Unable to Find Customer Service Management (CSM) Plugin in Personal Developer Instance

[ajaydas]

Hello Community,

I am currently learning ServiceNow and would like to explore Customer Service Management (CSM) to prepare for upcoming CRM-related projects.

I have a Personal Developer Instance (PDI) and tried searching for the following plugins:

• Customer Service Management
• Customer Service
• CSM
• com.sn_customerservice

However, I am unable to find the main CSM plugin. The only related result I can see is "Customer Service Virtual Agent Conversations."

Could anyone please clarify:

1. Is Customer Service Management (CSM) available in Personal Developer Instances?
2. If yes, how can I activate or install it?
3. If not, what type of instance is required to access and learn CSM?
4. Are there any alternative ways to practice CSM concepts in a PDI?

I have attached a screenshot showing the search results in my instance.

Thank you for your help.

[kaustubhdub · Accepted solution]

Hello! you can refer to the link below for your answer,
Solved: customer service management in PDI - ServiceNow Community
Please mark my answer as helpful if my solution was helpful to you.
Regards
Kaustubh Dubey

[ajaydas]

Thanks for your Replay ,

There appears to be a glitch in the PDI plugin search. If you try to install it through:

My Instance Settings → Plugin Search → com.sn_customerservice

the plugin may not appear.

Instead, you can install it by following these steps:

All → Application Manager → Search for com.sn_customerservice

You should be able to locate and install the CSM plugin from there.

[Tanushree Maiti]

Hi @ajaydas 

Check this Link in your PDI :

https://<your_pdi_instance>/now/app-manager/home/plugin/id/com.sn_customerservice/details

When you can see ,you are not getting plugin in plugin list  of PDI ( NOT paid plugin of stored app )

a. Just login to your Developer portal 

b Click on Manage my Instance https://developer.servicenow.com/dev.do#!/manage-instance

c. Move cursor a bit down , and search your plugin.