ServiceNow Customer Service Management (CSM) - Product Checklist

[Neil Kostecki]

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

  

1	Setup your environment    Activate Customer Service Management  Additional plugins for Customer Service Management  Configure foundation data
2	Organize Agent Workspaces  Set up CSM Configurable Workspace  Case routing and assignment  Agent Tools:   Guided Decisions (Pro)  Playbooks for CSM (Pro)  Dynamic related records  Customer Central  Customer Service mobile app
3	Enable communications channels    Configure communication channels  Configuring Omnichannel Callback   Configure Chat Zoom Connector
4	Implement Intelligence  Configuring Recommended Actions (Pro)  Machine learning solutions for CSM (Pro)  Now Assist for CSM (Pro+)
5	Set up self-service   Configure the Customer and Consumer Service Portals (Pro)  Service Catalog  Knowledge Management  Configure Conversational Appointment Booking  Configure Walk-up Experience for CSM (Pro)  Set up Engagement Messenger  Communities
6	Extend capabilities   Outsourced Customer Service (Pro)  Configure Proactive Customer Service Operations (Pro)  Configure Customer Service Platform Analytics Solutions  Configure the Platform Analytics Solution for Self-Service Analytics for Customer Service  Continual Improvement Management  Process Mining (Enterprise)  Workforce Optimization for Customer Service (Enterprise)

What's next? 

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