{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":7119,"path":"customer-service-management/r_CustServMgmtAddtlPluginsTable.md","title":"Additional plugins for Customer Service Management","bundle":null,"doc_type":null,"release":"australia","body":"\n# Additional plugins for Customer Service Management\n\nAfter Customer Service Management is activated, you can activate additional plugins that provide demo data and enable various features.\n\nYou must have the admin role to activate these additional plugins. For details, see [Activate a plugin](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/t_ActivateAPlugin.md).\n\n\n
\n\nPlugin\n\n\n\nDescription\n\n
\n\nAgent Schedule\\[com.snc.agent\\_schedule\\]\n\n\n\nEnables customer service agents and field service technicians to see work schedules and assignments and also add personal events such as meetings or appointments.\n\n
\n\nCase Assignment Workbench Demo\\[com.snc.case\\_assignment\\_workbench\\_demo\\]\n\n\n\nProvides demo data, such as sample cases and users, so that the Assignment Workbench product features can be demonstrated on a non-production instance.\n\n
\n\nCase Digests\\[com.sn\\_csm\\_case\\_digest\\]\n\n\n\nEnable you to send case status updates and root cause analysis to customers and key internal stakeholders.\n\n
\n\nConsumer Service Portal\\[com.glide.service-portal.consumer-portal\\]\n\n\n\nThis 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.\n\n
\n\nCSM Configurable Workspace\\[sn\\_csm\\_wrkspc\\]\n\n\n\nEnables CSM Configurable Workspace, the UI Builder version of the configurable service desk application, that provides agents with an integrated and intuitive user experience.\n\n
\n\nCustomer data models for B2B2C \\[com.sn\\_csm\\_b2b\\_consumers\\]\n\n\n\nEnables business-to-business \\(B2B\\) consumers to raise a case and track the services they’re subscribed to. In a B2B model, consumers represent individuals who can be customers or employees of your customer.**Note:** You must activate the Customer Service Install Base Management \\[com.snc.install\\_base\\] plugin before installing Customer data models for business-to-business-to-consumer \\(B2B2C\\) \\[com.sn\\_csm\\_b2b\\_consumers\\] plugin.\n\n
\n\nCSM Contributor User\\[com.snc.csm\\_contributor\\_user\\]\n\n\n\nEnable contributors to report and collaborate on cases created for customers, service organizations, or themselves.**Note:** This plugin is moved to the App Store beginning with Australia release.\n\n
\n\nCSM Data Classification\\[sn\\_csm\\_dataprivacy\\]\n\n\n\nPackage the CSM Data Privacy templates in a new store application called CSM Data Classification. The CSM Data Classification plugin depends on the base Customer Service \\[com.sn\\_customerservice\\] plugin and Data Privacy \\(com.glide.data\\_privacy\\) platform plugin.\n\n
\n\nCSM Extension for Proxy Contacts\\[com.snc.csm\\_proxy\\_contacts\\]\n\n\n\nEnable users who are internal to an organization to be the proxy case contact on behalf of customers.\n\n
\n\nCTI Softphone\\[com.snc.cti\\]\n\n\n\nThis 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.If the related plugins aren’t already active, the CTI Softphone plugin activates them:\n\n- Resource Matching Engine \\(com.snc.matching\\_rule\\): Provides a tool for rule-based task-to-resource matching.\n- Notify \\(com.snc.notify\\): Provides platform features for workflow-driven voice calls, conference calls, and SMS messages.\n- Notify-Twilio Driver \\(com.snc.notify.twilio\\): Provides Notify support for the Twilio product. Requires a separate contract with Twilio for SMS/Voice capabilities.\n- OpenFrame \\(com.sn\\_openframe\\): Provides an interface that can be used to integrate external communication systems with the ServiceNow AI Platform.\n\n
\n\nCustomer Central\\[com.sn\\_csm\\_customer\\_central\\]\n\n\n\nEnables customer service agents to access all customer information and activity in a single, centralized view on Agent Workspace.\n\n
\n\nCustomer Communities\\[com.sn\\_customer\\_communities\\]\n\n\n\nEnable you to connect, engage, and collaborate with employees, customers, partners, and prospects. Available to customers who are licensed for Customer Service Management.\n\n
\n\nCustomer Project Management\\[com.snc.csm\\_ppm\\]\n\n\n\nProvides the ability to create and manage projects for a customer account and gives end users visibility into their projects via the portal. This plugin requires the Customer Service plugin and the PPM Standard plugin.\n\n
\n\nCustomer Service Case Action Status\\[com.snc.csm\\_action\\_status\\]\n\n\n\nProvides a Customer Service-specific application of the Action Status Automation feature. Use this plugin to display and track blocking tasks for customer service cases.\n\n
\n\nCustomer Service Case Types\\[com.snc.csm\\_case\\_types\\]\n\n\n\nEnables customers to manage complex case processes by defining new case types. A case type represents an individual business process and is a collection of diverse inputs and tasks that an agent performs to resolve customer requests.\n\n
\n\nCustomer Service CTI Demo Data\\[com.snc.customerservice\\_cti\\_demo\\]\n\n\n\nProvides demo data for the CTI Softphone application.**Note:** Starting with the Yokohama release, Customer Service CTI Demo Data is being prepared for future deprecation. It’s hidden and no longer activated on new instances but it continues to be supported. ServiceNow Voice with Amazon Connect provides the latest experience for this functionality.\n\nFor details, see the [Deprecation Process \\[KB0867184\\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867184) article in the Now Support Knowledge Base.\n\n
\n\nCustomer Service Document Template\\[com.sn\\_csm\\_doc\\_template\\]\n\n\n\nEnables you to configure the fields from a table record that are included in an output document.\n\n
\n\nCustomer Household Data Model\\[com.snc.household\\]\n\n\n\nEnables managing customer service for consumers belonging to the same household. Provides the ability to define the members of a household and relationships between them.\n\n
\n\nCustomer Service Install Base Management \\[com.snc.install\\_base\\]\n\n\n\nEnables 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.\n\n
\n\nCustomer Service Management Demo Data\\[com.snc.customerservice.demo\\]\n\n\n\nProvides demo data for the Customer Service Management application.\n\n
\n\nCustomer Service Mobile\\[com.sn\\_csm\\_mobile\\]\n\n\n\nEnables the mobile user interface for Customer Service Management.\n\n
\n\nCustomer Service NLU Model for Virtual Agent Conversations\\[com.sn\\_csm.nlu\\]\n\n\n\nThis plugin contains Natural Language Understanding \\(NLU\\) models used in the VA topics for Customer Service related use cases.\n\n
\n\nCustomer Service Virtual Agent Conversations\\[com.sn\\_csm.virtualagent\\]\n\n\n\nThis plugin contains prebuilt template conversation topics for CSM-related use cases. They’re intended to be copied and configured.\n\n
\n\nCustomer Service with Field Service Management\\[com.snc.csm\\_fsm\\_integration\\]\n\n\n\nThis 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, you can view account and contact information on work orders and work order tasks.\n\n
\n\nCustomer Service with Request Management\\[com.sn\\_cs\\_sm\\_request\\]\n\n\n\nProvides an integration between Customer Service Management and the Request Management application. Enable you to create request records from a Customer Service case.\n\n
\n\nCustomer Service with Service Management\\[com.sn\\_cs\\_sm\\]\n\n\n\nProvides an integration between Customer Service Management and the Incident, Problem, and Change Management applications. Enable you to create incident, problem, and change records from a Customer Service case.\n\n
\n\nCustomer Service with Service Portfolio Management\\[sn\\_csm\\_spm\\]\n\n\n\nProvides an integration between the Customer Service Management and the Service Portfolio Management \\(SPM\\) application. This integration gives customer service managers, customer service agents, and service owners visibility into sold products and their service offerings.\n\n
\n\nIncident Assignment Workbench Demo\\(com.snc.incident\\_assignment\\_workbench\\_demo\\)\n\n\n\nIntelligent agent recommendation through dynamic matching rules/criteria.\n\n
\n\nGuided Decisions\\[com.snc.guided\\_decisions\\]\n\n\n\nEnables the framework and execution engine for creating guided decisions.\n\n
\n\nGuided Decisions - Guidance\\[com.snc.guided\\_decisions\\_guidance\\]\n\n\n\nEnables the framework for creating guidance for guided decisions.\n\n
\n\nGuided Decisions for Playbook in Workspace\\[com.snc.guided\\_decisions\\_playbook\\_experience\\]\n\n\n\nEnables activity types, definitions, and UI components for the display of guided decisions in a playbook on Workspace.\n\n
\n\nKnowledge Product Entitlements\\[com.snc.kb\\_product\\_entitlements\\]\n\n\n\nThis 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.\n\n
\n\nMajor Issue Management\\[com.sn\\_majorissue\\_mgt\\]\n\n\n\nA set of capabilities used to manage customer-facing communications and resolution processes for common issues.\n\n
\n\nOutsourced Customer Service\\(com.snc.csm\\_ocs\\)\n\n\n\nEnables organizations to outsource customer service to external service providers.**Note:** This plugin is moved to the App Store beginning with Australia release.\n\n
\n\nPerformance Analytics - Content Pack - Customer Service\\[com.snc.pa.customer\\_service\\]\n\n\n\nPerformance Analytics content pack that includes Customer Service base system KPIs.\n\n
\n\nPerformance Analytics - Content Pack - Customer Service Management - Advanced\\[com.snc.pa.customer\\_service\\_advanced\\]\n\n\n\nUpdates the Customer Service dashboard and incorporates indicators for the following plugins:- Major Issue Management\n- Customer Service Case Action Status\n- Customer Service with Request Management\n- Customer Service with Service Management\n- Agent Chat\n- Advanced Work Assignment for CSM\n- Performance Analytics - Content Pack - Advanced Work Assignment\n\nActivate these plugins to view the related indicators. Without these plugins, indicators might not display correctly.\n\n
\n\nPerformance Analytics - Context Sensitive Analytics for Customer Service\\[com.snc.pa.cs.context\\_sensitive\\_analytics\\]\n\n\n\nThis plugin enables you to open context-sensitive dashboards in customer service forms based on UI actions.**Note:** You can activate Performance Analytics solutions on instances that don’t have Performance Analytics to evaluate the functionality. However, to collect scores for indicators you must license Performance Analytics.\n\n
\n\nPerformance Analytics Premium for Customer Service\\[com.snc.pa.premium.cs\\]\n\n\n\nThis plugin extends the capabilities of baseline Performance Analytics.\n\n
\n\nPlaybooks for Customer Service Management\\[sn\\_csm\\_playbook\\]\n\n\n\nProvides step-by-step guidance for customer service cases.\n\n
\n\nPredictive Intelligence for Customer Service Management \\[com.snc.csm\\_ml\\]\n\n\n\nEnables customers to leverage machine learning algorithms for searching related cases in Customer Service Management. Activation of this plugin on production instances might require a separate license. Contact ServiceNow for details.If they aren’t already active, the Predictive Intelligence for Customer Service Management plugin activates these related plugins:\n\n - Customer Service plugin \\(com.sn\\_customerservice\\)\n- Predictive Intelligence for Contextual Search plugin \\(com.snc.contextual\\_search\\_ml\\)\n- Email Notification Script for Contextual Search Results plugin \\(com.snc.adv\\_cxs\\_results\\_email\\_script\\)\n\n
\n\nSelf-Service Analytics for Customer Service\\[com.snc.pa.self\\_service\\_analytics\\_csm\\]\n\n\n\nTracks case reduction \\(deflection\\) metrics and self-service KPIs using performance analytics dashboards. Activation of this plugin on production instances might require a separate Performance Analytics license. Contact ServiceNow for details.If they aren’t already active, the Self-Service Analytics for Customer Service plugin activates these related plugins:\n\n - Customer Service plugin \\(com.sn\\_customerservice\\)\n- Self-Service Analytics Core plugin \\(com.snc.self\\_service\\_analytics\\_core\\)\n- Self-Service Analytics PA plugin \\(com.snc.pa.self\\_service\\_analytics\\)\n\n
\n\nSelf Service Password Reset\\[com.snc.password\\_reset\\]\n\n\n\nThis plugin enables 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.If it isn’t already active, the Self Service Password Reset plugin activates the Password Reset plugin \\(com.glideapp.password\\_reset\\).\n\n
\n\nSpecial Handling Notes Demo Data\\[com.snc.shn\\_demo\\]\n\n\n\nProvides demo data for the Special Handling Notes application.\n\n
\n\nTargeted Communications\\[com.sn\\_publications\\]\n\n\n\nProvides a tool for publishing and distributing content and articles to both internal and external customers.\n\n
\n\nTargeted Communications Demo Data\\[com.snc.publications\\_demo\\]\n\n\n\nProvides demo data for the Targeted Communications application.\n\n
\n\nTime Recording for Customer Service\\[com.snc.csm\\_time\\_recording\\]\n\n\n\nExtends the functionality of the Time Card Management and Cost Management applications to Customer Service Management.\n\n
\n\nWalk-Up for CSM\\[com.snc.walkup\\_for\\_csm\\]\n\n\n\nWalk-up experience for Customer Service enables in-store support to assist onsite check-ins, managing queues, and customer interactions.\n\n
\n\nUI Components for Customer Portals \\[sn\\_ciwf\\_ui\\_cmpnt\\]\n\n\n\nThis plugin enables you to configure the behavior, content, and layout of a portal using a Configurable Portal Widgets.\n\n
**Parent Topic:**[Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/c_CustomerServiceManagement.md)\n\n"}}