---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Outsourced Customer Service

# Outsourced Customer Service {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Outsourcing is a business practice where an enterprise hires another company or individuals to perform tasks, manage operations, or provide services. These functions were previously handled by the enterprise's own
employees.  
Outsourced Service Providers (OSPs) are organizations engaged by enterprises to deliver customer service to external customers. These services can address various needs, including regional support, multilingual capabilities, and seasonal demand. Benefits of outsourcing services are as follows:

* Cost savings
* Increase support coverage
* Access to skilled expertise
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## Plugin {#outsourced-service-provider__section_bnn_r3p_bjb}

If you have the administrator role, you can activate the Outsourced Customer Service plugin (com.snc.outsourced_service_provider).  
Note:  
The Outsourced Customer Service plugin (com.snc.outsourced_service_provider) requires the Customer Service (com.sn_customerservice) plugin to get activated. The Outsourced Customer Service plugin is moved to the App Store beginning with Australia release.  
The Outsourced Customer Service plugin adds the Customer ServiceOutsourced Customer Service module to the application navigator. If you have the administrator (sn_csm_ocs.csm_ocs_admin) role, you can access this module. The administrator (sn_csm_ocs.csm_ocs_admin) can assign the following roles to users:

* sn_csm_ocs.ext_manager (external OSP manager)
* sn_csm_ocs.ext_agent (external OSP agent)
* sn_csm_ocs.manager (internal OSP manager)
{#outsourced-service-provider__ul_pmz_dnq_4lb}

## Outsourced Customer Service Guided Setup {#outsourced-service-provider__section_ckv_glv_fkb}

Activating the Outsourced Service Provider plugin adds the Outsourced Customer Service Guided
Setup section. Navigate to Outsourced Customer ServiceGuided Setup and use the tasks in this section to configure Outsourced Service Providers.
**Related concepts**   

* [Outsourced Service Provider agent tasks](https://www.servicenow.com/docs/UD~Vg2GizaSiPCSgYMGHLQ "Outsourced service provider agents (OSPs) extend the capabilities and reach of an organization’s customer service operations by providing basic customer service to customers and consumers.")
* [Outsourced Service Provider manager tasks](https://www.servicenow.com/docs/CIJl4uTpJ9pQtPEtCnBrcw "Manage various tasks as an Outsourced Service Provider (OSP) Manager, including onboarding Outsourced Service Provider agents, viewing unassigned cases, and assigning cases to groups or agents under your supervision.")
* [Roles for Outsourced Customer Service](https://www.servicenow.com/docs/HjrPQZP~8rUDDgxD8TA~hg "Outsourced Service Providers (OSPs) are organizations that an enterprise engages to provide customer service to external customers. The OSPs manage cases for customers associated to their organization.")  
**Related tasks**   

* [Set up Outsourced Customer Service](https://www.servicenow.com/docs/LI1GqDi6MCFhjKgSW43KHA#configure-ocs "Configure various aspects of Outsourced Customer Service based on the specific requirements of your organization.")

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