I want to install CSM with PDI

[bonsai]

I decided to test the functionality of CSM using PDI.

I thought about installing a plugin, but I couldn't decide which one was needed for case management from the large number of plugins displayed...

I remember that there used to be something like a CSM set. .

I would like to set an expiration date after filing a case and send a notification before the deadline.

Can this be implemented in OOTB?

[Community Alums · Accepted solution]

Hi @bonsai ,

Just install : Customer Service plugin (com.sn_customerservice) Plugin.

Plugins automatically activated with Customer Service Management

Plugin	Description
Agent Workspace [com.snc.agent_workspace.csm]	Enables Agent Workspace for Customer Service Management, a configurable service desk application that provides agents with an integrated and intuitive user experience.
Assessment [com.snc.assessment_core]	Enables you to create surveys, send surveys, collect responses, and analyze and share survey results.
Asset Management [com.snc.asset_management]	Manage your assets, consumables, and software licenses.
Assignment Workbench [com.snc.assignment_workbench]	Customer service managers can use the workbench to evaluate agents based on configurable criteria, such as skills and availability, and then assign tasks to the desired agents.
Customer Service Base Extension Entities [com.snc.cs_base]	This plugin provides granular access control through relationships, user profile attributes, and roles.
Customer Service Portal [com.glide.service-portal.customer-portal]	This plugin enables the Customer Service Portal, a version of the web portal based on the Service Portal application.
Customer Service Social Integration [com.sn_cs_social]	Adds the appropriate data schema changes for social integration scenarios.
Customer Service Spoke [com.snc.customer_service.spoke]	Provides actions for flow designers to use when creating Customer Service Management business processes.
Glide Conversation Server [com.glide.cs]	Enables the Virtual Agent web clients, Connect Support, conversation branding settings, and Live Agent conversation settings.
Openframe [com.sn_openframe]	An interface used to integrate external communication systems with the Now Platform. This plugin provides a UI frame that is accessible and available anywhere within ServiceNow application screens. The Customer Service Management application uses a combination of Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers.
Process Flow Formatter [com.snc.process_flow_formatter]	Displays a diagram of the process flow for a form.
Resource Matching Engine [com.snc.matching_rule]	A general rule-based matching engine to match an input record to an output record using a condition builder and/or a script for advanced users.
Skills Management [com.snc.skills_management]	Enables you to organize skills data of service agents and employees in a centralized location. You can use this data to assign tasks based on skills, analyze skill gaps to identify coaching and training needs, optimize your workforce, create career growth plans, and perform skill-based hiring.
Special Handling Notes [com.sn_shn]	Activates the Special Handling Notes application, which enables users to quickly view brief messages about records. These notes can be displayed in an embedded list or related list on a record form or in a pop-up window. This plugin is installed with the Customer Service Management and Field Service Management applications. To use special handling notes with other tables: Configure the table and any related fields to use special handling notes. Configure the form to show special handling notes.
State Flows [com.snc.state_flows]	Customize transitions from one state to another in tables derived from the Task [task] table and configure the system to perform work during transitions to specific states.
Subscriptions and Activity Feed Framework [com.snc.activity_subscriptions]	Provides a generic set of artifacts to handle subscriptions for any defined subscribable object. Any entity can be defined as a subscribable object and a set of subscribers can subscribe to the objects. When an event occurs related to the subscribable object, activities can be tracked and subscribers can be notified.
Task Activities [com.snc.task_activity]	Enables support for activities on task tables.
Task Relations [com.snc.task_relations]	Enables the definition of relationships between different tasks.
Virtual Agent Service Portal Widgets [com.glide.va.sp_widgets]	Activates the Service Portal for use as a Virtual Agent web client.

Procedure

1. Navigate to All > System Applications > All Available Applications > All.
2. Find the plugin using the filter criteria and search bar.

   You can search for the plugin by its name or ID. If you cannot find a plugin, you might have to request it from ServiceNow personnel.

3. Select Install, and then in the Activate Plugin dialog box, select Activate.
   Note: When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise, the following error appears: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.

What to do next

You can activate several related plugins after activating the Customer Service Management plugin (com.sn_customerservice). For details, see Additional plugins for Customer Service Management.

• Additional plugins for Customer Service Management

  After Customer Service Management is activated, you can activate additional plugins that provide demo data and enable various features.

• Customer Service properties

  Use system properties to customize the Customer Service Management application.

[Community Alums · Accepted solution]

Hi @bonsai ,

Just install : Customer Service plugin (com.sn_customerservice) Plugin.

Plugins automatically activated with Customer Service Management

Plugin	Description
Agent Workspace [com.snc.agent_workspace.csm]	Enables Agent Workspace for Customer Service Management, a configurable service desk application that provides agents with an integrated and intuitive user experience.
Assessment [com.snc.assessment_core]	Enables you to create surveys, send surveys, collect responses, and analyze and share survey results.
Asset Management [com.snc.asset_management]	Manage your assets, consumables, and software licenses.
Assignment Workbench [com.snc.assignment_workbench]	Customer service managers can use the workbench to evaluate agents based on configurable criteria, such as skills and availability, and then assign tasks to the desired agents.
Customer Service Base Extension Entities [com.snc.cs_base]	This plugin provides granular access control through relationships, user profile attributes, and roles.
Customer Service Portal [com.glide.service-portal.customer-portal]	This plugin enables the Customer Service Portal, a version of the web portal based on the Service Portal application.
Customer Service Social Integration [com.sn_cs_social]	Adds the appropriate data schema changes for social integration scenarios.
Customer Service Spoke [com.snc.customer_service.spoke]	Provides actions for flow designers to use when creating Customer Service Management business processes.
Glide Conversation Server [com.glide.cs]	Enables the Virtual Agent web clients, Connect Support, conversation branding settings, and Live Agent conversation settings.
Openframe [com.sn_openframe]	An interface used to integrate external communication systems with the Now Platform. This plugin provides a UI frame that is accessible and available anywhere within ServiceNow application screens. The Customer Service Management application uses a combination of Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers.
Process Flow Formatter [com.snc.process_flow_formatter]	Displays a diagram of the process flow for a form.
Resource Matching Engine [com.snc.matching_rule]	A general rule-based matching engine to match an input record to an output record using a condition builder and/or a script for advanced users.
Skills Management [com.snc.skills_management]	Enables you to organize skills data of service agents and employees in a centralized location. You can use this data to assign tasks based on skills, analyze skill gaps to identify coaching and training needs, optimize your workforce, create career growth plans, and perform skill-based hiring.
Special Handling Notes [com.sn_shn]	Activates the Special Handling Notes application, which enables users to quickly view brief messages about records. These notes can be displayed in an embedded list or related list on a record form or in a pop-up window. This plugin is installed with the Customer Service Management and Field Service Management applications. To use special handling notes with other tables: Configure the table and any related fields to use special handling notes. Configure the form to show special handling notes.
State Flows [com.snc.state_flows]	Customize transitions from one state to another in tables derived from the Task [task] table and configure the system to perform work during transitions to specific states.
Subscriptions and Activity Feed Framework [com.snc.activity_subscriptions]	Provides a generic set of artifacts to handle subscriptions for any defined subscribable object. Any entity can be defined as a subscribable object and a set of subscribers can subscribe to the objects. When an event occurs related to the subscribable object, activities can be tracked and subscribers can be notified.
Task Activities [com.snc.task_activity]	Enables support for activities on task tables.
Task Relations [com.snc.task_relations]	Enables the definition of relationships between different tasks.
Virtual Agent Service Portal Widgets [com.glide.va.sp_widgets]	Activates the Service Portal for use as a Virtual Agent web client.

Procedure

1. Navigate to All > System Applications > All Available Applications > All.
2. Find the plugin using the filter criteria and search bar.

   You can search for the plugin by its name or ID. If you cannot find a plugin, you might have to request it from ServiceNow personnel.

3. Select Install, and then in the Activate Plugin dialog box, select Activate.
   Note: When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise, the following error appears: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.

What to do next

You can activate several related plugins after activating the Customer Service Management plugin (com.sn_customerservice). For details, see Additional plugins for Customer Service Management.

• Additional plugins for Customer Service Management

  After Customer Service Management is activated, you can activate additional plugins that provide demo data and enable various features.

• Customer Service properties

  Use system properties to customize the Customer Service Management application.

[Community Alums]

Hi @bonsai ,

[Anurag Tripathi · Accepted solution]

Hi,

This is the main CSM Plugin

Customer Service plugin (com.sn_customerservice)

It will have certain dependent plugins it will install if not already installed on your system -> Listed here Activate Customer Service Management (servicenow.com)