Plugins activated with Customer Service Management

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

    • The Customer Service plugin activates several related plugins, if they aren’t already active.

    Table 1. Plugins automatically activated with Customer Service
    Plugin Description
    Assessment

    [com.snc_assessment_core]

    		 Enables you to create surveys, send surveys, collect responses, and analyze and share survey results.
    Asset Management

    [com.snc.asset_management]

    		 Manage your assets, consumables, and software licenses.
    Assignment Workbench

    [com.snc.assignment_workbench]

    		 Customer service managers can use the workbench to evaluate agents based on configurable criteria, such as skills and availability, and then assign tasks to the desired agents.
    CSM Workspace

    [com.snc.agent_workspace.csm]

    		 Supports various functions required by customer service agents in the workspace user interface.
    Customer Service Base Entities

    [com.snc.cs_base]

    		 Provides granular access control through relationships, user profile attributes, and roles.
    Customer Service Portal Classic

    [com.glide.service-portal.customer-portal]

    		 This plugin enables the Customer Service Portal, a version of the web portal based on the Service Portal application.
    Customer Service Social Integration

    [com.sn_cs_social]

    		 Adds the appropriate data schema changes for social integration scenarios.
    Customer Service Spoke

    [com.snc.customer_service.spoke]

    		 Provides actions for flow designers to use when creating Customer Service Management business processes.
    Glide Conversation Server

    [com.glide.cs]

    		 Enables the Virtual Agent web clients, Connect Support, conversation branding settings, and Live Agent conversation settings.
    Many to many task relations

    [com.snc.task_relations]

    		 Enables the definition of relationships between different tasks.
    OpenFrame

    [com.sn_openframe]

    		 An interface used to integrate external communication systems with the ServiceNow AI Platform. This plugin provides a UI frame that is accessible and available anywhere within ServiceNow application screens.

    The Customer Service Management application uses a combination of Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers.
    Process Flow Formatter

    [com.snc.process_flow_formatter]

    		 Displays a diagram of the process flow for a form.
    Resolution Shaper

    [com.sn_resolutionshaper]

    		 Provides a visual display of activities and state changes of any task-based entity, such as a customer service case, at the top of the form view.
    Resource Matching Engine

    [com.snc.matching_rule]

    		 A general rule-based matching engine to match an input record to an output record using a condition builder and/or a script for advanced users.
    Skills Management

    [com.snc.skills_management]

    		 Enables you to organize skills data of service agents and employees in a centralized location. You can use this data to assign tasks based on skills and analyze skill gaps to identify coaching and training needs. You can also use it to optimize your workforce, create career growth plans, and perform skill-based hiring.
    Special Handling Notes

    [com.sn_shn]

    		 Activates the Special Handling Notes application, which enables you to view brief messages about records quickly. These notes can appear in an embedded or related list on a record form, or in a pop-up window.
    State Flows

    [com.snc.state_flows]

    		 Customize transitions from one state to another in tables derived from the Task [task] table and configure the system to perform work during transitions to specific states.
    Subscriptions and Activity Feed Framework

    [com.snc.activity_subscriptions]

    		 Provides a generic set of artifacts to handle subscriptions for any defined subscribable object.

    Any entity can be defined as a subscribable object and a set of subscribers can subscribe to the objects. When an event occurs related to the subscribable object, activities can be tracked and subscribers can be notified.
    Task Activities

    [com.snc.task_activity]

    		 Enables support for activities on task tables.
    Virtual Agent Service Portal Widgets

    [com.glide.va.sp_widgets]

    		 Activates the Service Portal for use as a Virtual Agent web client.