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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Integrating with Financial Management

# Integrating with Financial Management {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Integrating with Financial Management

The integration between Customer Service Management (CSM) and Field Service Management (FSM) with the ServiceNow Financial Management application enables organizations to allocate, track, and report on expenses efficiently.
This integration breaks down expenses into detailed allocations linked to specific segments and accounts, supporting cost transparency and financial governance.
Show full answer Show less  
Financial administrators can manage these allocations using the Financial Management workbench, accessible via the Cost Transparency \> Workbench module, which offers a graphical interface for expense allocation.

## Key Features

* **Plugins:** Separate plugins for CSM and FSM enable integration and add related dashboards based on cost allocations. The CSM plugin includes demo data for fiscal years FY16: Q1 through FY17: Q2, while the FSM plugin does not.
* **Cost Models:** Defined sets of rules that determine how expenses are allocated. For CSM, models include allocation by individual B2B customer accounts and communication channels. For FSM, the model allocates expenses by company.
* **Segment Hierarchy:** Accounts are organized into hierarchical segments that support expense roll-ups from lower to higher levels. Each cost model uses a distinct hierarchy combining assignment groups, products, and accounts or companies.
* **Account Buckets:** Categories used to organize cleansed expenses before allocation. Common buckets include Facilities, IT Chargeback, Payroll, Professional Fees, Supplies, Training, and Other Expenses.
* **Allocation Metrics:** Rules to split allocations based on relevant dimensions such as number of cases, case resolution time, number of work order tasks, and total task completion time. Specific metrics exist for both CSM and FSM to ensure accurate distribution aligned with operational activities.
* **User Roles:** Roles such as costtransparencyanalyst and financialmgmtadmin control access to the Financial Management workbench, ensuring appropriate permissions for managing financial data.
* **Dashboards and Reports:** Performance Analytics content packs for both CSM and FSM provide financial dashboards (CSM Financials and FSM Financials) to visualize cost allocations and financial performance. These dashboards are accessible under Performance Analytics \> Dashboards.

## Practical Benefits for ServiceNow Customers

* Gain detailed visibility and control over service-related expenses through integrated financial tracking and allocation.
* Leverage predefined cost models and allocation metrics to align financial data with operational activities in customer service and field service environments.
* Utilize graphical tools and dashboards to simplify financial analysis and decision-making.
* Ensure accurate expense allocation across multiple segments and accounts, aiding budgeting, forecasting, and reporting processes.
* Manage permissions effectively with dedicated roles to secure financial management activities.  
Customer Service Management and Field Service Management provide an integration with
the ServiceNow®
Financial Management application as well as dashboards and reports.

The Financial Management application enables you to allocate, track, and report on expenses
in your organization. When the Financial Management application allocates an expense, it
breaks down the expense into detailed amounts of money called allocations. These allocations
can be associated with specific segments and accounts for a specific cost model. The
integration with Financial Management provides cost allocations for Customer Service Management and Field Service Management.

Use these cost allocations on the Financial Management workbench, which provides financial
administrators with a graphical interface to allocate expenses. Access the workbench through
the Cost TransparencyWorkbench module.

## Plugins {#csm-integration-financial-mgmt__section_y5x_xt2_d1b}

Two different plugins, one for Customer Service Management and one for Field Service Management, enable the integration with Financial Management. These plugins also add dashboards based on cost allocations.

* Performance Analytics - Content Pack - Financial Management for Customer Service plugin (com.snc.pa.fm.csm).
* Performance Analytics - Content Pack - Financial Management for Field Service Management plugin (com.snc.pa.fm.fsm)
{#csm-integration-financial-mgmt__ul_z5h_nwk_d1b}  
The Performance Analytics - Content Pack - Financial Management for Customer Service plugin includes demo data for FY16: Q1 through FY17: Q2. The demo data includes records with the CSFM prefix, which indicates that the records are for the Customer Service Management integration with Financial Management. Activating the plugin adds these records to the Case (sn_customerservice_case) table.  
Note:  
The Performance Analytics - Content Pack - Financial Management for Field Service Management plugin doesn't include demo data.

## Cost models {#csm-integration-financial-mgmt__section_xbs_dbk_d1b}

A cost model is a set of rules, methods, and metrics that determines the allocation of
expenses. Select cost models on the Data Definitions tab of the Financial Management
workbench.  
For Customer Service Management, the integration with Financial Management provides these cost models:

* CSM Allocation Model for Cost Account: Allocates expenses for individual B2B customer accounts.
* CSM Allocation Model for Channels: Allocates expenses for communication channels.
{#csm-integration-financial-mgmt__ul_erp_fbk_d1b}

For Field Service Management, the integration with Financial Management provides this cost
model:

FSM Allocation Model for Company: Allocates expenses for companies.

## Segment hierarchy {#csm-integration-financial-mgmt__section_h5r_hhk_d1b}

All accounts in the chart of accounts belong to segments which are structured in a hierarchy. This hierarchy enables the roll-up of expenses from lower-level accounts and segments to higher-level accounts and segments.

* CSM Allocation Model for Cust Account uses this segment hierarchy: Assignment Group \> Product \> Customer Account.
* CSM Allocation Model for Channels uses this segment hierarchy: Assignment Group \> Product \> Channels.
* FSM Allocation Model for Company uses this segment hierarchy: Assignment Group \> Product \> Company.
{#csm-integration-financial-mgmt__ul_ffx_4rk_d1b}

## Account buckets {#csm-integration-financial-mgmt__section_eg2_qhk_d1b}

Use account buckets to categorize cleansed expenses before assigning them to accounts and
segments. Account buckets can be organized in parent-child relationships so that several
child buckets can refer to a single parent bucket.  
The Customer Support and Field Service Support account buckets include:

* Facilities
* IT Chargeback
* Payroll and Labor Expenses
* Professional Fees \& Services
* Supplies
* Training
* Other expenses
{#csm-integration-financial-mgmt__ul_l1w_35k_d1b}

## Allocation metrics {#csm-integration-financial-mgmt__section_psy_xbk_d1b}

Allocation metrics are rules that you can create and use to split an allocation based on dimensions such as:

* Number of Customer Service cases: Allocate expenses to a product based on the number of cases closed in a fiscal period.
* Total Customer Service case resolution time: Allocate expenses to a product based on the total hours worked on cases closed in a fiscal period.
* Number of Field Service work order tasks: Allocates expenses to a product based on the number of work order tasks completed in a fiscal period.
* Total work order completion time: Allocates expenses to a product based on the total hours worked on tasks completed in a fiscal period.
{#csm-integration-financial-mgmt__ul_szd_zhk_d1b}  
For Customer Service Management, the integration with Financial Management provides these allocation metrics:

* CSM Allocate to Assignment Groups by Headcount
* CSM Allocate to Product by # Cases
* CSM Allocate to Product by Case Time Worked Duration
* CSM Rollup from AssgGrp to Product by # Cases
* CSM Rollup from AssgGrp to Product by Case Time Worked Duration
* CSM Rollup from Product to Account by # Cases
* CSM Rollup from Product to Account by Case Time Worked Duration
{#csm-integration-financial-mgmt__ul_o2s_zbk_d1b}  
For Field Service Management, the integration with Financial Management provides these allocation metrics:

* FSM Allocate to Assignment Groups by Headcount
* FSM Allocate to Product by # Work Orders
* FSM Rollup from Product to Company by # Work Orders
{#csm-integration-financial-mgmt__ul_pz2_2ck_d1b}

## User roles {#csm-integration-financial-mgmt__section_i2d_1dk_d1b}

These roles can access the Financial Management workbench (Cost TransparencyWorkbench):

* cost_transparency_analyst
* cost_transparency_admin
* financial_mgmt_user
* financial_mgmt_admin
{#csm-integration-financial-mgmt__ul_ysw_zmk_d1b}

## Dashboards and reports {#csm-integration-financial-mgmt__section_vb1_hrl_d1b}

The Performance Analytics - Content Pack - Financial Management for Customer Service and Performance Analytics - Content Pack - Financial Management for Field Service Management plugins provide the following dashboards:

* CSM Financials Dashboard
* FSM Financials Dashboard

{#csm-integration-financial-mgmt__ul_o54_lrl_d1b}Navigate to Performance AnalyticsDashboards and select the desired dashboard from the Dashboard menu.
**Related topics**   

* Financial Management
* Financial Management Workbench

*[\>]: and then