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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Targeted communications

# Targeted communications {#ariaid-title1}

Release version: Brazil  
Updated September 10, 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 Targeted communications

The Targeted Communications application enables ServiceNow users with thepublications author (snpublications.author)andpublications administrator (snpublications.admin)roles to create and send articles and emails to internal employees, customer contacts, accounts, and consumers.
Articles can be viewed in self-service portals or sent as email notifications, facilitating targeted, timely communication with specified recipient lists.
Show full answer Show less  

## Key Features

* **Recipient List Management:** Recipient lists for articles can be dynamically generated using condition builders or scripts, or manually uploaded. Lists support manual addition and removal of recipients, and can combine dynamic and manual entries.
* **Publication Scheduling:** Authors specify publish and expiration dates, which the system uses to automatically publish or expire articles. Articles can also be set to require review before publishing.
* **Email Notifications:** Optional email notifications can be sent to all recipients when an article is published. Notifications use BCC to protect recipient privacy. Delegates of recipients do not receive these notifications.
* **Workflow-Based Publishing:** Two default workflows manage publishing: instant publishing and approval-required publishing. Administrators can customize workflows and assign approvers with the **publications approver (snpublications.approver)** role.
* **Publication Monitoring:** Authors and administrators can track which users have received and viewed publications.
* **Access for Recipients:** Customer contacts and consumers access publications via Customer Service or Consumer Service Portals, while employees access them within the Targeted Communications application.
* **Publication Stages:** Articles move through defined stages---Author, Review, Ready to Publish, Published, Expired, and Cancelled---displayed visually in a process flow formatter on the publication form.
* **Publication Lists:** The application provides views for Active, Draft, and Expired publications, helping users manage content lifecycle effectively.
* **Workflow Upgrades:** Starting with the Zurich release, legacy publication workflows have been migrated to low-code flows in Workflow Studio. Customizations to legacy workflows are preserved by deactivating new flows during upgrades.

## Key Outcomes

Using Targeted Communications, ServiceNow customers can efficiently deliver targeted, scheduled articles and email notifications to diverse audiences while maintaining privacy and control over content lifecycle. The application supports dynamic recipient targeting, approval processes, and detailed tracking, ensuring communications are timely, relevant, and well-managed. The integration with ServiceNow portals allows seamless access for internal and external users, enhancing engagement and information dissemination.  
The Targeted Communications application provides the ability to create and send articles and emails to internal and external customers.

Users with the publications author (sn_publications.author) and publications administrator (sn_publications.admin) roles can use the Targeted Communications application to author publication articles and emails for employees,
customer contacts and accounts, and consumers. Articles are available for viewing from the self-service portals and can also be sent out as email notifications.

Each publication article includes content and a specified list of recipients. Articles can also include optional email notification. Recipients lists can be created dynamically by using a condition builder to identify the desired
conditions, by running scripts, or by manual file upload. Recipients can be added to or removed from a list manually and lists can have both dynamically generated and manually added records of the same type.  
When creating an article, publication authors specify a publish date and an expiration date. The system uses these dates to automatically publish and expire the article. Authors can also request a review prior to publishing an article. Articles can include an optional email notification that is sent to all recipients in the recipients list when the article is published. In this email notification, all of the recipients are included in a bcc list to maintain privacy.  
Note:  
Delegates of recipient list users do not receive published email notifications.

The process of publishing articles is based on workflows and two default workflows are provided: one to publish articles instantly and one that requires approval prior to publishing. Publication administrators can update workflows
and add users with the publications approver (sn_publications.approver) role to perform reviews. Both authors and administrators can monitor publications and see which users have received and viewed the information.

Customer contacts and consumers can view publications by logging in to the Customer Service Portal or the Consumer Service Portal and clicking the Publications link in the portal header. Employees can view
these publications by navigating to Targeted CommunicationsPublications in the application navigator.  
Note:  
For more info see, [Components installed with additional plugins for Customer Service Management](https://www.servicenow.com/docs/4~w4yAmFkC9A8jBnzyDWZw "Several types of components are installed with the additional plugins for the Customer Service Management application.")

## Publication article stages

Publication articles progress through several stages which are displayed in a process flow formatter on the Publication form.  
{#c_TargetedCommunications__table_evg_rns_55__entry__2}

| Stage | Definition |
|-|-|
| Author | The initial state of the publication creation process. |
| Review | Publications that are waiting for review. A publication cannot be updated when it is in the Review stage. |
| Ready To Publish | Publications that have been reviewed and are ready to be published. |
| Published | Publications that that have reached their Publish Date. |
| Expired | Publications that have reached their Expiry Date or that have been manually expired. |
| Cancelled | Pending publications that have been cancelled. |
[Table 1. Publication stages]

{#c_TargetedCommunications__table_evg_rns_55}

States are shown in a process flow formatter at the top of the Publication form. The current state is indicated by a blue underline. States that have been completed are indicated by a blue check mark.

## Publication lists

The Targeted Communications application menu includes several views of publication records.  
{#c_TargetedCommunications__table_evg_rns_51__entry__2}

| State | Definition |
|-|-|
| Active Publications | Includes publications in the following stages: * Author * Review * Ready to Publish * Published {#c_TargetedCommunications__ul_ptn_qq2_55} |
| Draft Publications | Includes publications that have been created and sent for review. |
| Expired Publications | Includes publications that have reached their Expiry Date or have been set to Expired. |
[Table 2. Publications lists]

{#c_TargetedCommunications__table_evg_rns_51}

## Targeted communications workflows {#c_TargetedCommunications__section_hy4_kw3_qfc}

Starting with the Zurich release, legacy publication workflows for the Targeted Communications (com.sn_publications) application have been migrated to low code flows in [Workflow Studio](https://www.servicenow.com/docs/access?context=workflow-studio&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US). The functionality of the flows remains the same.  
If customers have customized the legacy workflows, a fix script deactivates the new flows and activates the legacy workflows during instance upgrade.  
Note:  
The new flows are only activated if the legacy workflows have not been customized.
For more information, see [Targeted communications publication workflows](https://www.servicenow.com/docs/61Mz6YgKdrCH7nNhAanYYw "The Targeted Communications application (com.sn_publications) includes default workflows that are used for publishing articles.").

*[\>]: and then