---
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


---

# Include a combined CSM and ITSM add-in icon

# Include a combined CSM and ITSM add-in icon in Microsoft Outlook {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Enable users to access both CSM and ITSM through one combined add-in icon.

## Before you begin

Role required: sn_customerservice.contact_manager and
sn_csm_proxy_cont

## Procedure

1. Go to your ServiceNow instance.
2. Navigate to ServiceNow Add-Ins for OfficeOffice Add-in Manifests.
3. Download the manifest files for CSM and ITSM.

   | Option | Description |
   | ServiceNow for CSM | Manifest file for CSM. |
   | ServiceNow for ITSM | Manifest file for ITSM. |
   |-|-|

   {#recommend-add-in-config__choicetable_izg_lwb_lpb}
4. Click Download Manifest.
5. Install the ServiceNow Add-in for Microsoft Outlook add-in.  
   Follow the procedure in [Install the ServiceNow Add-in for Microsoft Outlook](https://www.servicenow.com/docs/nMl9tklQfuIBpfprNYEAGg "Installing the ServiceNow Add-in for Microsoft Outlook enables you to interact with the ServiceNow platform from within Microsoft Outlook.").  
   The ServiceNow for CSM/ITSM icon appears in the header and users can view both the CSM and ITSM tasks through it.

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