications and resolution processes for common issues.
Performance Analytics - Content Pack - Customer Service [com.snc.pa.customer_service]	Performance Analytics content pack that includes Customer Service base system KPIs. Note: Customer Service Performance Analytics solutions are an optional feature available for the Customer Service Management application. To use these solutions, you must have a subscription to Performance Analytics. Then you can enable the Performance Analytics Premium for Customer Service and the Customer Service Performance Analytics solutions on the instances where you wish to leverage the enhanced functionality.
Performance Analytics - Content Pack - Customer Service Management - Advanced [com.snc.pa.customer_service_advanced]	Updates the Customer Service dashboard and incorporates indicators for the following plugins: Major Issue Management Customer Service Case Action Status Customer Service with Request Management Customer Service with Service Management Agent Chat Advanced Work Assignment for CSM Performance Analytics - Content Pack - Advanced Work Assignment. Activate these plugins to view the related indicators. Without these plugins, indicators may not display correctly. Note: Customer Service Performance Analytics solutions are an optional feature available for the Customer Service Management application. To use these solutions, you must have a subscription to Performance Analytics. Then you can enable the Performance Analytics Premium for Customer Service and the Customer Service Performance Analytics solutions on the instances where you wish to leverage the enhanced functionality.
Performance Analytics - Content Pack - Financial Management for Customer Service [com.snc.pa.fm.csm]	Enables Performance Analytics dashboards for Financial Management associated with Customer Service Management.
Performance Analytics - Context Sensitive Analytics for Customer Service [com.snc.pa.cs.context_sensitive_analytics]	This plugin you to open context-sensitive dashboards in customer service forms based on UI actions. Note: Customer Service Performance Analytics solutions are an optional feature available for the Customer Service Management application. To use these solutions, you must have a subscription to Performance Analytics. Then you can enable the Performance Analytics Premium for Customer Service and the Customer Service Performance Analytics solutions on the instances where you wish to leverage the enhanced functionality.
Performance Analytics Premium for Customer Service [com.snc.pa.premium.cs]	Installing this plugin removes the limitations of the out-of-box Performance Analytics. Note: Customer Service Performance Analytics solutions are an optional feature available for the Customer Service Management application. To use these solutions, you must have a subscription to Performance Analytics. Then you can enable the Performance Analytics Premium for Customer Service and the Customer Service Performance Analytics solutions on the instances where you wish to leverage the enhanced functionality.
Proactive Customer Service Operations [com.snc.proactive_cs_ops]	Enables customers to create cases proactively from alerts either manually or through automation and track the accounts and the corresponding install base items affected by the alert.
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.
Special Handling Notes Demo Data [com.snc.shn_demo]	Provides demo data for the Special Handling Notes application.
Targeted Communications [com.sn_publications]	Provides a tool for publishing and distributing content and articles to both internal and external customers.
Targeted Communications Demo Data [com.snc.publications_demo]	Provides demo data for the Targeted Communications application.
Time Recording for Customer Service [com.snc.csm_time_recording]	Extends the functionality of the Time Card Management and Cost Management applications to Customer Service Management.

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