---
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


---

# Administer

# Administer Customer Service Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Administer Customer Service Management

Customer Service Management (CSM) offers a comprehensive set of administrative tools and features designed to help ServiceNow customers configure and manage their customer service operations effectively.
These capabilities enable efficient case handling, knowledge base control, domain data separation, and streamlined communication with customers, all aimed at improving service delivery and operational oversight.
Show full answer Show less  

## Key Features

* **Anonymous Chat:** Allows consumers to engage with service agents via chat without requiring login to the Consumer Service Portal, facilitating easier access to support.
* **Workflow Studio Actions:** Provides Flow Designer actions to build and customize CSM business processes, enabling tailored automation and process design.
* **Domain Separation:** Enables logical grouping of data, processes, and administrative tasks into domains, with control over user access and visibility to ensure data segregation and security.
* **Extension Points:** Supports the integration of custom scripts within CSM to extend functionality and tailor the application to specific business needs.
* **Knowledge Product Entitlements:** Allows administrators to specify which knowledge bases and articles customers can access via the portal, ensuring relevant and secure content delivery.
* **Restrict Knowledge Base Access:** Limits knowledge base visibility to internal users, protecting sensitive information.
* **Quick Start Tests:** Provides validation tools to test CSM functionality after configuration changes or upgrades, ensuring system reliability.
* **Case Routing and Assignment:** Automates the routing of customer cases using matching and assignment rules, directing cases to appropriate agents efficiently.
* **Assignment Workbench:** Offers managers a dashboard to review agent availability and skills for intelligent task assignments.
* **Special Handling Notes:** Enables creation of notes to highlight critical information on records, improving agent awareness.
* **Case and Account Escalation:** Facilitates raising visibility on important cases or accounts to ensure timely resolution.
* **Case Action Status:** Displays case statuses clearly in lists, helping agents prioritize work effectively.
* **Major Issue Management:** Supports proactive communication and resolution management for widespread issues impacting multiple customers.
* **Automatic Case Closure:** Automatically closes resolved cases when customers do not respond, streamlining case lifecycle management.
* **Administer Customer Contracts and Entitlements:** Enables managers to maintain and manage service contracts, contract lines, and customer entitlements within CSM.

## Key Outcomes

By leveraging these administrative features, ServiceNow customers can expect:

* Improved case handling efficiency through automated routing, assignment, and status tracking.
* Enhanced customer engagement with anonymous chat and proactive major issue communications.
* Secure and controlled knowledge base access tailored to customer and internal user needs.
* Greater operational control via domain separation and customizable extension points.
* Streamlined contract and entitlement management supporting service delivery compliance.
* Reliable system performance validated through quick start tests after changes.  
Customer Service Management provides various administrative features and tools to configure and manage the application effectively. These include case routing, assignment workbenches, escalation management, domain separation, and
knowledge base administration capabilities.  
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| Feature or application | Description |
|-|-|
| [Anonymous chat](https://www.servicenow.com/docs/sfLkz~XJMX0asjVwNl7jcA "Anonymous chat allows guest users to initiate chat sessions with consumer service agents through the Consumer Service Portal without requiring authentication.") | With anonymous chat, consumers can chat with a consumer service agent without logging in to the Consumer Service Portal. |
| [Customer Service Management Workflow Studio actions](https://www.servicenow.com/docs/HKmUOi7oIcsu2tTWCMotLQ "Use Workflow Studio actions as building blocks to create Customer Service Management business processes.") | Use Flow Designer actions as building blocks to create Customer Service Management business processes. |
| [Domain separation and Customer Service Management](https://www.servicenow.com/docs/RlGjUrhDhGFVjD_aT9gYng "Domain separation is supported in Customer Service Management. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.") | Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data. |
| [Extension points in Customer Service Management](https://www.servicenow.com/docs/B6FdYHJhxbdADX6hA7zOag "Use extension points to call custom scripts in the Customer Service Management application.") | Use extension points to call custom scripts in the Customer Service Management application. |
| [Knowledge product entitlements](https://www.servicenow.com/docs/nGEGF7jtPavkk1fI51i9VA "The Knowledge Product Entitlements application enables administrators to designate the knowledge bases and knowledge articles that customers can view from the Customer Service Portal.") | The Knowledge Product Entitlements application enables administrators to designate the knowledge bases and knowledge articles that customers can view from the Customer Service Portal. |
| [Limit knowledge base access to internal users](https://www.servicenow.com/docs/38f6Bp1N6mqzXG4LklqY_g "Limit access to the information in a knowledge base to internal users.") | Limit access to the information in a knowledge base to internal users. |
| [Quick start tests for Customer Service Management](https://www.servicenow.com/docs/WZtg6T6GU4jCpd_sNVb7Ag "Quick start tests are part of the Automated Test Framework (ATF). Use these tests to validate that the Customer Service Management application still works after you make any configuration change, such as applying an upgrade or developing an application.") | Use quick start tests to validate CSM functionality after making any configuration changes, such as applying an upgrade or developing an application. |
| [Routing and assigning customer service cases](https://www.servicenow.com/docs/c3HgGiL5VlqXAIMlyOKLHw#c_CaseRouting "The case routing feature uses matching rules and assignment rules to identify customer service cases that meet certain conditions and then route those cases to customer service agents.") | The case routing feature uses matching rules and assignment rules to identify customer service cases that meet certain conditions and then route those cases to customer service agents. |
| [Assignment workbench](https://www.servicenow.com/docs/gd7LwSBABWnI2kXFQSOetA "The assignment workbench enables customer service managers to assign tasks to agents efficiently and intelligently. The workbench uses configurable criteria, such as skills and availability, to evaluate the agents in a selected group and provide an overall ranking. Managers can view these results and click one button to assign a task.") | Customer service managers can use the assignment workbench to view a list of agents,evaluate skills and availability, and assign tasks efficiently and intelligently. |
| [Special handling notes](https://www.servicenow.com/docs/NH6dPEvv54tlvpKsOPDXuw "The Special Handling Notes application enables you to create notes that bring important information about individual records, such as a case or account record, to the user's attention.") | Use the Special Handling Notes application to create notes that bring important information about individual records to the user's attention. |
| [Case and account escalation](https://www.servicenow.com/docs/HeV9SmeYnWP8Rt_ILOS0WA "Use the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues.") | Use the escalation feature to highlight specific cases or accounts and raise awareness of important customer issues. |
| [Case action status](https://www.servicenow.com/docs/yVaF06jM4GVrBiaVlACJPw "The case action status feature displays the status of cases in the Case list. With this feature, customer service agents can easily identify cases that need attention.") | Use the case action status feature to indicate the status of cases in the Case list. Agents can easily identify cases that need attention and quickly prioritize their work. |
| [Major issue management overview](https://www.servicenow.com/docs/g3Keo2X~6wmz7tBlXnjvRw "Major issue management enables customer communication for issues that impact a wider audience. Use this application to proactively identify impacted customers, provide information to these customers, and manage the resolution process.") | Major issue management enables customer communication for issues that impact a wider audience. Use this feature to proactively identify impacted customers, provide information to these customers, and manage the resolution process. |
| [Automatically close customer service cases](https://www.servicenow.com/docs/v99Q0Sx3B~4GN_1hpipZ4w "Customer service cases in the Resolved state can be closed automatically if customers don’t act.") | Automatically close cases in the Resolved state if customers do not take any action. |
| [Administer Customer Contracts and Entitlements](https://www.servicenow.com/docs/1EdjyjyKCoz8DxO31COvAQ "Set up the Customer Contracts and Entitlements application to enable maintaining service contracts, contract lines, and entitlements.") | Customer service managers can perform tasks to maintain service contracts, contract lines, and entitlements. |
[Table 1. Features and applications for administering Customer Service Management]

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