---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configure

# Configuring Customer Service Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Configuring Customer Service Management

Configuring Customer Service Management (CSM) is essential for providing effective service and support to customers.
This process involves setting up your CSM environment, organizing agent workspaces, enabling communication channels, implementing intelligence features, creating self-service options, and extending capabilities through additional integrations.
Show full answer Show less  

## Key Features

* **Set Up Your Environment:** Plan and configure your CSM environment by importing foundational data, setting up access management, and configuring case management tools.
* **Organize Agent Workspaces:** Create efficient workspaces with advanced routing, management features, and optimized interfaces for agent productivity.
* **Enable Communication Channels:** Configure various channels such as voice, email, web, and messaging to enhance customer interactions and satisfaction.
* **Implement Intelligence:** Use intelligence features to automate tasks and provide agents with recommended content, enabling quicker resolutions.
* **Set Up Self-Service:** Create portals that allow customers to resolve issues independently and access information easily through integrated knowledge bases and service catalogs.
* **Extend Capabilities:** Add additional applications and features to improve process management and support efficiency.

## Key Outcomes

By following these configuration steps, customers can expect to enhance their service delivery, streamline agent workflows, and improve overall customer satisfaction. Effective configuration enables better communication, quicker case resolutions, and more efficient performance management through analytics and integrations.  
Set up the features, components, and integrations that you must provide service and support to your customers.

|-|-|-|
| [Set up your environment Plan and configure your CSM environment, import foundational data, and set up access management.](https://www.servicenow.com/docs/JCq7dHrxYvVQYbcXh1LhTw "Begin your customer journey by preparing your Customer Service Management environment with data models, customer data, product data, user management, and case management tools to go live.") | [Organize agent workspaces Configure intuitive workspaces with advanced routing and management features and case management capabilities.](https://www.servicenow.com/docs/HgilC~N1swbjKkKps01iUA "Configure agent workspaces and boost efficiency by optimizing interfaces, setting up case management and routing, and integrating tools for smooth case handling.") | [Enable communication channels Set up customer communication channels, including voice, email, web, and messaging.](https://www.servicenow.com/docs/O6YUCJckXbfCjz37yq01TA "Set up multiple communication channels so that customers can contact you through their preferred methods.") |
| [Implement intelligence Set up Intelligence features to automate routine tasks and provide recommended content to agents.](https://www.servicenow.com/docs/laqtqWP9C_0sc_wj5rYhsg "Integrate intelligence features to automate routine tasks and provide relevant content, enabling a quicker, more personalized customer experience.") | [Set up self-service Create self-service portals for customers that are integrated with knowledge, communities, service catalogs, and chatbots.](https://www.servicenow.com/docs/Y66FQ3F062CTlgN9~qT8cQ "Create a self-service portal to help customers resolve issues independently and access information through integrated knowledge bases, chatbots, and appointment booking features.") | [Extend capabilities Add additional features to further extend the capabilities of your Customer Service Management environment.](https://www.servicenow.com/docs/kKdqehplFqDHp6ut59a86A "To extend your Customer Service Management environment, integrate additional applications and features. This enhances functionalities and improves support for more efficient interactions.") |
[ ]

{#configure-customer-service__table_iwv_lpv_klb} {#configure-customer-service__table_rjj_mn5_w2c__entry__3}

| Implementation phase | Description | Example |
|-|-|-|
| [Set up your environment](https://www.servicenow.com/docs/JCq7dHrxYvVQYbcXh1LhTw "Begin your customer journey by preparing your Customer Service Management environment with data models, customer data, product data, user management, and case management tools to go live.") | Begin your customer journey by setting up your Customer Service Management environment. This setup involves planning and configuring your system with essential components such as data models, customer data, product data, and user management tools. Additionally, import your foundation data, set up access controls, and configure case management tools to go live. | Sarah, an administrator at Company A, has successfully activated Customer Service Management along with all necessary plugins. The next step is to start importing the foundational data, such as accounts, contacts, users, and groups. |
| [Organize agent workspaces](https://www.servicenow.com/docs/HgilC~N1swbjKkKps01iUA "Configure agent workspaces and boost efficiency by optimizing interfaces, setting up case management and routing, and integrating tools for smooth case handling.") | Configuring your agent workspaces is crucial for improving the efficiency and effectiveness of your customer service team. To get started, set up and optimize your agent workspaces by configuring interfaces, landing pages, and record pages. This process involves setting up case routing, implementing advanced case management features. It also includes integrating agent tools for smooth case handling and streamlined workflow management. | Sarah is prepared to organize the agent workspaces. Sarah uses guided setup to implement Configurable Workspace for Company A's customer service agents. It enables Sarah to configure branding, chat settings, and other necessary elements to enhance agent productivity. |
| [Enable communication channels](https://www.servicenow.com/docs/O6YUCJckXbfCjz37yq01TA "Set up multiple communication channels so that customers can contact you through their preferred methods.") | To facilitate seamless customer interactions across various platforms, it's essential to set up and configure multiple communication channels. This approach confirms that customers can reach your service through their preferred methods, enhancing their overall experience. Set up and configure a variety of communication channels to facilitate customer interactions. Such methods include voice, email, chat, web, messaging, phone, engagement messenger, and omnichannels. | With the agent workspaces organized, Sarah is prepared to set up communication channels, including chat, email, phone, and social media. Sarah has chosen to use Engagement Messenger to integrate customer support capabilities via chat on Company A's website. |
| [Implement Intelligence](https://www.servicenow.com/docs/laqtqWP9C_0sc_wj5rYhsg "Integrate intelligence features to automate routine tasks and provide relevant content, enabling a quicker, more personalized customer experience.") | Implementing intelligence features in Customer Service Management helps you achieve a quicker and more personalized customer experience. Set up these features to automate routine tasks and deliver relevant content to you, helping you to focus on more complex case resolutions. | Sarah implements Recommended Actions to guide agents in assisting customers quickly and consistently. Agents can use AI search for fast access to relevant information to resolve customer issues. |
| [Set Up Self-Service](https://www.servicenow.com/docs/Y66FQ3F062CTlgN9~qT8cQ "Create a self-service portal to help customers resolve issues independently and access information through integrated knowledge bases, chatbots, and appointment booking features.") | Creating and enabling a self-service portal equips you to resolve issues independently and access information. Set up self-service portals by integrating features such as knowledge bases, communities, service catalogs, chatbots, walk-up experiences, and appointment booking. | Now it's time to add support for B2C consumers with Customer Service Portals. Customers can book appointments, access knowledge base articles, or join user communities. |
| [Extend Capabilities](https://www.servicenow.com/docs/kKdqehplFqDHp6ut59a86A "To extend your Customer Service Management environment, integrate additional applications and features. This enhances functionalities and improves support for more efficient interactions.") | To extend your Customer Service Management environment, integrate additional applications and features. This expansion broadens your system's functionality, enhances process management, and improves support tasks. As a result, you experience more efficient interactions and better overall support. | Sherry, a director at Company A, asks Sarah for tools to analyze agent performance and customer interactions. Sarah begins configuring Performance Analytics for Company A's ServiceNow instance. |
[Table 1. Configuring Customer Service Management overview]

{#configure-customer-service__table_rjj_mn5_w2c}