Integrating Customer Service Management with other applications

Extend the capabilities of Customer Service Management and connect with other departments to assist with case resolution by integrating with other applications.

Customer Service Management provides integrations with the applications listed in the following table:

Table 1. Customer Service Management Application Integrations

Step	Description
Integrating withIT Service Management	Integrate with Incident, Problem, Change, and Request Management applications.
Integrating with Service Portfolio Management	Get visibility into sold products and their associated service offerings with this integration.
Integrating with Continual Improvement Management	Get help with setting goals, organizing effort, and completing tasks.
	Create and view all FSM work orders and appointments as a Customer Service Management user.
Integrating with IT Operations Management	Create cases proactively from alerts and track the corresponding install base items affected by the alert.
Integrating with Customer Project Management	Use this integration to create projects and project tasks for your customer accounts.
Integrating with Financial Management	Allocate, track, and get report on expenses in your organization using this integration.
Integrating with Adobe Experience Manager	Deliver a pre-integrated web experience built on AEM by embedding Customer Service Management and Knowledge Management capabilities.
Integrating with Computer Telephony Integration (CTI)	Enable the Customer Service application to support inbound and outbound telephone calls with this integration.
Integrating with Microsoft Outlook	Manage contacts and cases from within Microsoft Outlook using this integration.
Integrating with Safe Workplace applications	Enable contacts or consumers to safely enter locations and comply with health and safety policies after emergencies and pandemics
Integrating with consumer messaging apps	Let customers use their choice of messaging apps to message anytime to your company's account.
Integrating with Process Mining	Analyze processes relevant to your KPIs, and identify bottlenecks associated with customer service cases.
Integrating with contact centers	Integrate with your contact center as a service (CCaaS) provider.