Activate Workforce Optimization for Customer Service

Workforce Optimization for Customer Service solution is highly modular, offering a wide range of capabilities such as Channel Management, Scheduling, Coaching, and Teams applications in CSM Manager Workspace. The Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) plugin activates all other dependent plugins to enable users to the Channel Management, Scheduling, Coaching, and Teams applications in Workforce Optimization for Customer Service.

Before you begin

Important:

Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

The Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) plugin is available with the CSM Enterprise subscription package. To get access to all new features available with the new configurable workspace, activate the Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) plugin.

Role required: admin

Procedure

1. Navigate to All > System Applications > All Available Applications > All.
2. Find the plugin using the filter criteria and search bar.

   You can search for the plugin by its name or ID. If you cannot find a plugin, you might have to request it from ServiceNow personnel.

3. Select Install to start the installation process.
   Note:

   When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise, the following error appears: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.

   You will see a message after installation is completed. For information about the components installed with a plugin, see Find components installed with an application.