ServiceNow Customer Service Management (CSM) - Product Checklist

Neil Kostecki
ServiceNow Employee
ServiceNow Employee

on ‎06-26-2024 10:59 AM - edited on ‎08-17-2025 08:10 AM by ServiceNow Employee

Follow these high-level steps to install and configure ServiceNow CSM. 

  

1 

 

Setup your environment 
 

  1. Activate Customer Service Management 
  2. Additional plugins for Customer Service Management 
  3. Configure foundation data 

 

2 

 

 

Organize Agent Workspaces 

 

  1. Set up CSM Configurable Workspace 
  2. Case routing and assignment 
  3. Agent Tools:  
    1. Guided Decisions (Pro) 
    2. Playbooks for CSM (Pro) 
    3. Dynamic related records 
    4. Customer Central 
    5. Customer Service mobile app 

 

3 

 

Enable communications channels 
 

  1. Configure communication channels 
  2. Configuring Omnichannel Callback  
  3. Configure Chat Zoom Connector 

 

4 

 

Implement Intelligence 

 

  1. Configuring Recommended Actions (Pro) 
  2. Machine learning solutions for CSM (Pro) 
  3. Now Assist for CSM (Pro+)

 

5 

 

Set up self-service  

 

  1. Configure the Customer and Consumer Service Portals (Pro) 
  2. Service Catalog 
  3. Knowledge Management 
  4. Configure Conversational Appointment Booking 
  5. Configure Walk-up Experience for CSM (Pro) 
  6. Set up Engagement Messenger 
  7. Communities 

 

6 

 

Extend capabilities  

 

  1. Outsourced Customer Service (Pro) 
  2. Configure Proactive Customer Service Operations (Pro) 
  3. Configure Customer Service Platform Analytics Solutions 
  4. Configure the Platform Analytics Solution for Self-Service Analytics for Customer Service 
  5. Continual Improvement Management 
  6. Process Mining (Enterprise) 
  7. Workforce Optimization for Customer Service (Enterprise) 

 

 

 

What's next? 

 

You should be all set to move on to the Quick Start Guide. 

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Last update:
‎08-17-2025 08:10 AM
Updated by:
ServiceNow Employee