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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 automatically activated with Customer Service Management
Plugin	Description
Assessment [com.snc.assessment_core]	Enables you to evaluate, score, and rank items, and provide normalized or weighted results from any table in the system.
Asset Management [com.snc.asset_management]	Manage your assets, consumables, and software licenses.
Assignment Workbench [com.snc.assignment_workbench]	Customer service managers can use the workbench to evaluate agents based on configurable criteria, such as skills and availability, and then assign tasks to the desired agents.
Connect Support [com.glide.connect.support]	Builds on the Connect messaging platform and enables chat in a support queue. Agents can use chat to provide assistance to end users.
Connect Support Routing [com.glide.connect.support.routing]	Enables the routing of Connect Support requests to the appropriate chat queue.
Consumer Service Portal [com.glide.service-portal.consumer-portal]	This plugin enables the Consumer Service Portal, a web-based portal based on the Service Portal application that you can use to provide information and support to consumers. The Consumer Service Portal plugin activates these related plugins if they are not already active. Anonymous Connect Support (com.glide.connect.anonymous_support)
CSM Workspace [com.snc.agent_workspace.csm]	Enables Agent Workspace for Customer Service Management, a configurable service desk application that provides agents with an integrated and intuitive user experience.
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)
Customer Service Social Integration [com.sn_cs_social]	Adds the necessary data schema changes for social integration scenarios.
Customer Service Spoke [com.snc.customer_service.spoke]	Provides actions for flow designers to use when creating Customer Service Management business processes.
Explicit Roles [com.glide.explicit_roles]	Adds the snc_external and snc_internal roles. For more information, see Explicit roles in CSM.
Glide Conversation Server [com.glide.cs]	Enables the Virtual Agent web clients, Connect Support, conversation branding settings, and Live Agent conversation settings.
Openframe [com.sn_openframe]	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 [com.snc.process_flow_formatter]	Provides a graphical summary of the stages in a process. The formatter is typically shown at the top of forms that are part of a process.
Resource Matching Engine [com.snc.matching_rule]	Provides a tool for rule-based, task-to-resource matching.
Skills Management [com.snc.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 [com.sn_shn]	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 [com.snc.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.
Subscriptions and Activity Feed Framework [com.snc.activity_subscriptions]	Provides a generic set of artifacts to handle subscriptions for any defined subscribable object. Any entity can be defined as a subscribable object and a set of subscribers can subscribe to the objects. When an event occurs related to the subscribable object, activities can be tracked and subscribers can be notified.
Task Activities [com.snc.task_activity]	Enables support for activities on task tables.
Virtual Agent Service Portal Widgets [com.glide.va.sp_widgets]	Activates the Service Portal as a Virtual Agent web client.

Procedure

Navigate to System Applications > All Available Applications > All.
Find the plugin using 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.
Click Install, and then in the Activate Plugin dialog box, click Activate.

Note: When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise they will receive the following error: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.

What to do next

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

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Release version

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 automatically activated with Customer Service Management
Plugin	Description
Assessment [com.snc.assessment_core]	Enables you to evaluate, score, and rank items, and provide normalized or weighted results from any table in the system.
Asset Management [com.snc.asset_management]	Manage your assets, consumables, and software licenses.
Assignment Workbench [com.snc.assignment_workbench]	Customer service managers can use the workbench to evaluate agents based on configurable criteria, such as skills and availability, and then assign tasks to the desired agents.
Connect Support [com.glide.connect.support]	Builds on the Connect messaging platform and enables chat in a support queue. Agents can use chat to provide assistance to end users.
Connect Support Routing [com.glide.connect.support.routing]	Enables the routing of Connect Support requests to the appropriate chat queue.
Consumer Service Portal [com.glide.service-portal.consumer-portal]	This plugin enables the Consumer Service Portal, a web-based portal based on the Service Portal application that you can use to provide information and support to consumers. The Consumer Service Portal plugin activates these related plugins if they are not already active. Anonymous Connect Support (com.glide.connect.anonymous_support)
CSM Workspace [com.snc.agent_workspace.csm]	Enables Agent Workspace for Customer Service Management, a configurable service desk application that provides agents with an integrated and intuitive user experience.
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)
Customer Service Social Integration [com.sn_cs_social]	Adds the necessary data schema changes for social integration scenarios.
Customer Service Spoke [com.snc.customer_service.spoke]	Provides actions for flow designers to use when creating Customer Service Management business processes.
Explicit Roles [com.glide.explicit_roles]	Adds the snc_external and snc_internal roles. For more information, see Explicit roles in CSM.
Glide Conversation Server [com.glide.cs]	Enables the Virtual Agent web clients, Connect Support, conversation branding settings, and Live Agent conversation settings.
Openframe [com.sn_openframe]	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 [com.snc.process_flow_formatter]	Provides a graphical summary of the stages in a process. The formatter is typically shown at the top of forms that are part of a process.
Resource Matching Engine [com.snc.matching_rule]	Provides a tool for rule-based, task-to-resource matching.
Skills Management [com.snc.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 [com.sn_shn]	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 [com.snc.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.
Subscriptions and Activity Feed Framework [com.snc.activity_subscriptions]	Provides a generic set of artifacts to handle subscriptions for any defined subscribable object. Any entity can be defined as a subscribable object and a set of subscribers can subscribe to the objects. When an event occurs related to the subscribable object, activities can be tracked and subscribers can be notified.
Task Activities [com.snc.task_activity]	Enables support for activities on task tables.
Virtual Agent Service Portal Widgets [com.glide.va.sp_widgets]	Activates the Service Portal as a Virtual Agent web client.

Procedure

Navigate to System Applications > All Available Applications > All.
Find the plugin using 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.
Click Install, and then in the Activate Plugin dialog box, click Activate.

Note: When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise they will receive the following error: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.

What to do next

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

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