--- sourceDocument: Brazil Field Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/field-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Field Service Management ft:clusterId : - fsm bundleId : - fsm workflow : - Customer and Industry --- # Integration with Customer Service Management # Integration with Customer Service Management {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Integration with Customer Service Management This integration connects ServiceNow's Customer Service Management (CSM) and Field Service Management (FSM) applications, enabling seamless visibility and management of work orders related to customer cases. It allows users, agents, customers, and consumers to view and interact with work order information linked to service cases directly within both the FSM application and the Customer Service or Consumer Service Portals. Show full answer Show less ## Key Features * **Work Order and Case Linking:** When agents create a work order from a customer service case, the work order and tasks automatically include relevant case information such as account and contact details. * **Portal Visibility:** Customers and consumers can view case-related work orders and tasks through the Customer Service and Consumer Service Portals, enhancing transparency and communication. * **Role-Based Access:** * Customer service agents and managers with the appropriate roles can create and view all work orders and appointments linked to their cases. * External users with the sncexternal role can create and view case-related work orders and appointments for their accounts or related accounts. * **Field Enhancements in FSM:** The Work Order form in FSM now includes additional fields (Account, Consumer, Contact, Asset, Partner, Partner Contact) that link to case details. Updates to Account and Contact fields on the work order form automatically update related company and caller fields. * **Customer Service Portal Enhancements:** A new Work Orders link is added to portal headers, providing users with a list of related work orders including key details like number, priority, state, and description. Access to work orders is controlled based on customer roles. * **Field Mapping Configuration:** Administrators can define mappings between case fields and work order fields to automatically copy relevant data when a work order is created from a case. ## Important Considerations * There is no automatic synchronization from the Case form back to the Work Order form; changes in case information do not update existing work orders. * The integration requires the Customer Service with Field Service Management plugin along with the Customer Service Management, Field Service Management, and Customer Service Portal components. ## Practical Benefits for ServiceNow Customers This integration streamlines coordination between customer service and field service teams by linking cases with actionable work orders. It improves visibility for both agents and customers, supports role-based access to relevant service data, and simplifies data management through configurable field mappings. Customers can expect enhanced service delivery efficiency and better tracking of service activities related to their cases. Provides an integration between the Customer Service Management and Field Service Management applications. Users can view account and contact information on work orders and work order tasks in the Field Service Management application. Customers and consumers can view case-related work orders from the Customer Service and Consumer Service Portals. When an agent creates a work order from a customer service case, the work order and task forms include case-related information such as the account and contact. When a customer or a consumer views a case from either the Customer or Consumer Service Portals, they can view the details of any work orders and tasks related to the case. ## Product use rights included with this application {#customer-service-integration__section_idj_www_bkb} If you have purchased a subscription for the Customer Service Management application and have the customer service agent \[sn_customerservice_agent\] or the customer service agent manager \[sn_customerservice_manager\] role, you can create and view all work orders and appointments related to your case. If you are an external user with the snc_external role, you can create and view all case-related work orders and appointments related either to your account or a related account. ## Customer Service with Field Service Management plugin The Customer Service with Field Service Management plugin (com.snc.csm_fsm_integration) integrates the Field Service Management and Customer Service Management applications. This plugin requires: * Field Service Management * Customer Service Management * Customer Service Portal {#customer-service-integration__ul_pgl_yw1_4y} ## Changes to the Field Service Management application In the Field Service Management application, this integration adds the following fields to the Work Order form. These fields are visible in the Case view. To display these fields, right-click the Work Order form header and select ViewCase. * Account * Consumer * Contact * Asset * Partner * Partner Contact {#customer-service-integration__ul_ed4_151_4y} Updating the Account field on the Work Order form also updates the Company field. Updating the Contact field on the Work Order form updates the Caller field. ## Changes to the Customer Service Management application In the Customer Service Management application, this integration adds the Work Orders link to the Customer Service Portal and Consumer Service Portal headers. Click this link to view a list of work orders, including the work order number, priority, state, and short description. The work orders displayed in this list on the Customer Service Portal depend on the customer role: customer, customer admin, partner, or partner admin. Click a work order in this list to display the work order details. ## Known limitations There is no synchronization between the Work Order form and the associated Case form. If information changes on the Case form, it does not get updated on the Work Order form. * **[Map case fields with work order table](https://www.servicenow.com/docs/w9wycr3~OxmgucPff18_lA)** Define the fields you want to map between the case and the target work order table fields that you have already configured. This configuration automatically copies the values of mapped fields from the case to the work order when creating a work order from the case. *[\>]: and then