---
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


---

# Reference

# Customer Service Management reference {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Reference topics provide additional information about the Customer Service Management application.
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| Reference information | Links to topics |
|-|-|
| Customer Service lists and forms | * [Customer Service Cases list](https://www.servicenow.com/docs/sJibtgxJeHB3eV8b~_6aKw "The Cases list displays a list of customer service cases for the current user.") * [Customer Service forms](https://www.servicenow.com/docs/koksrbRP4D1p93JI8JY0aA "Use forms to view and update Customer Service Management information.") * [Chat Setup configuration form](https://www.servicenow.com/docs/SIVO7rCu_xdWERQvDD~w4Q "Description of the Chat setup configuration form fields.") {#csm-reference__ul_q5h_qvp_myb} |
| Components installed with Customer Service Management applications | * [Components installed with CSM workspaces](https://www.servicenow.com/docs/v8GXIEzWvQNdUIOK1sErzQ "Several types of components are installed with CSM workspaces.") * [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.") * [Components installed with CSM workspaces](https://www.servicenow.com/docs/v8GXIEzWvQNdUIOK1sErzQ "Several types of components are installed with CSM workspaces.") {#csm-reference__ul_cgm_zvp_myb} |
| Engagement Messenger topics | * [Components installed with Engagement Messenger](https://www.servicenow.com/docs/GaM8XcgJu14dmezj7YcDaQ "Several types of components are installed with activation of the Engagement Messenger application, including plugins, tables, and user roles.") * [Engagement Messenger reference](https://www.servicenow.com/docs/ID84_eSxuf0H9_SAVnARrg "Reference topics provide additional information about Engagement Messenger.") * [Feature context parameters supported in Engagement Messenger](https://www.servicenow.com/docs/zCWFDUpM4yI_maSh0eGM~g "Features for contextual launch capability enable you to set the default launch screen in Engagement Messenger.") * [Engagement Messenger translation tables](https://www.servicenow.com/docs/CvFRUdEAxilFPejcw14O~g "Engagement Messenger uses the [sys_translated_text] and [sys_ui_message] tables to store translated text.") {#csm-reference__ul_tg3_hwp_myb} |
| Portal topics | * [Portal Banner widget JSON parameters](https://www.servicenow.com/docs/ASX_8UgoqFn_SnFyeJKEpQ "JSON parameters define aspects of the Portal Quick Links widget on the Portal Banner widget.") * [Portal Data List widget JSON parameters](https://www.servicenow.com/docs/grDSa2CsAzdenEQeHBc5ug "JSON parameters define aspects of the Portal Data list widget on the portal page.") * [Default highlight color for different case states](https://www.servicenow.com/docs/sQkPCxQ9Rhw0CPcIO5gcAQ "Default values for the background and text color for all case states on the Portal Case Cards widget.") {#csm-reference__ul_bnd_swp_myb} |
| [CSM Query Rules](https://www.servicenow.com/docs/aolW6WUCh0GwvcFsyXGAEw "Query rules are used to filter the records in CSM related tables that are accessible by users with CSM roles. These filters, which are applied in query business rules and READ ACLs on CSM related tables, are stored in a metadata table.") | The system uses query rules to filter the records in CSM-related tables that are accessible by users with CSM roles. |
[ ]

{#csm-reference__table_ipd_3vp_myb}