Licensing clarification – CSM Case extension

[Marcos Gianoni]

Hello,

I hope you are doing well.

We are currently reviewing a design decision in our Customer Service Management (CSM) implementation and would like to confirm the licensing implications to ensure compliance and proper documentation.

Licensing context

Our organization currently has the following licenses in place:

• Customer Service Management (CSM) Professional Plus – Fulfiller Users

• Customer Service Management Professional with App Engine – Fulfiller Users

• These licenses are used by our customer service agents operating within standard CSM processes.

Implementation scenario

In our solution, we are:

• Creating a custom table that extends sn_customerservice_case to support a specific CSM Case Type.

• The table is created within a custom application scope.

• It is used exclusively as part of CSM processes, including:

  • CSM Workspace

  • Case lifecycle management

  • SLAs and Playbooks

• The table is operated only by licensed CSM Fulfiller users.

• No standalone business application, parallel case management process, or non-CSM user population is involved.

Confirmation request

Based on the scenario above, could you please confirm that:

• This design is considered a functional extension of CSM, and

• The creation of this extended Case table does not require additional App Engine or custom table licensing, beyond our existing CSM entitlements?

Thank you in advance for your support. 

Best regards,

[GlideFather · Accepted solution]

Hi @Marcos Gianoni,

when it comes to licences and products purchases, there's no price list applicable for all. The SN products are subjects to contracts and deals made with their clients and partners.

In every organisations there is at least one dedicated account that handles such things. You will not get any answers here, because the contracts might vary.

Try to find out that person in your company and if you cannot, you can contact SN to tell you who is that person..

[azconsultin]

The new, custom Case Type tables are considered as custom tables and every custom table falls under custom table licensing.

And custom tables are agnostic from any OOB or custom Application.

All details about the custom and exempt tables can be found here: ServiceNow Custom Table Guide