Integrate with Customer Project Management using Guided Setup

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Use the Customer Service Management Guided Setup to configure Customer Project Management.

    Before you begin

    Role required: csm_guided_setup_user or admin

    About this task

    You can configure a number of different processes and components for the Customer Project Management feature using Guided Setup.

    Procedure

    1. Navigate to Customer Service > Administration > Guided Setup.
    2. Select Get Started on the Customer Service Management home page.
    3. Scroll through the list of categories, locate Customer Project Management, and select Get Started.

      The following table provides a description of the configuration steps included in this guided setup section.

      Table 1. Customer Project Management configuration tasks
      Task Description
      Activate PPM Standard. Activate the PPM Standard plugin (com.snc.financial_planning_pmo).
      Activate Customer Project Management. Activate the Customer Project Management plugin (com.snc.csm_ppm).
      Configure form views. Configure the Case form and add the following fields to the Case view, Workspace view, and Customer Self-Service view:
      • Project
      • Project Task
      • Issue
      • Project Change Request
      Configure related lists. Configure the Account form and add the Projects related list to the Case view and Workspace view.

      Configure the Contact form and add the Projects related list to the Case view and Workspace view.

      Configure the Customer Project Task form and add the following related lists to the Default view: Work Order > Initiated From.

      This step can only be completed if the following plugins are active:
      • Customer Service with Field Service Management (com.snc.csm_fsm_integration)
      • Field Service with Project Management (com.snc.wm_ppm)
      Configure notifications. Configure the Send Email to Contact when Customer Project Task is assigned Flow Designer flow to send an email to the assigned contact when a customer project task is assigned.

      Configure the Send Email to SO member when SO Customer Project Task is assigned flow to send an email to assignees when assigned is changed on a customer project task that is customer visible.

      On selecting Configure, the following details of the selected flow are displayed and can be configured as required:
      • Project number and name
      • Task number and short description
      • Task planned start and end dates and duration
      Configure Flow Designer flows. Use Flow Designer flows provided with Customer Project Management to:
      • Configure the fields that are copied over, when you create a project issue or project change request from a case.
      • Update the work notes for a case record when the state of an associated project issue or project change request is updated.
      • Close a case record when an associated project issue or project change request is closed.

      Create Project Issue from Case: When a project issue is created from a case, this flow copies the Priority and Short description fields from the case to the project issue record. This flow is active by default.

      Create Project Change Request from Case: When a project change request is created from a case, this flow copies the Priority and Short description fields from the case to the project change request record. This flow is active by default.

      Update and Close Case Record on Issue Closure: This flow enables you to automatically:
      • Update the case work notes when the state of an associated issue is updated.
      • Close a case if the state of the associated issue is set to Closed.
      Activate this flow as needed.
      Update and Close Case Record on Project Change Closure: This flow enables you to automatically:
      • Update the case work notes when the state of an associated project change request is updated.
      • Close a case if the state of the associated project change request is set to Closed.
      Activate this flow as needed.
      Assign Access Controls (ACLs) Assign ACLs to the Customer Service Management user roles to provide access to the Project Portfolio Management tables, including the Project Change Request, Status Report, and Issues tables.