Activate Playbooks for Customer Service Management (CSM)

Activate Workflow Studio Playbooks on your instance so that you can create Playbooks triggered by CSM tables.

시작하기 전에

Role required: admin

이 태스크 정보

In order to create Playbooks in Workflow Studio that are triggered by CSM tables and custom tables that extend from them, you need to purchase a subscription to CSM.

To purchase this subscription, contact your ServiceNow account manager. Your account manager can arrange to have the plugin activated on your organization's production and subproduction instances, generally within a few days.

If you don't have an account manager, decide to delay activation after purchase, or want to evaluate the product on a subproduction instance without charge, follow these steps to enable the Playbooks for Customer Service Management [com.sn_csm_playbook] plugin:

프로시저

1. Navigate to All > System Applications > All Available Applications > All.
2. Select Request plugin to open the Activate Plugin form on Now Support.
3. On the Activate Plugin form, provide the following information.

   표 1. Activate Plugin form

   Field	Description
   What is your target instance	Select the instance that you want to activate the plugin on.
   Which plugin would you like to activate	Select the name of the plugin to activate. 주: If the system doesn't list the plugin you want or if you're activating the plugin on an OEM or on-premise instance, select the Plugin I'm looking for is not listed check box and then enter the name of the plugin.
   Select Maintenance Date and Time	Select the date and time to activate the plugin.

   For example, see the following form to activate the Event Management plugin on an instance named SNC Instance.

4. Select Submit.
   After the maintenance window, the system installs the plugin on your instance. To confirm the installation, go to the Installed tab in the Application Manager.

결과

Enabling the Playbooks for Customer Service Management [com.sn_csm_playbook] plugin lets you create playbooks for these tables and their extensions:

• Account [customer_account]
• Case [sn_customerservice_case]
• Change Request [change_request]. Requires Customer Service with Service Management (com.sn_cs_sm)
• Consumer [csm_consumer]
• Contact [customer_contact]
• Escalation [sn_customerservice_escalation]
• Household [csm_household]
• Incident [incident]. Requires Customer Service with Service Management (com.sn_cs_sm)
• Interaction [interaction]
• Order [csm_order]. Requires Customer Service Management for Orders (com.snc.csm.order)
• Order Line Item [csm_order_line_item]. Requires Customer Service Management for Orders (com.snc.csm.order)
• Problem [problem]. Requires Customer Service with Service Management (com.sn_cs_sm)
• Request [sc_request]. Requires Customer Service with Request Management (com.sn_cs_sm_request)
• Service Organization [sn_customer_service_organization]. Requires Service Organization (com.snc.service_organization)
• Task [sn_customerservice_task]

주:

If you create a custom table that extends a CSM table such as Case, you can create playbooks that trigger from it.