---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Configuring Customer Service Management

# Configuring Customer Service Management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

Set up the features, components, and integrations that you need to provide service and support to your customers.

|-|-|-|
| [Set up your environment Plan and configure your CSM environment, import foundational data, and set up access management.](https://www.servicenow.com/docs/V1EjiYj0TIzQOr5BNYhJ3A "Begin your customer journey by preparing your Customer Service Management environment with data models, customer data, product data, user management, and case management tools to go live.") | [Organize agent workspaces Configure intuitive workspaces with advanced routing and management features and case management capabilities.](https://www.servicenow.com/docs/PTqxvAjqLRyu0kRbmgU_0w "Configure agent workspaces and boost efficiency by optimizing interfaces, setting up case management and routing, and integrating tools for smooth case handling.") | [Enable communication channels Set up customer communication channels, including voice, email, web, and messaging.](https://www.servicenow.com/docs/MuNLBiUjBCssKPUld96otg "Set up multiple communication channels so that customers can contact you through their preferred methods.") |
| [Implement intelligence Set up Intelligence features to automate routine tasks and provide recommended content to agents.](https://www.servicenow.com/docs/AFR4YPJSlP1tVYRILN6waA "Integrate intelligence features to automate routine tasks and provide relevant content, enabling a quicker, more personalized customer experience.") | [Set up self-service Create self-service portals for customers that are integrated with knowledge, communities, service catalogs, and chatbots.](https://www.servicenow.com/docs/0Xnx3VYnChDUiIr5fAIcLA "Creating a self-service portal helps customers resolve issues independently. You can integrate features like knowledge bases, chatbots, and appointment booking for easy access to information.") | [Extend capabilities Add additional features to further extend the capabilities of your Customer Service Management environment.](https://www.servicenow.com/docs/xAm3hAtXPlbruJnZpWPBQA "To extend your Customer Service Management environment, integrate additional applications and features. This enhances functionalities and improves support for more efficient interactions.") |
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{#configure-customer-service__table_iwv_lpv_klb}

[Set up your environment](https://www.servicenow.com/docs/V1EjiYj0TIzQOr5BNYhJ3A "Begin your customer journey by preparing your Customer Service Management environment with data models, customer data, product data, user management, and case management tools to go live.")

:   Begin your customer journey by setting up your Customer Service Management environment. This setup involves planning and configuring your system with essential components such as data models, customer data, product
    data, and user management tools. Additionally, import your foundation data, set up access controls, and configure case management tools to go live.

[Organize agent workspaces](https://www.servicenow.com/docs/PTqxvAjqLRyu0kRbmgU_0w "Configure agent workspaces and boost efficiency by optimizing interfaces, setting up case management and routing, and integrating tools for smooth case handling.")

:   Configuring your agent workspaces is crucial for improving the efficiency and effectiveness of your customer service team. To get started, set up and optimize your agent workspaces by configuring interfaces, landing
    pages, and record pages. This process involves setting up case routing, implementing advanced case management features. It also includes integrating agent tools for smooth case handling and streamlined workflow
    management.

[Enable communication channels](https://www.servicenow.com/docs/MuNLBiUjBCssKPUld96otg "Set up multiple communication channels so that customers can contact you through their preferred methods.")

:   To facilitate seamless customer interactions across various platforms, it's essential to set up and configure multiple communication channels. This approach ensures that customers can reach your service through their
    preferred methods, enhancing their overall experience. Set up and configure a variety of communication channels to facilitate customer interactions. Such methods include voice, email, chat, web, messaging, phone,
    engagement messenger, and omnichannels.

[Implement Intelligence](https://www.servicenow.com/docs/AFR4YPJSlP1tVYRILN6waA "Integrate intelligence features to automate routine tasks and provide relevant content, enabling a quicker, more personalized customer experience.")

:   Implementing intelligence features in Customer Service Management helps you achieve a quicker and more personalized customer experience. Set up these features to automate routine tasks and deliver relevant content to you, helping you to focus on more complex
    case resolutions.

[Set Up Self-Service](https://www.servicenow.com/docs/0Xnx3VYnChDUiIr5fAIcLA "Creating a self-service portal helps customers resolve issues independently. You can integrate features like knowledge bases, chatbots, and appointment booking for easy access to information.")

:   Creating and enabling a self-service portal equips you to resolve issues independently and access information. Set up self-service portals by integrating features such as knowledge bases, communities, service catalogs,
    chatbots, walk-up experiences, and appointment booking.

[Extend Capabilities](https://www.servicenow.com/docs/xAm3hAtXPlbruJnZpWPBQA "To extend your Customer Service Management environment, integrate additional applications and features. This enhances functionalities and improves support for more efficient interactions.")

:   To extend your Customer Service Management environment, integrate additional applications and features. This expansion broadens your system's functionality, enhances process management, and improves support tasks. As a
    result, you experience more efficient interactions and better overall support.