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:
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,
