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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Configure

# Configuring Critical Event Management {#ariaid-title1}

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

As an admin you can customize the Critical Event Management application by installing the
application and reviewing and
configuring the components that are installed with the application.

## Configuration overview {#configure-critical-event-management__cf-config-parent-checklist}

* [Install Critical Event Management](https://www.servicenow.com/docs/pX7Ij~6~D5Gjf0wI1oW3bA "You can install the Critical Event Management application with the admin role. If the demo data and related applications aren’t installed by default, the application includes demo data to install them.")

  Install the Critical Event Management application.
* [Configure Critical Event Management groups](https://www.servicenow.com/docs/vYtTghZr3Obi8FTwYI~hAw "Create groups and assign roles to individuals in the group.")

  Create groups, add members to the group, and assign roles to the members.
* [Define communication plans, tasks, and recipients](https://www.servicenow.com/docs/SWXKBzS_Re22wjcTqSlTJA "Define the communication plan, tasks, and recipients that help the agent create a communication task to send out mass notifications.")

  Customize communication plans, create tasks, and add recipients.
* [Configure Twilio to send SMS notifications](https://www.servicenow.com/docs/qOs7YVf7k9DtMpnTf7S6mA "To enable the SMS feature for sending notifications, configure the Twilio telephony service.")

  Send communications using the SMS feature for Twilio.
* [Configure Critical Event Management application properties](https://www.servicenow.com/docs/1eAwIudkZiDWKDq2x1sPYQ "Configure the application properties for Critical Event Management (CEM) to access the map feature on the dashboard and to. set the maximum contacts for Email and SMS according to organizational needs.")

  Configure important details for the Critical Event Management application.
* [Configure notification templates to send email](https://www.servicenow.com/docs/c~p48MWM_WVTUv6Per4uaA "Configure notification templates that agents can use to compose and send emails during a critical event.")

  Add or edit a notification template.
* [Configure emergency procedures for employee portal](https://www.servicenow.com/docs/5uLf500~RAVUCTF_vPA5Qg "Configure the knowledge articles that appear in the Policies and Procedure section of the Workplace Emergency page.")

  Add knowledge articles about emergency procedures or edit existing ones.
{#configure-critical-event-management__cf-config-parent-tasks-ul}