Customer Service Management (CSM) FAQs

[Neil Kostecki]

This article will provide answers to frequently asked questions about CSM. If you have a question that is not answered, please post in the CSM forum.

Getting Started 

What is Customer Service Management? 

The ServiceNow Customer Service Management application enables customer service organizations and service operations to collaborate on customer problems proactively to resolve issues. 

What are the capabilities in the latest release? 

Check out the latest CSM release blog: Xanadu Release Highlights: Supercharge Customer Service Management with Generative AI

Are there release notes available? 

Yes, see the Customer Service Management release notes

Do I need to install a plugin or purchase anything to activate CSM? 

Yes, CSM requires a license. Contact your account representative to get pricing.  
To activate CSM, start here: Getting started with Customer Service Management 

Are there any videos that I can watch to learn more about CSM and the included features? 

For long-form videos that explain features in detail including best practices, see Live on ServiceNow: CSM, and for quick and simple demos, see Feature Shorts: CSM. 

I think I have a bug or defect with CSM, what do I do? 

If you believe you have encountered a defect with CSM, log a case using the Now Support portal. 

Where can I request a new feature or enhancement for CSM? 

For functionality that you wish to be added to the roadmap, log an idea or vote for one on the Idea portal. 

Implementation 

What should I know before implementing CSM? 

See the Getting Started with CSM Live on ServiceNow webinar for a walkthrough of all the available resources.

Now Create offers step-by-step delivery guidance based on real-world experiences and proven leading practices, to perform digital transformations relying on the expertise of thousands of successful implementations. It provides a prescriptive methodology, tailored to the current need, addressed by role.

The CSM Essentials course covers core configuration and administration of ServiceNow CSM and is included in the Certified Implementation Specialist CSM path (CIS-CSM).

Configuration 

What should I know before configuring CSM? 

See the Getting Started with CSM Live on ServiceNow webinar for a walkthrough of all the available resources.

The CSM Essentials course covers core configuration and administration of ServiceNow CSM and is included in the Certified Implementation Specialist CSM path (CIS-CSM).

Integration 

The third-party data integration feature enables you to retrieve data from third-party applications and display the data in CSM Configurable Workspace without having to store it in your ServiceNow instance.

New in Xanadu, ServiceNow Workflow Data Fabric powers all your workflows, AI agents, and analytics with real-time access to data from any source, all without leaving ServiceNow’s single, scalable platform. Turn data into instant, AI-powered action with zero-copy connectors to data leaders like Databricks and Snowflake.

Development  

See ServiceNow Developer for the latest API and UI reference, to get a dev instance, and more! 

Reporting 

How do I measure the impact of CSM? 

See Measuring customer service business outcomes with ServiceNow CSM. 

Related FAQs

• Workspace FAQ 
• Now Assist FAQ 
• Predictive Intelligence FAQ 
• Knowledge Management FAQ / KCS FAQ 
• Agent Chat FAQ 
• Omnichannel Callback FAQ 

[GlideFather]

Very nice article, thank you @Neil Kostecki 💪