Integrating with Continual Improvement Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Integrate Customer Service Management (CSM) with the Continual Improvement Management (CIM) application to request improvement opportunities and to implement phases and tasks to meet performance goals, track progress, and measure success.

    You can use CIM for improvements to Performance Analytics (PA) indicators and to service operations. For example, create a new improvement initiative to:
    • Reduce the open case backlog.
    • Improve the average case response time.
    See Continual Improvement Management for more information about how CIM can help you with setting goals, organizing effort, and completing tasks.

    Use CIM with Customer Service Management

    To use CIM with Customer Service Management, you must request the Continual Improvement Management (com.sn_cim) plugin. For more information, see Request Continual Improvement Management.