Integrate Customer Service Management with Microsoft Outlook

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

    • Customer Service Management provides an integration with Microsoft Outlook. This integration enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook.

    Before you begin

    Role required: admin

    About this task

    Note:
    You must be an Office 365 administrator to deploy the ServiceNow Add-in for Microsoft Outlook. This add-in is supported only for use with Microsoft Outlook 2016+ for MacOS and for Windows.

    Procedure

    1. Navigate to All > System Definition > Plugins.
    2. Search for the ServiceNow Add-In for Microsoft Outlook plugin (com.sn_outlook_addin).
    3. Click Activate.
    4. Search for the CSM Extension for Proxy Contacts plugin (com.snc.csm_proxy_contacts).
    5. Click Activate.