---
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


---

# Extend capabilities

# Extend capabilities {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
To extend your Customer Service Management environment, integrate additional applications and features. This enhances functionalities and improves support for more efficient interactions.
Figure 1. Extend capabilities overview {#advanced-cap__table_cxk_nkj_41c__entry__2}

| Application or feature | Description |
|-|-|
| [Outsourced Customer Service](https://www.servicenow.com/docs/ssHxC10Ysg7pvMfIrNcn6g "Outsourcing is a business practice where an enterprise hires another company or individuals to perform tasks, manage operations, or provide services. These functions were previously handled by the enterprise's own employees.") | Configure Outsourced Customer Service to enable the outsourced company or individuals to perform tasks, handle operations, or provide services. |
| [Proactive Customer Service Operations](https://www.servicenow.com/docs/JQwL9D296Ubx~CvS~FAvWw "Configure various aspects of Proactive Customer Service Operations based on the specific requirements of your organization.") | Configure Proactive Customer Service Operations to trigger case workflows and notify customers of any issues to resolve issues faster and lower inbound call volume. |
| [Configure Customer Service Platform Analytics Solutions](https://www.servicenow.com/docs/CpYWXvEtVBq8gAuVO2n33g "Enable Customer Service Platform Analytics Solutions to view preconfigured dashboards with actionable data visualizations to improve your business processes.") | Configure Customer Service Platform Analytics Solutions to view preconfigured dashboards with actionable data visualizations to improve your business processes. |
| [Configure the Platform Analytics Solution for Self-Service Analytics for Customer Service](https://www.servicenow.com/docs/ukpVCNy6L77wIMu9ilgc7g "Run diagnostics, review and customize components, and start collecting data.") | Configure Platform Analytics Solution for Self-Service Analytics to run diagnostics, review and customize components, and start collecting data. |
| [Continual Improvement Management](https://www.servicenow.com/docs/access?context=cim-landing-page&version=australia&pubname=australia-it-service-management&ft:locale=en-US) | Request improvement opportunities, and implement phases and tasks to meet performance goals, track progress, and measure success. |
| [Process Mining](https://www.servicenow.com/docs/access?context=process-mining&version=australia&pubname=australia-now-intelligence&ft:locale=en-US) | Create automated business process flows from your data to help analysts and process owners to analyze and optimize their business processes. |
| [Workforce Optimization for Customer Service](https://www.servicenow.com/docs/AhXtH2ra4D6m9q3Vasg_1Q "Manage and maintain the productivity of your workforce from a single application using Workforce Optimization for Customer Service. With this application, you can efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.") | Manage and maintain the productivity of your workforce and efficiently route work to your team, manage your team's skills and schedules, and monitor their performance. |
[Table 1. Setting up advanced features]

{#advanced-cap__table_cxk_nkj_41c}