License in CSM based on roles

[Sneha KH]

Hello Community,
I just wanted to know what are the product licenses used based on roles in Customer Service Management (CSM).

[Ankur Bawiskar]

@Sneha KH 

although there are standard guidelines about cost for licenses each customer negotiates it with ServiceNow

better to check with ServiceNow Account executive who is allocated to your customer's company 

check below

ServiceNow Licensing Types, Costs, and Pricing – Your Guide to Making the Right Choice in 2025 

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[Sneha KH]

Hello @Ankur Bawiskar ,
I just wanted to know what license should I need if I need to use CSM that too role based in ServiceNow.
Like how its in CMDB, we need ITOM Product License to get CMDB workspace.
In prod, in subscriptions, I want to know the licenses used for CSM.

[Ankur Bawiskar]

@Sneha KH 

everything is mentioned in docs i.e. which is the minimum role available etc which should be given to agents to work on cases

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[Tanushree Maiti]

Hi @Sneha KH 

Refer: 

Roles installed with Customer Service Management 

Introduction about CSM roles

KB0639072 Customer Service Management Roles and FAQs 

About ServiceNow Licensing Guide