--- Release : - zurich ft:locale : - English ft:publication_title : - Zurich Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- Zurich Customer Service Management - [Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_CustomerServiceManagement.html?contentId=0MO3e1x93QZTemtF9rveMw) - [Explore](https://www.servicenow.com/docs/r/zurich/customer-service-management/exploring-csm.html?contentId=H7uHggorrlQpTi2rZs98aQ) - [Data management](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-data-management.html?contentId=LWD9hMhdL3LGx918keM59g) - [Self-service](https://www.servicenow.com/docs/r/zurich/customer-service-management/self-service-options-csm-customers.html?contentId=wMS594~AxZaqNJOQrPIPWQ) - [Omnichannels for communicating with customers](https://www.servicenow.com/docs/r/zurich/customer-service-management/omnichannels-communicating-customers.html?contentId=HJSL8Si_DijUDSO1WXwzNQ) - [Workforce Optmization for Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/configurable-wfo-cs.html?contentId=rgdoQjE99M6qmkGNFiNT_Q) - [Agent experience](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-exp.html?contentId=bxsSoefBXbOJeKiXovibLg) - [Case management](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-management.html?contentId=xVXYtGmYfNzXATZu~7TllQ) - [Intelligence](https://www.servicenow.com/docs/r/zurich/customer-service-management/intelligence-csm.html?contentId=29w88ujH7ALvZwM3RlwYqQ) - [Analytics and insights](https://www.servicenow.com/docs/r/zurich/customer-service-management/analytics-and-insights.html?contentId=LDnpEAT~hi~XqnfWWpFrvA) - [Optimization](https://www.servicenow.com/docs/r/zurich/customer-service-management/optimization.html?contentId=J2cD4hNvBo2lDj2GDJLGZQ) - [Configure](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-customer-service.html?contentId=VQyBYRsZyzQei1T_veOEIg) - [Set up your environment](https://www.servicenow.com/docs/r/zurich/customer-service-management/set-up-your-environment.html?contentId=zJiBC0dHK6PfVJwowPtSoQ) - [Getting started with Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/data-management.html?contentId=vAC6HQ5rljwc7L46CAob8g) - [Activate Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ActivateCustomerService.html?contentId=lhMoX8yho0NbflikQC8VUw) - [Plugins activated with Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/plugins-activated-with-csm.html?contentId=RASaKMiAf000g83qFjpVQQ) - [Additional plugins for Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_CustServMgmtAddtlPluginsTable.html?contentId=yLaiS72dAP2C_P1kZCzx0Q) - [Customer Service properties](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-csm-properties.html?contentId=r61ZjzTFFiLplSUKxdukNA) - [Configure foundation data](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-csm-foundation-data.html?contentId=Kyt4O355zdVGu3usN13jRg) - [Customer data](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-data.html?contentId=j1u9EkuvlQxG9aGLanuWiQ) - [Configure accounts and contacts](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-csm-accounts-contacts.html?contentId=W7JHvqaFPSG8adwQwuAquA) - [Import accounts and contacts with guided setup](https://www.servicenow.com/docs/r/zurich/customer-service-management/import-csm-accounts.html?contentId=rD20vllEyvrsdfB2uxxa2A) - [Account codes and account paths](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-account-code-account-path.html?contentId=kH9JUOUPPpNd4xyKHe3Dzw) - [Set the account code property](https://www.servicenow.com/docs/r/zurich/customer-service-management/set-csm-account-code-property.html?contentId=86xAh4lqN2uPfWCZlZ7a8w) - [Create customer accounts](https://www.servicenow.com/docs/r/zurich/customer-service-management/import-create-csm-accounts.html?contentId=9GdB1Ji~7PxtiNTFBDNz~Q) - [Create additional account addresses](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-account-address.html?contentId=ddRtqd3BPZ~3kZ0BmaNEhA) - [Create customer contacts](https://www.servicenow.com/docs/r/zurich/customer-service-management/import-create-csm-contacts.html?contentId=jxVVcN5vG_XWmfnL79T5cw) - [Create customer relationships](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_CustomerServiceRelationships.html?contentId=FVq_b_HCF_ZTFk3qO_aL3g) - [Account hierarchy](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_AccountHierarchy.html?contentId=~XZ6keSUgCA~cONyRD6c1A) - [Create an account hierarchy](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CreateAnAccountHierarchy.html?contentId=ckfDr7Xzx_1oBhxSGQMHxw) - [Bi-directional account relationships](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_AccountRelationships.html?contentId=DafFgqmvRRiHNYe93WiGCg) - [Create an account relationship type](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CreateAccountRelationshipType.html?contentId=piEmO7NqfqFfZmD6PGgv6Q) - [Create an account relationship record](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CreateAcctRelationshipRecord.html?contentId=QYuXnNY3a61pYKD5oSqdoA) - [Contact relationships](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_ContactRelationships.html?contentId=kGJ7HI77VOTe98fJLyv_lg) - [Configuring a contact relationship](https://www.servicenow.com/docs/r/zurich/customer-service-management/configuring-contact-relationship.html?contentId=kN_9WVlwPwc8ZJslWBOH4A) - [Create a contact relationship for an account](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CreateAContactRelationship.html?contentId=gAeTJ~3b3qFWLInqPfOP6g) - [Creating an account team](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-csm-account-teams.html?contentId=~k62Z3p4C7teQ4K3AQcWPQ) - [Assign a team member to an account](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_AssignTeamMemberToAccount.html?contentId=F5JMDh4QhD4Bamyi_GglkQ) - [Enhanced address data model for accounts](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-enable-enhanced-address-data-model.html?contentId=ciTcFjxWWYGqUJFsJk~LGw) - [Account Address table](https://www.servicenow.com/docs/r/zurich/customer-service-management/account-address-table.html?contentId=zrmxez~rKypZrBbV5WpDUw) - [Account address access for contacts](https://www.servicenow.com/docs/r/zurich/customer-service-management/account-address-access-for-contacts.html?contentId=wNx~uNvRGoMntIRmgn0Hgg) - [Enable enhanced address model for accounts](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-enhanced-address-model.html?contentId=zch~9VtoStRvkVKl2zWdlw) - [Associate an address to an account](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-address-account.html?contentId=Vc~9D4~rOVx8QjAYLXbKTQ) - [Reusing addresses between multiple accounts](https://www.servicenow.com/docs/r/zurich/customer-service-management/reuse-account-addresses.html?contentId=cH9mGxHnGAr7fCV~pIF_NA) - [Address sharing through account hierarchy](https://www.servicenow.com/docs/r/zurich/customer-service-management/address-sharing-account-hierarchy.html?contentId=wZijeobKzg9~LHWLY~6MUg) - [Share an address through non-related accounts](https://www.servicenow.com/docs/r/zurich/customer-service-management/address-sharing-non-related-accounts.html?contentId=imSL9GYJCL2Mo9M5DNyzGg) - [Deleting or editing an address on the location form](https://www.servicenow.com/docs/r/zurich/customer-service-management/delete-address-location-form.html?contentId=sIm7rOK2lorxq8i29wGqhA) - [Data migration from Location to Account Address table](https://www.servicenow.com/docs/r/zurich/customer-service-management/migrate-data-location-address-table.html?contentId=aCizLfQtg086plRQnkim6w) - [Domain separation for the Account Address table](https://www.servicenow.com/docs/r/zurich/customer-service-management/account-address-domain-separation.html?contentId=DL~3d1ipVFxOQ9M0m5VxXA) - [Configure consumers](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-csm-consumers.html?contentId=dzK4Atsghk04IUSVig0lOg) - [Import consumers with guided setup](https://www.servicenow.com/docs/r/zurich/customer-service-management/import-csm-consumers.html?contentId=q0IbyweYcl2qim9C~WkW9Q) - [Create consumers](https://www.servicenow.com/docs/r/zurich/customer-service-management/import-create-csm-consumers.html?contentId=MQ6HPhdPrcCFdg~mqdBzzA) - [Create additional consumer addresses](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-consumer-address.html?contentId=q5iNg6j8QFQD3jayx_T4RA) - [Create a relationship between two consumers](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-user-consumer-relationship.html?contentId=CmhuQ6rU9rODUB54Cucm0w) - [Assign a team member to a consumer](https://www.servicenow.com/docs/r/zurich/customer-service-management/assign-team-member-to-consumer.html?contentId=LHNhkx68I05rlO25SSH0FQ) - [Creating multiple consumer profiles for a user](https://www.servicenow.com/docs/r/zurich/customer-service-management/consumer-profiles-configuration.html?contentId=UhVobWAzbAQEvot11vS1vg) - [Tables used by consumer profiles](https://www.servicenow.com/docs/r/zurich/customer-service-management/consumer-profiles-tables.html?contentId=i_djsFDemEFuyVjwiIoleA) - [Consumer Profile Location table](https://www.servicenow.com/docs/r/zurich/customer-service-management/consumer-profile-location-table.html?contentId=zfyqFJgJE2bFhU10XVHQLQ) - [Associating locations to consumer profiles](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-loc-to-consumer-profile.html?contentId=PvDQPFGGwuXBVREyntZH3g) - [Associate consumer location with profile](https://www.servicenow.com/docs/r/zurich/customer-service-management/assoc-existing-consumer-loc.html?contentId=QFc3x3LXNyKJNLFx2ogCew) - [Create and associate a location to a consumer profile](https://www.servicenow.com/docs/r/zurich/customer-service-management/creating-loc-and-assoc-to-consumer-profile.html?contentId=PKa5i3H2uT5Lal8orol80g) - [Configuring households](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-households.html?contentId=sGFGH1GujkMqaUrXOvzoAw) - [Create or update a household](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-consumer-household.html?contentId=9JW7BizvJpreon7Q2GnG1A) - [Add consumers to a household](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-consumer-to-household.html?contentId=Uhg0G3KT1_X1NmKlxFihig) - [Create a relationship between household members](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-household-member-relation.html?contentId=hHgzvqkCCrEYI5ctUuk40Q) - [Assign a team member to a household](https://www.servicenow.com/docs/r/zurich/customer-service-management/assign-team-member-to-household.html?contentId=sbVaNQAjJQOS5NcETyxJDA) - [Create and manage cases for a consumer or household](https://www.servicenow.com/docs/r/zurich/customer-service-management/manage-household-consumer-cases.html?contentId=69XBEgD04DkBwqVpq1SUDA) - [Create entitlements for a household](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-household-entitlements.html?contentId=BF_wG6TYL~7I2pZT~~28KQ) - [Create service contracts for a household](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-household-contracts.html?contentId=JLL51MJIvoYaJbgDVEzpYw) - [Consumer Service Portal changes](https://www.servicenow.com/docs/r/zurich/customer-service-management/industry-data-model-portal-changes.html?contentId=Foh3eRKoog6Mi79J7y9O3w) - [Billing accounts](https://www.servicenow.com/docs/r/zurich/customer-service-management/configuring-billing-accounts.html?contentId=4WI7Jdha78Z7YsrAENGQSw) - [Configuring billing accounts](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-billing-accounts.html?contentId=c~X7zZGJLPhnAEztjxibng) - [Install billing account](https://www.servicenow.com/docs/r/zurich/customer-service-management/install-billing-account.html?contentId=wJkiEVred82EEMjuYQ4GtQ) - [Billing account tables and plugins](https://www.servicenow.com/docs/r/zurich/customer-service-management/billing-account-tables-and-plugins.html?contentId=TUSn7mMrDuyJ4awtyUs24Q) - [Roles installed with billing accounts](https://www.servicenow.com/docs/r/zurich/customer-service-management/roles-installed-with-billing-accounts.html?contentId=CTh6~StwTuY9_5~wnez7Rg) - [Add related parties to a billing account](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-related-parties-to-a-billing-account.html?contentId=YW02KRkOP54yNKk3tgKzLA) - [Associate a location with a billing account](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-location-with-billing-account.html?contentId=NLZFQXk0uYsZMz~BO8ILBQ) - [Set up payment details for a billing account](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-payment-profile-to-billing-account.html?contentId=68xT0c~i30AHIW_4a0ubCg) - [Set up a billing schedule for a billing account](https://www.servicenow.com/docs/r/zurich/customer-service-management/set-up-billing-schedule-for-billing-account.html?contentId=vKhj2juy4MY~TStZGPUboQ) - [User management](https://www.servicenow.com/docs/r/zurich/customer-service-management/user-management.html?contentId=GBLgE3sdsnhi8zcHVeqNUg) - [Configure users and groups](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-csm-users-groups.html?contentId=ge7DqbvzyW~M8OMI5E7m6Q) - [Assign roles to CSM users](https://www.servicenow.com/docs/r/zurich/customer-service-management/assign-csm-roles.html?contentId=BTtDh8jck4zt5fWg~WTmYw) - [Configuring a Unified User](https://www.servicenow.com/docs/r/zurich/customer-service-management/configuring-unified-user.html?contentId=AUNDqxDtJj_kzIinsWIXsA) - [Configuring a user as a Unified Consumer](https://www.servicenow.com/docs/r/zurich/customer-service-management/configuring-employee-as-a-consumer.html?contentId=X6pj1vFPUXmu~7oIBfCYNA) - [Roles installed with Employee as a Consumer](https://www.servicenow.com/docs/r/zurich/customer-service-management/roles-installed-with-employee-as-consumer.html?contentId=6sdX7PYJJqCH6Qd3MCzcbw) - [Supported and unsupported roles and features](https://www.servicenow.com/docs/r/zurich/customer-service-management/features-supp-and-unsupp-by-unified-consumer.html?contentId=OzoWjOf_2gwiJfxNNlrAaw) - [Setting up a user as a Unified Consumer](https://www.servicenow.com/docs/r/zurich/customer-service-management/setting-up-a-user.html?contentId=zAzD1urmFbtf768VN7EATQ) - [Activate Unified Consumer](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-unified-consumer.html?contentId=13PhOx~pGfEuElfFck4ZFA) - [Assign the Unified Consumer role to a user](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-a-user-role.html?contentId=Lyp55H9rfE1~HNdS5_WmWA) - [Create and link unified consumer user](https://www.servicenow.com/docs/r/zurich/customer-service-management/associating-users-to-a-consumer-record.html?contentId=eooUDpsqpzSIKksQubI7mQ) - [Configure Contributor Users](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-contributor-user.html?contentId=vffUbKSlBaZakURFMpYNSQ) - [Contributor users](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-contributor-users.html?contentId=ZtYLYj01a4f9pdSulGVI~g) - [Contributor user roles](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-contributor-user-roles.html?contentId=kFpf8zjojBDnuuw6wXOAsQ) - [Configuring customer access management](https://www.servicenow.com/docs/r/zurich/customer-service-management/configuring-cam.html?contentId=5BKFouZPaxiZd7eHO3BFyw) - [Customer access management tables and plugins](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-cust-access-mgmt-tables.html?contentId=zNNYPh926AUZIJ1tIMIomA) - [Roles installed with customer access management](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_rolesinstalledwithcustaccessmgmt.html?contentId=qFEN_BSuOFhUU8CrZYoV_g) - [Assign granular roles to a functional role](https://www.servicenow.com/docs/r/zurich/customer-service-management/assign-granular-to-func-role-cam.html?contentId=o81I0WCFGbllenMKHrZcfA) - [Create a responsibility definition](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CreateAResponsibilityDefinition.html?contentId=WCbrzLxl9jgyh_ufc_o3iA) - [List of responsibilities provided with the base system](https://www.servicenow.com/docs/r/zurich/customer-service-management/list-of-reponsibilities-provided-with-base-system.html?contentId=LV7_6p5PhMkF28hQS10KfA) - [Creating a responsibility access configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/creating-responsibility-access-configuration.html?contentId=m3LLnLK9mad0TNv2Qi5A9g) - [Grant write access to a billing account related party](https://www.servicenow.com/docs/r/zurich/customer-service-management/grant-write-access-to-ba-related-party.html?contentId=hVZ73g4bhxF~wu6m1Cea6g) - [Configure responsibility access](https://www.servicenow.com/docs/r/zurich/customer-service-management/declarative-resposibility-framework.html?contentId=SH7QiWPjeEXgKn1e~aPpCw) - [Granular roles and entities in responsibility framework](https://www.servicenow.com/docs/r/zurich/customer-service-management/granular-roles-and-supported-entities-CAM.html?contentId=q6L5pbItx81g9MG8hat_mw) - [Create related party configurations](https://www.servicenow.com/docs/r/zurich/customer-service-management/adding-related-party-config-to-case.html?contentId=VMVg51EnwyLa3vwDNL55gQ) - [Configurations provided with the base system](https://www.servicenow.com/docs/r/zurich/customer-service-management/list-of-related-party-configurations.html?contentId=M20cjf7qhqmQsipFGc07Zw) - [Populate the Type field using the fix script](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-of-account-manager-responsibility-access.html?contentId=EGGFTZXaFtnbzaFlSrE9pw) - [Fix external user role assignments](https://www.servicenow.com/docs/r/zurich/customer-service-management/fixing-external-role-assignment.html?contentId=IISmqx7GAv6X021O7IYFUw) - [Users with possible non-intentional internal role assignments](https://www.servicenow.com/docs/r/zurich/customer-service-management/fix-csm-external-user-roles-task1.html?contentId=gyt6~xGvHfgGzuwHt0SefA) - [Users with possible intentional internal role assignments](https://www.servicenow.com/docs/r/zurich/customer-service-management/fix-csm-external-user-roles-task2.html?contentId=XzZs~qPmosV0xBTeEmth9g) - [Users with intentional internal role assignments](https://www.servicenow.com/docs/r/zurich/customer-service-management/fix-csm-external-user-roles-task3.html?contentId=fNatqJmFicvDTR6eLgiUjw) - [Prevent future internal role assignments for external users](https://www.servicenow.com/docs/r/zurich/customer-service-management/fix-csm-external-user-roles-task4.html?contentId=xmzH8n5hkH_cIV57CuGqKw) - [Product data](https://www.servicenow.com/docs/r/zurich/customer-service-management/product-data.html?contentId=vj80gAqBoJYYCsjGsoVsLg) - [Configure product data](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-csm-products.html?contentId=tPQA0DYxvx8EU9up_l4fiQ) - [Product models](https://www.servicenow.com/docs/r/zurich/customer-service-management/product-models.html?contentId=pMmojGd~7QzbwooCv8ipCA) - [Import product models with guided setup](https://www.servicenow.com/docs/r/zurich/customer-service-management/import-csm-product-models.html?contentId=_UKOMLQ451JpQFwmAxvkDQ) - [Create a product model](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_CreateAProductModel.html?contentId=rPnOSGRPJGTLUNdr~MO52A) - [Associate services with product models](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-service-offering-product.html?contentId=SwjRt2lN_XAp7EHnCqeblg) - [Configure product model and catalog item relationships](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-csm-product-model-items.html?contentId=hi9xt~WyV5UFCPAq6uamPg) - [Configure Install base](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-install-base.html?contentId=AUB0jAukAJWpThPeJLv0EA) - [Sold products](https://www.servicenow.com/docs/r/zurich/customer-service-management/sold-product.html?contentId=EplBDakynqhXMCS_hhAFeg) - [Import sold products with guided setup](https://www.servicenow.com/docs/r/zurich/customer-service-management/import-csm-sold-products.html?contentId=K0Ea32d7cPkqfu3sjQcwYg) - [Create a sold product](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-sold-item.html?contentId=u3Y0JInMw0cujqambPdhVw) - [Associate service offerings with sold products](https://www.servicenow.com/docs/r/zurich/customer-service-management/asssociate-service-offering-sold-prod.html?contentId=Nl1NfXrXI_UR~gZtWI3M_w) - [Associate sold products with contracts](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-sold-product-contract.html?contentId=~OjHNEvyZClORZGE5w38rg) - [Use hierarchical list view for sold products](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-hierarchial-list-view-for-sold-products.html?contentId=YVn6u35AJFgIZiZQikmmQw) - [Install base items](https://www.servicenow.com/docs/r/zurich/customer-service-management/install-base-item.html?contentId=u43E4B1pT5IIcCwhthSu5g) - [Import Install base items with guided setup](https://www.servicenow.com/docs/r/zurich/customer-service-management/import-csm-install-base-items.html?contentId=Bq~x7iP1rtrvCHxv0VBInQ) - [Create an Install base item](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-install-base-item.html?contentId=Taz2RgyVU1WeCeU23_bMog) - [Related list for an Install base item](https://www.servicenow.com/docs/r/zurich/customer-service-management/install-base-related-list.html?contentId=UpNO3qFb0G_xQBqH52AwrQ) - [Create a child Install base item](https://www.servicenow.com/docs/r/zurich/customer-service-management/child-install-base-item.html?contentId=nx5v1Z3yyXQbt3XppcnfUg) - [Create an entitlement](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-entitlement.html?contentId=eX9LdGIsxwwRUH9snSl3HQ) - [Edit a contract](https://www.servicenow.com/docs/r/zurich/customer-service-management/edit-contract.html?contentId=VZmyuW3wllR6~gvnXnPFEw) - [Associate multiple Install base items to a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-multiple-install-base-items-case.html?contentId=Hw5UE9OCv6OT1rDa64PdkA) - [Install base characteristics](https://www.servicenow.com/docs/r/zurich/customer-service-management/attributes-and-configuration-of-install-base-management.html?contentId=xUi0VCiwN~ndskfzQFqCsQ) - [Data model for the Install base item characteristics](https://www.servicenow.com/docs/r/zurich/customer-service-management/install-base-item-characteristics-data-model.html?contentId=ONawiYYY8Bk_uB8XPpOR8g) - [Security roles for the Install base characteristics](https://www.servicenow.com/docs/r/zurich/customer-service-management/security-roles-for-install-base-attributes.html?contentId=wz3ENNaVgZkykEqgsifQCw) - [Install base characteristics setup](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-install-base-characteristics.html?contentId=beFLHGwlm9F5Te_ss3pptQ) - [Asset and Install Base Class synchronization](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-a-sync-between-an-install-base-class-and-asset-class.html?contentId=unYPi5m~3CaK8oHumPrwwQ) - [Install base life cycle synchronization](https://www.servicenow.com/docs/r/zurich/customer-service-management/synchronizing-install-base-lifecycle-fields-state-field.html?contentId=bdH6RzjADkAGD4R3bKrqIQ) - [Install base hierarchy visualization](https://www.servicenow.com/docs/r/zurich/customer-service-management/install_base_hierarchy_visualisation.html?contentId=9Gym1M307P6VEiKQ9uVUmg) - [Installed products](https://www.servicenow.com/docs/r/zurich/customer-service-management/installed-products.html?contentId=fpK2UHAGjG~1EvLIwZlwYg) - [Import installed products with guided setup](https://www.servicenow.com/docs/r/zurich/customer-service-management/import-csm-installed-products.html?contentId=aa0OFs8GxH4kkAONSW9zHQ) - [Create installed products](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-deployed-sold-item.html?contentId=oVjMHy~aXDsVUzFedPwP3A) - [Common Service Data Model framework for Install Base Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/csdm-framework-for-install-base-management.html?contentId=w6P2YPij3SWIhUscf9YBeg) - [Enable custom tabs on CSM workspace record page](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-custom-tabs-on-workspace-record-pages.html?contentId=q5gczq5JIcyrbe~rF4YiZA) - [Configure assets](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-csm-assets.html?contentId=q0VDCXXFC_Dk6ex_nkPj8g) - [Import assets with guided setup](https://www.servicenow.com/docs/r/zurich/customer-service-management/import-csm-assets.html?contentId=ggGz5E85MXAt~~ZNqQJ6Ww) - [Create an asset](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_CreateAnAsset.html?contentId=utMHgvnUtAUiLdAAf_sPBg) - [Create asset contact relationships](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_AssetContactRelationships.html?contentId=16RtbvT4b6LKPDBhLj1W2A) - [Create service contracts](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-csm-service-contracts.html?contentId=PZFrmcT520wLvGycN8e41A) - [Associate an install base to a service contract](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-install-base-service-contract.html?contentId=_Alz9VXvocWDrr_6O_3Lpw) - [Configure entitlements](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-csm-entitlements.html?contentId=n45En~JXxXJFlszHePbw4Q) - [Create entitlements for CSM entities](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_CreateAnEntitlement.html?contentId=dELf2bZDakoVSbKoDmjb7Q) - [Associate an entitlement with a Customer Service Management entity](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_AssocEntitleWithEntity.html?contentId=eIOQ8cx5jVqhfBNyILNYvg) - [Customer service case entitlement calculation](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-entitlement-calculation.html?contentId=MCReI8UU~6bCmuBx9MG85A) - [Customer Life Cycle Management Workflows](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-life-cycle-management-workflows.html?contentId=plwO7PbSYNmL390bbAxtVQ) - [Activate Customer Life Cycle Management Self-Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-customer-life-cycle-management-self-service.html?contentId=Zst2rfnl6m1yZ2MpimyKWQ) - [Modify a sold product and hierarchy](https://www.servicenow.com/docs/r/zurich/customer-service-management/modify-a-sold-product.html?contentId=_otOOa8fV7RcIYVJSLHkWw) - [Modify a sold product to create a quote](https://www.servicenow.com/docs/r/zurich/customer-service-management/modify_a_sold_product_to_create_a_quote.html?contentId=Xa0Cfx4P7vn71gF5bvRlnw) - [Resuming sold products](https://www.servicenow.com/docs/r/zurich/customer-service-management/resuming_sold_products.html?contentId=QFTBkDe8Zhp0QckBsfne5A) - [Supending sold products](https://www.servicenow.com/docs/r/zurich/customer-service-management/supending_sold_products.html?contentId=bR_1IVylXc5S9bVeESQ3pg) - [Disconnecting sold products](https://www.servicenow.com/docs/r/zurich/customer-service-management/disconnecting_sold_products.html?contentId=ltqIBy7rnmbu~d~5DPSdNw) - [Extension points for workflows](https://www.servicenow.com/docs/r/zurich/customer-service-management/extension-points-for-workflows.html?contentId=JHzI3EVhhxYbELCW0Sf3QQ) - [Product inventory configurations](https://www.servicenow.com/docs/r/zurich/customer-service-management/product_inventory_configurations.html?contentId=M7LPxhv03tLjOKqUlu8uEg) - [Modify product inventory records](https://www.servicenow.com/docs/r/zurich/customer-service-management/modify_product_inventory_records.html?contentId=DqQh8Tm3NKPacw9ce~~6jQ) - [Modify product inventory records to create a quote](https://www.servicenow.com/docs/r/zurich/customer-service-management/modify_product_inventory_records_to_create_a_quote.html?contentId=HqC5RvOOhSrR~f6syQJWzQ) - [Suspend product inventory records](https://www.servicenow.com/docs/r/zurich/customer-service-management/suspend_product_inventory_records.html?contentId=spqiyg4bikfKiG1_OT~59A) - [Resume product inventory records](https://www.servicenow.com/docs/r/zurich/customer-service-management/resume_product_inventory_records.html?contentId=37MIonVRHwGCQGpbprkUcA) - [Disconnect product inventory records](https://www.servicenow.com/docs/r/zurich/customer-service-management/disconnect_product_inventory_records.html?contentId=0tyt6ehVQOI3xNQFerVgkg) - [Use hierarchical list view for product inventories](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-hierarchial-list-view-for-product-inventories.html?contentId=XykGdJFhGeITFz6t2eiaxg) - [Customer Contracts and Entitlements](https://www.servicenow.com/docs/r/zurich/customer-service-management/configuring-post-sales-support.html?contentId=zmR2RfEbfyegBWWlEi~tTg) - [Components installed with Customer Contracts and Entitlements](https://www.servicenow.com/docs/r/zurich/customer-service-management/components-installed-pss.html?contentId=yHkL6U2TRGDDzhaB~pfrCQ) - [Configuring Contracts and Entitlement Workflows](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-cont-ent-workflows-csm.html?contentId=SUAWro7tfPp178AWzMgN8A) - [Creating contracts and entitlements](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-cont-ent-workflows-csm.html?contentId=2U3N1VqV3cXSn7KxFJ5YDw) - [Setting up Customer Contracts and Entitlements](https://www.servicenow.com/docs/r/zurich/customer-service-management/set-up-post-sales-support.html?contentId=a1rD~xVlVjSfqq6xMCm~EA) - [Create a characteristic](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-entitlement-template-characteristic.html?contentId=B2o_p1KmfTkjurr5m6Kh8g) - [Data models](https://www.servicenow.com/docs/r/zurich/customer-service-management/data-models.html?contentId=87~vyjUBwRyGgy1pa9t_YQ) - [Configure Service Model Foundation](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-industry-data-model.html?contentId=u~5KPPe4~GAju02ubJIZcg) - [Service Model Foundation overview](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-industry-data-model.html?contentId=P3mm7RSnRNxC2_HfNqsu4A) - [Service Model Foundation responsibilities](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-data-model-responsibilities.html?contentId=ItuCVy_wPs_HK1pbuTHWhA) - [Service Model Foundation relationships](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-data-model-relationships.html?contentId=OWBzSSvtLEbL~1a0Ve6qAw) - [Service Model Foundation tables](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-data-model-tables.html?contentId=ckkstlPXzpC_RsrlFiqz5Q) - [Roles](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-data-model-roles.html?contentId=pvTvVVyjcR6mB1zPA_bqwg) - [Service Model Foundation table access by role](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-data-model-table-access.html?contentId=E0ih2dGYUbsOjBP2anJ5HQ) - [Service Model Foundation modules](https://www.servicenow.com/docs/r/zurich/customer-service-management/industry-data-model-modules.html?contentId=E2drup4vIWrQ4clwDRMeag) - [Service Model Foundation cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/industry-data-model-cases.html?contentId=WA3jLpYhGTEo9gVvOS7Siw) - [External business location (EBL) as a fulfiller](https://www.servicenow.com/docs/r/zurich/customer-service-management/ebl-as-a-fulfiller.html?contentId=ULTkG_9SyiIX1jpD6ec5vw) - [Access limitations for external location agents](https://www.servicenow.com/docs/r/zurich/customer-service-management/access-limitations-for-ext-loc-agent.html?contentId=NCwO8SNjYoVvgZQ6d6a8KA) - [Service Model Foundation business locations](https://www.servicenow.com/docs/r/zurich/customer-service-management/industry-data-model-locations.html?contentId=TShBCiqCRRbbb0bVJBuh~A) - [Create and manage cases for a business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/manage-business-location-cases.html?contentId=6O~VG2an4imrizEKGpHNdg) - [Create an account staff relationship](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-staff-account-relationship.html?contentId=WiqFu_ziyEaxa0u0i0WWOQ) - [Create a consumer staff relationship](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-staff-consumer-relationship.html?contentId=Jo0iSYExr4fDhosmuKCekQ) - [Create a household staff relationship](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-staff-household-relationship.html?contentId=WAcOuYnv6jzcf0UyKQ4MDg) - [Create and manage sold products for a business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-sp-for-business-location.html?contentId=RPIk~6Wpe4CfGtnyhIXUNQ) - [Create and manage install base items for a business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-ib-items-for-business-locations.html?contentId=vlnGnq_6yiik7NNrX_t82g) - [Service organization install base](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-so-install-base.html?contentId=_JVLKsatR2Sz6avfdiJt2Q) - [Plugins for install base and sold products](https://www.servicenow.com/docs/r/zurich/customer-service-management/so-install-base-plugins.html?contentId=1VIOa_jOREwBLnRlXkmB5Q) - [Activating plugins for Customer Service Management (CSM)](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-plugins.html?contentId=QxQcYQxrEZJikKIxmfdp7w) - [Activate business locations](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-business-location.html?contentId=u4bMo5oDuHdkuVOq6Z9q1A) - [Activate Quote Management for Business Locations](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-quote-management-for-business-locations.html?contentId=L8ETq2gRRfLcx032~Z8TaQ) - [Activate Opportunity Management for Business Locations](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-opportunity-management-for-business-locations.html?contentId=jQxiEp3udLf~Im5XInpdvQ) - [Activate Order Management for Business Locations](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-order-management-for-business-locations.html?contentId=S6SMOrC2Hay4arHEMTj62g) - [Activate customer service household](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-customer-service-household.html?contentId=fzsataxZUyx~P~NGiJ4Szg) - [Integration with Sales Customer Relationship Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/integration-with-sales-and-order-management.html?contentId=5CMiMzDyp0PtW587fMxnew) - [Order Management for business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/order-managment-for-business-location.html?contentId=9sh8UyR9c7udxZaDDYmytQ) - [Roles and responsibilities](https://www.servicenow.com/docs/r/zurich/customer-service-management/personas-roles-and-tables-post-integration.html?contentId=qCSbBeFwt0~hSifbuY5C4w) - [Create an order for business organizations](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-order-business-org.html?contentId=1zroGcwaT5jFkaLyXfMOmg) - [Quote management for business organization](https://www.servicenow.com/docs/r/zurich/customer-service-management/quote-management-for-business-location.html?contentId=4DvNciLNRDcIeuVchTqeqw) - [Roles and responsibilities](https://www.servicenow.com/docs/r/zurich/customer-service-management/personas-roles-and-tables-post-integration-qm.html?contentId=NGDSDMzYzIyn~LM21Vmgyg) - [Create a quote for business organizations](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-quote-management-for-organizations.html?contentId=JJTw~C1TPovo93Rp6v1R2g) - [Opportunity Management for business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/opportunity-management-for-business-location.html?contentId=G5qDv92~IjM6kzwSEKJk8A) - [Roles and responsibilities](https://www.servicenow.com/docs/r/zurich/customer-service-management/personas-roles-and-tables-post-integration-oppMgmt.html?contentId=fpMtJ4qMk9yPxfG20bz1WA) - [Activate query rules](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-activate-query-rules.html?contentId=hcMdruBnvZvoVp51zJPYqg) - [Configure forms and lists](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-data-model-forms.html?contentId=V~oYuPcehKQug1qMejl~Lg) - [Create a business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-business-location.html?contentId=Woq1asikmtG8Z93O4zPEOQ) - [Create an internal business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-internal-business-location.html?contentId=5eN59rugT2gUhakfpNYD_g) - [Create an external business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-external-business-location.html?contentId=qfS5CZv3jn5Ga_bFrLwHqg) - [Tracking the location details for a service organization](https://www.servicenow.com/docs/r/zurich/customer-service-management/track-location-details-for-so.html?contentId=mYbMjpSZmN69_znU7XHZVA) - [Common attributes of service organizations](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-org-common-attributes.html?contentId=OoWI4Q8IYX8VpsdgKlK42A) - [Add company records](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-company-with-bus-loc.html?contentId=P9b1O8vcKKxe2wwadcI4jw) - [Virtual Agent support for business locations](https://www.servicenow.com/docs/r/zurich/customer-service-management/virtual-agent-support-business-locations.html?contentId=G96ZWy5hKLQdH2T7YB~jMQ) - [Chat with Virtual Agent from the Business Location Service Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-chat-business-location-service-portal.html?contentId=cGB~ltSXXMiARZtj5NdS5w) - [Create customer projects](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-customer-projects.html?contentId=XWe3x85mfwGOaN45RrM96g) - [Add staff members to a business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-staff-members-biz-loc.html?contentId=KMZD4RZ~k_vi4KFEAFHKhw) - [Add staff members to an internal business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-user-internal-bus-location.html?contentId=VHqqmMscvcx24b24SM8iog) - [Add staff members to an external business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-user-external-bus-location.html?contentId=uHqhzZxajklCgZATNk70eg) - [Assign responsibilities](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-assign-responsibilities.html?contentId=7~BGfD5ijMOVQf56be19GA) - [Assign roles](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-data-model-roles.html?contentId=5oAdWEJm342TxUA0MPRHXw) - [Setting up assignment groups](https://www.servicenow.com/docs/r/zurich/customer-service-management/setting-up-assignment-groups.html?contentId=cemTwvFzawv6FWic~svMAg) - [Create a group](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-a-group-so.html?contentId=LD4soW7iE8ROidgW21YDSg) - [Configuring a group](https://www.servicenow.com/docs/r/zurich/customer-service-management/configuring-a-group.html?contentId=EsccRDCz9JKMwvJWk4NDMg) - [Associate a group to a business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-a-group-to-a-business-location-so.html?contentId=IqIO2EVkhbPOr02gjEn0Yw) - [Add group members to a business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-group-members-to-a-business-location-so.html?contentId=1CZX54vZz6F9PB6ihCO6gg) - [Associate products and services](https://www.servicenow.com/docs/r/zurich/customer-service-management/products-services-at-bus-loc.html?contentId=sJWnH5srfmwbedzeY1cZvA) - [Setting up inter-organization support](https://www.servicenow.com/docs/r/zurich/customer-service-management/setup-bus-loc-serviced-by-bus-loc.html?contentId=x3RZya_wBM37PEWP59bC0A) - [Configuring business locations](https://www.servicenow.com/docs/r/zurich/customer-service-management/configuring-business-locations-serviced-by-a-business-location.html?contentId=Q24nOgh7gvr6WXdCM6aB6A) - [Define the service configuration type](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-customer-criteria-to-service-organization.html?contentId=55beNqJVfqOX595lAoswHQ) - [Associate customers or locations to service organization](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-customers-or-bus-loc-to-so.html?contentId=qgB_zpUYFUOQYaONP~Me1Q) - [Tracking the customers serviced by a business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/track-customers-serviced-by-bus-loc.html?contentId=y8xmqO0ZDuKx_tppMC8m_g) - [Create the criteria for a service organization](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-service-organization-criteria.html?contentId=F0tJTzTFTq2AFINcLwjqvQ) - [Create relationships](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-data-model-relationships.html?contentId=haGvXaGsEsVYRc6YSU~7Gg) - [Household-member relationship for an install base item](https://www.servicenow.com/docs/r/zurich/customer-service-management/household-relationship-for-an-install-base-item.html?contentId=nfHnynhv0~7fsUHya0YVVw) - [Consumer relationship for an install base item](https://www.servicenow.com/docs/r/zurich/customer-service-management/consumer-relationship-install-base-item.html?contentId=nR4YiUwCFdMcjUwwQikJzg) - [Billing account data model](https://www.servicenow.com/docs/r/zurich/customer-service-management/billing-account-data-model.html?contentId=S_bvJMYxA7ajWMRNFfNc4g) - [Configure Customer Data Models for B2B2C](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-customer-data-model-b2b2c.html?contentId=oJJPqILaECZAMlfQoxBiCg) - [Customer service business models](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-data-models.html?contentId=vyQbiVCTH6C3AbT_zYnLmg) - [Customer data models for B2B2C](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-data-model-b2b2c.html?contentId=InA~dPKgHvxasKAp0lpucg) - [Activate Customer Data Models for B2B2C](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-customer-data-models-b2b2c.html?contentId=lTXfHkvRxKsPJky5VM65WA) - [Configure the Account and Consumer forms for B2B2C](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-b2b2c-data-model-forms.html?contentId=egW7~P_0_yQRnBFCcdGBKQ) - [Configure the Install Base Items and Sold Products lists](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-b2b2c-data-model-lists.html?contentId=hk7cHHVMNWBKQZ0PuKbOsA) - [Configure the Case list for B2B2C](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-b2b2c-data-model-case-list.html?contentId=8OxXareFvPulszun99aDwg) - [CSDM guidelines](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-use-case-product-view.html?contentId=ZwOXGl2EMmFIk4kwPjCXjA) - [Customer Service Management and CSDM tables](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-use-case-tables.html?contentId=4tNcTPwGMb~qarDhigUe9w) - [Customer Service Management examples](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-use-case-example.html?contentId=mEPB1RxtaANmLZrc_apevg) - [Customer Service Management considerations](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-use-case-faqs.html?contentId=GGlzoCXIVYc86P1nxs7JNQ) - [Organize agent workspaces](https://www.servicenow.com/docs/r/zurich/customer-service-management/organize-agent-workspaces.html?contentId=nrzy5DHUHAIh_sXRsCulXw) - [Case management](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-management.html?contentId=zNXQrZkXRiOuadOdGITEJg) - [Configure case management](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-csm-case-management.html?contentId=X2HXsVvN9iTdmQWdVyya0w) - [Cases and case tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-cases-case-tasks-overview.html?contentId=YruUW9sjvtBKBoP_RKaNyA) - [Configure a case form view](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-case-form.html?contentId=PTE4Emx6BBOOBD9GxCqpdg) - [Add the Internal User field to the Case form](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-case-form-add-int-user.html?contentId=tbkzmMxqjGSzS~aGRVxgbQ) - [Configure SLA definitions for customer service cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_DefineSLAForCustServiceCase.html?contentId=Gl9z6QINDeRbMP5XWQf83Q) - [Configure case routing and assignment](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-case-routing-assignment.html?contentId=7PkIkYgTzCxT0ZpiFJJapg) - [Create a matching rule for case routing](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CreateARoutingRule.html?contentId=JY3NvfCubi6E9f8wweF46Q) - [Create an assignment rule for case routing](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CreateAnAssignmentRule.html?contentId=VmLs2wkODj7pFRTbVgrTyA) - [Configure skills management](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-skills-man-csm.html?contentId=EGxLM8rwrfxYEJYsOHIC9g) - [Mandatory Skills](https://www.servicenow.com/docs/r/zurich/customer-service-management/mandatory-skills.html?contentId=7ymAcbNPaTX9US~JAzsnPg) - [Configuring Mandatory Skills](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-mandatory-skills-feature.html?contentId=D2AAOK7aJ185dlPofVGDWg) - [Migrate skills to the Task Skill table](https://www.servicenow.com/docs/r/zurich/customer-service-management/migrate-skills-m2m-table.html?contentId=PQtb_5P70RTz~fDeeQpF7w) - [Configure assignment workbench](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-assignment-workbench.html?contentId=wgpATq2VIaiZeC~ERr3Xfw) - [Create assignment workbench matching criteria](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-assignment-wkbench-criteria.html?contentId=Xn2YKI6iEuWk61~MbTg~Kg) - [Create an assignment workbench configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-assignment-wkbench-config.html?contentId=v~e~f7CkjAgRr8JViJiyGw) - [Configure assignment workbench properties](https://www.servicenow.com/docs/r/zurich/customer-service-management/set-assignment-workbench-properties.html?contentId=Ocltn2M~tK9ATB2F5tfs2A) - [Configure major issue management](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-major-issue-management.html?contentId=~6QFzDQbgJx7FE12Fm60Aw) - [Activate Major Issue Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-major-issue-mgmt.html?contentId=omvunB~tEVifAzxVAST1Ng) - [Configure case synchronization](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-major-case-synchronization.html?contentId=7qeC_hTWI2kWLUcKL~bYJQ) - [Targeted communications](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_TargetedCommunications.html?contentId=IUHC31mECOQ8olI6pjld0Q) - [Recipients lists](https://www.servicenow.com/docs/r/zurich/customer-service-management/targeted-comm-dynamic-list.html?contentId=c7wh9Q~EpbCQdt7sunfs4g) - [Publication workflows](https://www.servicenow.com/docs/r/zurich/customer-service-management/targeted-comm-publication-workflows.html?contentId=mQxxof1yGCzsHmGYnwYPXQ) - [Add or remove an approver](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommAddAnApprover.html?contentId=puFg2Bk~8Wl~hg4o~AOcEQ) - [Create a recipients list](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommCreateRecipientList.html?contentId=LdS~1LQluneCBJ1fp15KQQ) - [Edit a recipients list](https://www.servicenow.com/docs/r/zurich/customer-service-management/target-comm-edit-recipients-list.html?contentId=lX63Txvt8FVOAb3lBD8j0g) - [Create a publication](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommCreateNewPub.html?contentId=SYfQhYgl7jEaUgCQz8tn1w) - [Publish a publication](https://www.servicenow.com/docs/r/zurich/customer-service-management/target-comm-publish-publications.html?contentId=Ti8l1TtCM_FfrwE0JHMVIA) - [Create a recurring publication](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommCreateRecurrence.html?contentId=tyGdgA_MQZI2eSqke2axDw) - [Preview an email notification](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommPreviewTargetEmail.html?contentId=4D~t2Crs6ltsHsIcrhOmtw) - [Update a publication](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommEditAPublication.html?contentId=AU16y1xDXDj9W4qKN15sAQ) - [Send a publication for review](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommSendPubForReview.html?contentId=7wFgjIVe~D4TyT~TebFlKQ) - [Review a publication](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommReviewAPublication.html?contentId=GkBeJdHR4mJqHP1s6q_~ZQ) - [View approvers for a publication](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommViewApproverList.html?contentId=~Hgja2KzNSjrCjpiDMkbGQ) - [Track a publication](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommTrackPublications.html?contentId=ZodL4f72pHd1Q2AQdiiCDA) - [Expire a publication](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommExpireAPublication.html?contentId=nEF2s0UpVlhq2cQCi1vYDg) - [Cancel a publication](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommCancelAPublication.html?contentId=yfkcnenYedANsxdXjp6Qaw) - [View a publication](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommViewPubInAppNav.html?contentId=H4W5dIJf2A8h5adETBGuKQ) - [Configure special handling notes](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-special-handling-notes.html?contentId=8qkZ5BSyN7qayPBjhIUtcw) - [Configure an entity table to use special handling notes](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ConfigEntityToUseSHNotes.html?contentId=8U7fgV6hgxkTtAq749lEhw) - [Configure a form to show special handling notes](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ConfigFormToShowOnScreenAlerts.html?contentId=3mp~rbLIzEzlGhMJ9VM9bA) - [Configure special handling notes properties](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_EnableOnScreenAlertProperties.html?contentId=vXoHAU17zcCZ9pyf95kUXg) - [Configure case action status](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-case-action-status.html?contentId=3Tse2XN4PVWM6cnVhveLjQ) - [Activate Case Action Status](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-case-action-status.html?contentId=gPZ9WxAr5Ytx6~ZgPsfPWQ) - [Configure actionable case flows](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-case-action-status-flows.html?contentId=tWlDMHdvif1sQ8o4eVFsnA) - [Create cases as a proxy contact](https://www.servicenow.com/docs/r/zurich/customer-service-management/employee-create-case-for-customer.html?contentId=FMSuHUvjbH7zZ0Y119nxgQ) - [Configure auto close resolved cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-auto-close-resolved-cases.html?contentId=z5M5lNkbyaB4hBkuPsJefw) - [Configure escalation management](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-escalation-management.html?contentId=jgK2E5ohELAkkhVKnELzUg) - [Case and account escalation](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-case-account-escalation.html?contentId=LlGfvuu7rBb~k3IWIzkHVw) - [Escalate a case or an account](https://www.servicenow.com/docs/r/zurich/customer-service-management/escalate-csm-case.html?contentId=0LyFEYtrD0i4jM2CjrseIQ) - [Manage an escalated case or account](https://www.servicenow.com/docs/r/zurich/customer-service-management/manage-escalated-case-account.html?contentId=7idERMVRoQAfHO0XxbyLsg) - [De-escalate a case or an account](https://www.servicenow.com/docs/r/zurich/customer-service-management/de-escalate-csm-case.html?contentId=WiNNlCFxA10re21QH7xexw) - [Create an escalation template](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-escalation-template.html?contentId=dFtcvJbT1IP_TPCQOmxafw) - [Create an escalation severity](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-escalation-severity.html?contentId=enzmITCObtyUaKfpoC559g) - [Configure case digests](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-case-digests.html?contentId=B6bmvu1a~3JEf3UwcmdA2A) - [Customer Service case digests](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-case-digests.html?contentId=lsc8grKznOFkUoiF1s2SWw) - [Case action summaries](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-digest-case-action-summary.html?contentId=V2~KEjePTR9K00vQFT51Tg) - [Post case reviews](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-digest-post-case-review.html?contentId=y7j8q7EP0vYszI6ZK0G8wQ) - [Post case review record states](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-digests-pcr-record-states.html?contentId=_JlVWgNHxW6oX_9tNH6BHQ) - [Post case review approvals](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-digests-pcr-approvals.html?contentId=7ceHMO9K5p2t8KxHEA~Fjw) - [Assignment rules](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-digests-assignment-rules.html?contentId=YpO1Py6wY6rPtGoR4k6irQ) - [Create a case action summary](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-case-action-summary.html?contentId=UJY8aAozraFu7zOVJWWQAw) - [Create a post case review](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-case-review-document.html?contentId=AIxycLw~qBdyI_2~hqgJUw) - [Create a post case review for a major case](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-case-review-document-mim.html?contentId=hGZ3fXDuon8aTZ3PSBAm6w) - [Review and approve a post case review](https://www.servicenow.com/docs/r/zurich/customer-service-management/approve-case-review-document.html?contentId=pWYxQr~p7I5qxKqwh6hZyw) - [Re-open a post case review](https://www.servicenow.com/docs/r/zurich/customer-service-management/reopen-case-review-document.html?contentId=LaIPhXPbmqQswENCCTLNIQ) - [Withdraw post case review approval](https://www.servicenow.com/docs/r/zurich/customer-service-management/withdraw-pcr-approval.html?contentId=gTb6VtSB52GWYtVG1d5Eng) - [Cancel a post case review](https://www.servicenow.com/docs/r/zurich/customer-service-management/cancel-pcr.html?contentId=4S8T8oDBhGS8nKMli6cptg) - [Components installed with case digests](https://www.servicenow.com/docs/r/zurich/customer-service-management/installed-with-csm-case-digests.html?contentId=bI6ExCTmTD9_0dVlBAOaoQ) - [Activate Case Digests](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-case-digests.html?contentId=NiYgp4DI97X6tPR5l5K9qA) - [Create a case digest document template](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-case-review-doc-template.html?contentId=UiyiFgHBZot~IYFaRwtblA) - [Create a case digest configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-case-review-type.html?contentId=13L~93tlrdoZnp3sNVujHA) - [Create a case digest table map](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-case-review-field-mapping.html?contentId=dlkj8OHQyN6SXOhsJv6YRw) - [Create a table map for case types](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-case-type-field-mapping.html?contentId=Foy17BSssVz4xUXsG~Tang) - [Customer service case types](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-case-types.html?contentId=6SyvulMx_F9R5mY9gqhZUQ) - [Configuring customer service case types](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-csm-case-types.html?contentId=cYAHYgsqGqYbPycVxZ0VVA) - [Configure case type ribbon settings](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-case-type-ribbon-setting.html?contentId=Pjqv681QHRnC9iMeggfSCQ) - [Configure case type declarative actions](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-case-type-declarative-action.html?contentId=R3bxfrNNIm5mWh48uOq2Yw) - [Configure the service selector modal size](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-service-selector-modal-size.html?contentId=keZza0bRC4gS86JsXeSXoA) - [Enable the case type single select property](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-case-type-single-select-prop.html?contentId=fUsRUjRD_3cDry2t4hY48w) - [Create a configuration for case type single-select](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-case-type-single-selection.html?contentId=8yFpU0wNFSUooNfh8apaYA) - [Manage customer service case types](https://www.servicenow.com/docs/r/zurich/customer-service-management/manage-csm-case-types.html?contentId=lv4sDjnRHn3HXrfEXVSEZw) - [Case type selector](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-type-select-modals.html?contentId=l_wRsOWjOklqCdFg0nMbng) - [Product Service Select version](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-type-select-modals-product-service.html?contentId=8z65_v_oE0pHkDAUYU044A) - [Case task type selector](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-task-type-select-modal.html?contentId=ldptcDO5hDHR~e~~Nsx7rg) - [Onboarding case type](https://www.servicenow.com/docs/r/zurich/customer-service-management/onboarding-case-type-overview.html?contentId=R_w3es92VprdeKPTkI2kxQ) - [Components installed with case types](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-definitions-components.html?contentId=lwOvIQUr_AKMDPenNR09qQ) - [Task Plan Templates](https://www.servicenow.com/docs/r/zurich/customer-service-management/task-plan-templates.html?contentId=8XotBf2jxSwGp315BBmLZQ) - [Task plan templates states and actions](https://www.servicenow.com/docs/r/zurich/customer-service-management/task-plan-templates-states.html?contentId=Ig83PZvDb11GwxUN2y7cCQ) - [Template item actions](https://www.servicenow.com/docs/r/zurich/customer-service-management/task-plan-template-item-actions.html?contentId=6Q5rNW7Z3iW1sfMg4MFdoA) - [Create a task plan template](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-task-plan-template.html?contentId=e7shXeb6rP4aTOFaBrf_nQ) - [Create a template item](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-task-plan-template-item.html?contentId=OGvh~7kzXen~fekJGo5u6w) - [Create a child template item](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-task-plan-template-child-item.html?contentId=hCmoonKI8cjsR0uMkLqmXg) - [Create a template item condition](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-task-plan-template-item-condition.html?contentId=eyCVTyKP7Kh8V9RemXtaXw) - [Clone a task plan template](https://www.servicenow.com/docs/r/zurich/customer-service-management/clone-task-plan-template.html?contentId=5xEhW4sJB7f~_q4iQ4~XoQ) - [Clone a template item](https://www.servicenow.com/docs/r/zurich/customer-service-management/clone-task-plan-template-item.html?contentId=XrZ82v_4F6oAdBw9vIm_yA) - [Task Plan Templates tables](https://www.servicenow.com/docs/r/zurich/customer-service-management/task-plan-templates-tables.html?contentId=tgYAO8oiCF5sh2fX5r2L8A) - [Document References in Task Plan Templates](https://www.servicenow.com/docs/r/zurich/customer-service-management/adding-and-managing-document-references-in-task-plan-templates.html?contentId=7ZxGDxbtyf4OvteOHVwpAw) - [Add and Manage Document Reference in Task Plan Templates](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-a-document-reference-to-a-task-plan-template-item.html?contentId=twWIpliHeJIsU5OWRFVY~Q) - [Task dependencies for task plan templates](https://www.servicenow.com/docs/r/zurich/customer-service-management/task-dependencies-for-task-plan-templates.html?contentId=X~jBsGXiXEFDW4rf6B0Y~g) - [Add and Manage Task Dependencies](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-and-manage-task-dependencies.html?contentId=m20tguNnzzb4ghPBFnIgdQ) - [Add task dependencies between template items](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-dependencies-between-template-item.html?contentId=8hUcaFcgEfmvi9GECCGfmA) - [Task Plan Templates roles](https://www.servicenow.com/docs/r/zurich/customer-service-management/task-plan-templates-roles.html?contentId=YqSqSd4L5M28sAJ~UuESpg) - [Sharing task plan templates](https://www.servicenow.com/docs/r/zurich/customer-service-management/sharing-task-plan-template.html?contentId=2grlKMr692aLUfolOuCnxA) - [Share a task plan template with other users or groups](https://www.servicenow.com/docs/r/zurich/customer-service-management/share-task-plan-template-with-user-groups-serviceorg.html?contentId=EK7PeCZH5KJsRNgIJ5mLwg) - [Task plan template access record](https://www.servicenow.com/docs/r/zurich/customer-service-management/task-plan-template-access-record.html?contentId=C1o4GJzaCWReWO6cS6F1kQ) - [Share a task plan template from the workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/share-a-task-plan-template-from-the-workspace.html?contentId=SaCNHVhPLl4AOTnXh3aYwA) - [Manage task plan template access from the workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/manage-access-to-a-task-plan-template-from-the-workspace.html?contentId=HKmFfqcwsDcSL2zZ6nhLLg) - [Notify users when a task plan template is shared](https://www.servicenow.com/docs/r/zurich/customer-service-management/notify-users-when-taskplan-template-is-shared.html?contentId=m5DF4hKmLbuxmwzeJT5NXw) - [Create a task plan template configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/task_plan_template_configurations.html?contentId=3dweELfckhf~XpCR8WdBPQ) - [View task plan template executions](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-task-plan-template-exec.html?contentId=NseovJ1P4t~v~1XgLyG1Ww) - [Order Operations Case Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-mgmt-order-ops.html?contentId=qjEUrp97D6uxdIMPjZHrqQ) - [Order case pages](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-mgmt-order-ops-case-page.html?contentId=N3ZTsqgzB3pAmklya6bkCg) - [Order case record page](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-order-ops-order-case-record-page.html?contentId=q9s4M5H_QqerUJc2He2OfQ) - [Order case line item page](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-order-ops-order-case-line-page.html?contentId=rwToF_8Ve_a12RRewjLlzQ) - [Order case intake page](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-order-ops-order-case-intake-page.html?contentId=JXJP8uHy2Lf7rd0r4WvLng) - [Order case and order case line item states](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-order-ops-order-case-states.html?contentId=smX_TpBEi9bmZK3hDKnj9g) - [Creating an order case](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-mgmt-order-ops-create-order-case.html?contentId=ZDk2AAonUu1ANYVGvOZPKA) - [Create an order case](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-order-ops-create-order-case.html?contentId=9PyliFUaGOSen1JNP~FuGw) - [Add orders or order lines to an order case](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-order-ops-order-case-add-lines.html?contentId=9wETuAyCQa6KqdFVjOcXPQ) - [Create an order case line item for an order case](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-order-ops-order-case-new-lines.html?contentId=amzjeMpPmi94VxmzD4OofQ) - [Edit an order case line item](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-order-ops-order-case-edit-lines.html?contentId=ZYui1lQvhI5QdUZbdsaltg) - [Create a task for an order case line item](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-order-ops-order-case-create-task.html?contentId=A7UXVodfmuvH_17aBU53Vw) - [Order case form](https://www.servicenow.com/docs/r/zurich/customer-service-management/order-case-form.html?contentId=k4zd3hk0LKXhXXL2rjQTuw) - [Order case line item form](https://www.servicenow.com/docs/r/zurich/customer-service-management/order-case-line-form.html?contentId=uZOcgD7xvkco61g88Jsb4Q) - [Installed components](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-mgmt-order-ops-install-comp.html?contentId=ko6Mxcei_1AAaNffHLo1BQ) - [Case Lines and Workflows](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-mgmt-case-lines.html?contentId=OAD22g8n3jsW8uobe3tyRg) - [Case line record pages](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-mgmt-case-line-pages.html?contentId=XEH77Z2dvL6u1yLnia1gVA) - [Case line item page](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-lines-case-line-page.html?contentId=f54H_o5sVCWc6R7P8GwOfw) - [Case line task page](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-lines-case-line-task-page.html?contentId=w070UxFkK0m0mbblsKh_IA) - [Case line item states](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-lines-states.html?contentId=5avqOGkui1kbGbtjz7fteg) - [Creating case line items and case line tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-mgmt-case-lines-create-case-line.html?contentId=TaeWKYg~LxRtNwZDCHFy7g) - [Case Management for Invoice Operations](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-invoice-operations.html?contentId=LVG72Q0d8TcB_Jzj0yPNMQ) - [Invoice case pages](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-invoice-operations-case-pages.html?contentId=WI4122Sv0L5~uF17CRXDuw) - [Invoice case and invoice case line states](https://www.servicenow.com/docs/r/zurich/customer-service-management/invoice-operations-case-states.html?contentId=lZ4qAPc~WPzZ89G9P8UjTw) - [Installed components](https://www.servicenow.com/docs/r/zurich/customer-service-management/invoice-ops-installed-components.html?contentId=oyxa1pqop15owaqXeXMCVA) - [Invoice case form](https://www.servicenow.com/docs/r/zurich/customer-service-management/invoice-case-form.html?contentId=sWGKgdh6woDd84OlOFDx6A) - [Invoice case line form](https://www.servicenow.com/docs/r/zurich/customer-service-management/invoice-case-lines-form.html?contentId=226weASrGU5w_ypxvm4wmg) - [Accounts Receivable (AR) invoice table](https://www.servicenow.com/docs/r/zurich/customer-service-management/ar-invoice.html?contentId=ERXRzfQASqBkd0yTgl9hDQ) - [Accounts Receivable (AR) invoice line table](https://www.servicenow.com/docs/r/zurich/customer-service-management/ar-invoice-line.html?contentId=mQhqP5uikI4tK1R~hhf7uw) - [Creating an invoice case](https://www.servicenow.com/docs/r/zurich/customer-service-management/invoice-ops-creating-invoice-cases.html?contentId=Wcd7prdwqDw4Bh853ZnzsQ) - [Create an invoice case](https://www.servicenow.com/docs/r/zurich/customer-service-management/invoice-ops-create-invoice-case.html?contentId=s5lwXTVzEJ~7s4lXgkQa1A) - [Add an invoice case line to an invoice case](https://www.servicenow.com/docs/r/zurich/customer-service-management/invoice-ops-add-invoice-case-line-item.html?contentId=1NBBCaRWeql1QI0oPnIOpQ) - [Create a task for an invoice case line](https://www.servicenow.com/docs/r/zurich/customer-service-management/invoice-ops-create-case-line-task.html?contentId=3VHi9Tpc94BOAaeDcOvhPw) - [Service definitions](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-service-definitions.html?contentId=iK6L~GNoCDl3ahuEa6B6WQ) - [Service definition roles](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-service-definitions-roles.html?contentId=4eQxCekD8nOwFkQocy974g) - [Service definitions with catalog items](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-service-definition-catalog-items.html?contentId=r29_kK43Cw4ig6CHmbHw0Q) - [Service recommendations for interactions](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-service-definition-recommendations.html?contentId=zmtnCetdP7wqXRLZvlR64g) - [Configuring service definitions](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-service-definitions-configure.html?contentId=L0HSCgE~ALntlSN8S8urXA) - [Create a service definition](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-csm-service-definition.html?contentId=q5U0I5VM~iqJSfOw7S_jUg) - [Create a service definition category](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-csm-service-def-category.html?contentId=yUIO0QYApQdTlKLqgVDYYA) - [Associate a product with a service definition](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-def-associate-products.html?contentId=sPn5I2w9LsAiPPIqH3T39A) - [Associate a case type with a service definition](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-def-associate-case-type.html?contentId=oi_bWLyX_k8LgQdQ1I1TPg) - [Associate a playbook with a service definition](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-def-associate-playbook.html?contentId=E2KDIB8sf4i_4KeJoSrmKQ) - [Associate a service definition with a category](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-def-category-associate-service.html?contentId=LUS3yEyznH3hLLZfXGecdA) - [Configure user criteria for a service definition](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-user-criteria-for-a-service-definition.html?contentId=3a0zF2oY3WRDkk8tgFRuqA) - [Configure customer criteria for a service definition](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-customer-criteria-for-a-service-definition.html?contentId=h52de1oY2x8JkXrrMzH4YA) - [Create entity criteria](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-new-entity-criteria.html?contentId=ydfuT6Sdk0rHMVlZpe2U5g) - [Configure default field values for a service definition](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-def-default-field-values.html?contentId=rFhm85igXAht6Mrh_ElZXg) - [Configure catalog items for a service definition](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-def-config-catalog-items.html?contentId=5I9SvYEPObqFOsgS5PI5cg) - [Configure related services for a service definition](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-def-config-related-services.html?contentId=Urg8b41UONUvKnP9q_pb3g) - [Associate service organizations with a service](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-services-to-service-organization.html?contentId=l1xsEb_3htxQeahNajemiw) - [Add a case type to the Case interceptor](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-def-config-case-interceptor.html?contentId=euMLz8vyinFkGkTNQ7d5yA) - [CRM Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspaces-configure.html?contentId=F0fOz21AUqRxkuYvNj3~qg) - [CRM Workspace overview](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-config-workspace-overview.html?contentId=AtRqtB1mbnwgJ6WhlG6qFA) - [CRM Workspace features](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-feature-overview.html?contentId=fxrFdti~uOHcqywxZ4kLHA) - [Landing pages](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-landing-pages.html?contentId=cOl8u~okTqeyij4NmWBF8Q) - [CSM Landing Page](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-ws-landing-page-original.html?contentId=TU0VW8oxxDHPkqO~ZEaP3g) - [CSM Landing Page - Premium](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-ws-landing-page-premium.html?contentId=bYguO9BmZ4cqjS1HwgRxVg) - [Dashboard landing pages](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-ws-landing-page-dashboard.html?contentId=nhFP7tJd20IKeUXOHeXTAw) - [Form headers](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-form-headers.html?contentId=ZbEaNvY8dzH~0qz9GatGag) - [Form ribbon and components](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-agent-workspace-ribbon.html?contentId=dQDHdDQAZ9v5qNZz5JKRgQ) - [Form features](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-agent-workspace-agent-actions.html?contentId=ghBR6O48f36e_C75qU3b_g) - [Chat session tabs](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-chat-session-tabs.html?contentId=2z6lC05tv1rDfeem5_9FpQ) - [Configure chat session tabs](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-chat-session-tabs-configure.html?contentId=KVJ55JqpQhdEdVBURYDvsQ) - [Edit or remove chat session tabs](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-chat-session-tabs-edit.html?contentId=npyRxcgGuFnJ6MirivYXRQ) - [Notifications for agent mentions in records](https://www.servicenow.com/docs/r/zurich/customer-service-management/notifications-for-agent-mentions-in-records.html?contentId=DXWM3JdD0bganLQzg2~_eg) - [Organize records tabs with ServiceNow Link Manager](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-snow-link-manager.html?contentId=Bf_sQrMC_QXkFaSob6pTlA) - [ServiceNow Link Manager for Google Chrome](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-snow-link-manager-chrome.html?contentId=Cl5GS9bLge~FAuZbcSNAbQ) - [ServiceNow Link Manager for Microsoft Edge](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-snow-link-manager-ms-edge.html?contentId=NlrFHJuRYip9JTwy4U7eYA) - [ServiceNow Link Manager for Mozilla Firefox](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-snow-link-manager-firefox.html?contentId=KttVUPZZDpDk~rg9bScKoA) - [Form templates](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-form-templates.html?contentId=P8J5~8rkx4Nmnwg098dZpQ) - [Chat summarization](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-config-ws-chat-summary.html?contentId=MkExUd~rISn4BULZRcuw8A) - [Interaction wrap up with modeless dialog](https://www.servicenow.com/docs/r/zurich/customer-service-management/interaction-wrapup-modeless-dialog.html?contentId=8SBHy9I6KjRq3Vd3B9t~Sw) - [Customer Central](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-central.html?contentId=JFHusMlVsaqcI2kfm5WtRQ) - [Customer History component features](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-history-component-features.html?contentId=UXv6TxN6Dab8Ep~Bk9UEDw) - [Configuring the Customer History component](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-central-configuration.html?contentId=COLvnL10q2NKrVFPKpKgOQ) - [Lookup and verify](https://www.servicenow.com/docs/r/zurich/customer-service-management/lookup-and-verify-overview.html?contentId=Ea2NQWBSkRPr9nTAOwhXIQ) - [Case action status](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-action-status-csm-workspace.html?contentId=bdH27OTLS_EyXjG8AVYSIA) - [Third-party data integration for CSM](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-third-party-data-integration.html?contentId=LLPQGR4plTF9GdHqFyX03w) - [Solution overview](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-third-party-data-overview.html?contentId=OiT1hIychVNmZ1hUPMzazA) - [Solution components](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-third-party-data-components.html?contentId=oI_itKOKv5ySEj~Ui_GiXA) - [Sample remote table script](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-third-party-data-scripts.html?contentId=ZuOwoRvmfWyjac6WvE4q7w) - [Configure third-party data integration for CSM](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-third-party-integration.html?contentId=YNzd~R8tiGYYgRy0HuXHnA) - [Reference Salesforce integration using remote tables](https://www.servicenow.com/docs/r/zurich/customer-service-management/data-integration-salesforce-example.html?contentId=dHXTquRYJUsUFa3l64BgBg) - [Using remote tables and the Salesforce spoke](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-integration-remote-tables.html?contentId=fhlI2RWw4LTxfvkFTTXuJQ) - [Using the IntegrationHub Salesforce spoke](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-integration-salesforce.html?contentId=jWfNh~pN4OG9No4cYzyALg) - [Retrieve opportunities](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-integration-salesforce-spoke.html?contentId=634zaDk2S2hOXmZR_oH96A) - [Get All Opportunities custom action](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-get-all-opportunities-action.html?contentId=YAD8oaiONnN5ETVl6NSrYg) - [Get Opportunities for Account Id custom action](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-account-opportunities-action.html?contentId=jyBhWorzSY9FClv0Q0Wt5A) - [Get Opportunities Details custom action](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-details-opportunities-action.html?contentId=yCnsRytK5FdQcWxFusfGvA) - [Remote tables and definition](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-remote-tables-definition.html?contentId=ptZDCgI~MtIHRY~O0CJhUQ) - [Example script that queries the Opportunity table](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-opportunity-table-script.html?contentId=oUuv9Bzk9~Dm52uVSoaofg) - [Connect opportunities to customer accounts](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-related-list-opportunity-table.html?contentId=zFPdDWk~Fgl7ypzlonlvfw) - [Set up CRM Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-config-workspace-set-up.html?contentId=sfijsG30dheyLpm8yY8e2Q) - [CRM Workspace record pages](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-config-workspace-record-pages.html?contentId=1Ya4eLuEKIzxPtUBceaBVQ) - [Front-line case page](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-front-line-case-page.html?contentId=37Pch77OxJZDwJbvaoO2yA) - [Modeless dialogs](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-front-line-case-page-modeless-dialogs.html?contentId=sWq7x8qMr2XSmEs4La8yRQ) - [Lookup component](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-record-page-lookup-component.html?contentId=Ai17tv0oEOYzCFfaIZh1Jg) - [Task SLA cards component](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-record-page-sla-card-component.html?contentId=58_0ft38D4AtioKI4pLLTg) - [Task activity timeline preset and controller](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-record-page-timeline-component.html?contentId=wpaWrymb1_3C~RZMRfVnyQ) - [Record List component bundle](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-record-page-record-list-component-bundle.html?contentId=YInNjlgc977H3B98snLoQg) - [Front-line case page keyboard shortcuts](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-front-line-case-page-keyboard-shortcuts.html?contentId=DK6AN4gmVY0cwZHXtIahVw) - [CSM default record page](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-default-record-page.html?contentId=TxjJCUcOG1P~H7A6FHh9Sg) - [CSM Interaction record page](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-interaction-record-page.html?contentId=sJwnJOD4zkSKBEhEoR5wFg) - [Email Interaction record page](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-email-interaction-record-page.html?contentId=~6pDoOJJj0wkL1wlpAMEJw) - [CSM voice interaction record page](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-native-voice-record-page.html?contentId=AVoQWqpY2scrT8PadNY9pg) - [CSM centered chat interaction record page](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-centered-chat-interaction-page.html?contentId=yRXX9Jz_18SPFAJDaDyumw) - [Creating pages and page variants](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-ws-create-page-variant.html?contentId=odoc138O6LuR_u441hcfYw) - [Set record page order](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-ws-set-record-page-order.html?contentId=vE6kHNDomPogVMIfHcF~EA) - [Customize a record page](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-ws-custom-record-page.html?contentId=oUbV6qhMnZVFvHvA7kOqLA) - [Configure the Front-line case page action bar](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-front-line-case-page-action-bar.html?contentId=kn8Gj8Vcv0KrWuShV8LVzw) - [Add the Timeline component as a standalone component](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-timeline-component-as-standalone.html?contentId=MJN0tH4LNxfU5rprghxqJA) - [Enable the Timeline component to refresh](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-timeline-component-to-refresh.html?contentId=5egRf0TNWpgxlkNi93wmpw) - [Restore Recommended Actions on record page variants after upgrade](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-enable-ra-variant-record-page.html?contentId=K859xLuxfg8VorVhNZkFpg) - [Configure record pages to hide Customer Central components](https://www.servicenow.com/docs/r/zurich/customer-service-management/record-page-hide-cust-central-component.html?contentId=ZKqkkMd1tm5s1NQWiiQcOQ) - [CRM Workspace page templates](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-config-workspace-page-templates.html?contentId=ZpksU0fDjvMalAEloI~FHQ) - [Using AI Search with CRM Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-config-workspace-ai-search.html?contentId=NKkfppsUBbcWjx6dWUn3jw) - [Open the CSM/FSM Configurable Workspace experience in UI Builder](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-config-ws-open-in-uib.html?contentId=JZjOK7WiP9qkyd2IrwwFog) - [Create a landing page](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-config-ws-landing-page.html?contentId=eyz~WlgcvXWks9OQZYBh~w) - [Set up a ribbon configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-config-ws-ribbon.html?contentId=MdHGnYcTOSmZUiLa8uRWTw) - [Set up a form header](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-config-ws-form-header.html?contentId=cenTvGEGLontgqBo8vv01Q) - [Set up a highlighted value in a form header](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-config-ws-highlight-value.html?contentId=UDK72WX8N3sBnp5bzCLWOw) - [Set up a form action](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-config-ws-form-action.html?contentId=S71clfvzdrEReKG7SyWAJw) - [Display form ribbon and form header values](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-display-header-in-sidebar.html?contentId=GMsgprDrA7ypHZiypRMBPA) - [Display field values as interaction record tab titles](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-display-values-as-tab-titles.html?contentId=YaCc7VmDpgrynRI89GQOjA) - [Enable the Create Case UI action for case type selection](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-config-ws-ui-action.html?contentId=Jipdfje_ADY2XonFTv0mfw) - [Configure tabs in the contextual side panel](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-ws-side-panel-tabs.html?contentId=WHEEx7yWn4PS9tmLMAzbVg) - [Configure the Agent Assist](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-ws-agent-assist-table-configid.html?contentId=6TDi~5m~j7QarxasSQJ8OQ) - [Filter activities in the activity stream](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-csm-ws-activity-stream-tags.html?contentId=TKKmAQs2hKaA81ufh4Bg4w) - [Auto-dismiss alerts](https://www.servicenow.com/docs/r/zurich/customer-service-management/auto-dismiss-alerts-in-csm-configurable-workspace.html?contentId=IycOUQRwy6c6ev_YjCMGpg) - [Set up additional CSM workspace features](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-config-workspace-feature-set-up.html?contentId=vZSqE69RqB~yF_6SWsItXw) - [Migrating to Configurable Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/migrate-to-configurable-workspace.html?contentId=w5wle1DfjXC_vCasdCdIBw) - [Explore CRM Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/exploring-configurable-workspace.html?contentId=CLFbBv5lMJPKMbjx_0AIhA) - [Migrate to CRM Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-migrate-configurable-workspace.html?contentId=YW4c2BhOaLJ9QpqU1oZMrA) - [Activity stream](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-activity-stream.html?contentId=TUdP_wneaASgtH8choJ1NQ) - [Agent assist](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-agent-assist.html?contentId=uTh1TpTcdwqbwSGqasK54g) - [Agent chat](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-agent-chat.html?contentId=oAofMwA7NxAxbnlqpi3D9w) - [Branding and theming](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-branding-theming.html?contentId=2xj679__njO2BgvWOGlNWQ) - [Email Composer and Email Viewer](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-compose-preview-email.html?contentId=smIcIAsqC58IJgUMG1ufKg) - [Customer Central](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-custom-central.html?contentId=Oaf8C_tj4mn_QeKEBGLZZQ) - [Declarative actions](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-form-declarative-actions.html?contentId=AyqzYX~ErjRezHOPaJsmDA) - [Forms](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-forms.html?contentId=EvnXGniWfz4~6Idtn2wOtw) - [Form headers](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-form-headers.html?contentId=9zbHXtfQQ6PnJRxm5gPSqA) - [Global Search in configurable workspaces](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-search-config.html?contentId=3KJ3VK6CdcF_g4hl4OaB8g) - [Highlights](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-form-highlights.html?contentId=TaeL8kuFkTFwTYpIaSRWrw) - [Lists](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-lists.html?contentId=qUQ20hQbeOuAWdgtMlb50g) - [Ribbons](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-form-ribbons.html?contentId=_O7Qfw4V8jqDc3z99N3nnQ) - [UI Action Bar](https://www.servicenow.com/docs/r/zurich/customer-service-management/migration-form-ui-actions.html?contentId=sqoRVm0cmmyXIEXyJt54Xg) - [Case routing and assignment](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-routing-and-asign.html?contentId=RKHQ7zOTmCLfEdkfMTCsQw) - [AWA for CSM](https://www.servicenow.com/docs/r/zurich/customer-service-management/awa-csm-overview.html?contentId=aTnAiiuykbAyIz4JL79lfg) - [Set up an AWA channel for case tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-awa-channel-case-tasks.html?contentId=k4gUwo4ijJSAnADT4xlD3g) - [Configure AWA queues for the proxy contact role](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-awa-queue-for-proxy-contact.html?contentId=_zfBzr0SOIgi6w4JlW7n5w) - [Agent tools](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-tools.html?contentId=HhCQ8EX2v79dXZ_UhITwFA) - [Guided Decisions configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/setting-up-guided-decisions.html?contentId=B_lkPm9rMMCfFv2ncg9~dw) - [Decision trees in Guided decision](https://www.servicenow.com/docs/r/zurich/customer-service-management/decision-trees-in-guided-decisions.html?contentId=hUKboMzG61E71tPL_MY6Cg) - [Decision tree elements](https://www.servicenow.com/docs/r/zurich/customer-service-management/guided-decision-tree-elements.html?contentId=7rT5GEO6qseStDnwv5L5KQ) - [Decision tree nodes](https://www.servicenow.com/docs/r/zurich/customer-service-management/guided-decision-tree-node-types.html?contentId=3guGbvfY7kFDrrUQNhyQFQ) - [Linking inputs in decision tree nodes](https://www.servicenow.com/docs/r/zurich/customer-service-management/guided-decision-tree-input-mapping.html?contentId=_4gp2j50qcX44wmIXR4ZZQ) - [Decision tree paths](https://www.servicenow.com/docs/r/zurich/customer-service-management/guided-decision-tree-paths.html?contentId=TA~NgZfZcoAgHDgrzT6XlA) - [Example configuration of a decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/example-decision-tree.html?contentId=7WrjiJ_JvSQeCiFcSmykuw) - [Preparation for creating a decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/preparation-for-creating-a-decision-tree.html?contentId=Ny3aBCtEvU8cOQUNYECEgQ) - [Create a decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-decision-tree-credit-card-transaction-failure.html?contentId=QHOZ6wdDp91xUtofrWlKGg) - [Create the Initiate transaction tracking guidance](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-the-initiate-transaction-tracking-guidance.html?contentId=4ONhCAwnHEbzQs7yKlulDw) - [Create a guidance action](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-guidance-action-ga-use-case.html?contentId=psDN6EacAFZ~91tMjvX9ew) - [Configure the start node for cardholder and transaction details](https://www.servicenow.com/docs/r/zurich/customer-service-management/ask-card-holder-and-transaction-details.html?contentId=yZUem~QdK_rYf35MpU2Tqw) - [Configuring paths with conditions whether the amount is debited or not](https://www.servicenow.com/docs/r/zurich/customer-service-management/configuring-paths-for-next-nodes.html?contentId=AgOArsJvNpKbj_GRHVfZrQ) - [Transaction tracking](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-guidance-node-initiate-transaction-tracking.html?contentId=g39XUy6DVxjo03pToGFpPQ) - [Configure a question node for further assistance](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-a-question-node-for-further-assistance.html?contentId=sYofl9wtNEMMEEQwHDFdcQ) - [Configure a question node to ask failure codes](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-question-node-to-ask-failure-codes.html?contentId=bCaIL_e7dos0ajlNyScU4w) - [Configure paths for different failure code conditions](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-path-for-200-failure-code.html?contentId=0ODkbzLl6vTShnB3W_smOQ) - [Associate guidances for different failure codes](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-guidances-for-different-failure-codes.html?contentId=FqiDXGH_NJ54RCUK5mD~TA) - [Activate the Troubleshoot credit card transaction failure decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/example-activate-guided-decision-tree.html?contentId=5f3HtK5tKQcboWZ50k4Q4g) - [Install the Guided Decisions Experience application](https://www.servicenow.com/docs/r/zurich/customer-service-management/install-guided-decisions-exp-app-new.html?contentId=4IvZDcOjcP7PRMCHyG31nQ) - [Installed components](https://www.servicenow.com/docs/r/zurich/customer-service-management/components-installed-with-guided-decisions.html?contentId=sOnCE7gXTGBePFaxKIAMRA) - [Configuring guidances and decision trees](https://www.servicenow.com/docs/r/zurich/customer-service-management/configuring-guided-decisions.html?contentId=p~BSnoF~WwQK6urKRAp2qQ) - [Create a guidance in the Core UI](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-guidances.html?contentId=REYuS0v_xhX1SPXk3qELxQ) - [Configure guidance detail experience](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-guidance-preview-detail-experiences-ga.html?contentId=nde0FjaKraOseg6OyaDqXw) - [Create a guidance action for a guidance](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-guidance-action-ga.html?contentId=V1O9VXGsRuQfXpoAPpkowg) - [Create a decision tree in Core UI](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-decision-trees-gdb.html?contentId=xQb27iXohCwPRGlzX0bpGg) - [Configuring decision trees in Decision Tree Builder](https://www.servicenow.com/docs/r/zurich/customer-service-management/decision-trees-in-gdb.html?contentId=KDJ6MpfldLCid4WOSTTnxw) - [Add questions or instructions to a decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-start-node-gdb.html?contentId=59iJI6mcAjFb7aUS5pRdgg) - [Answer types for questions](https://www.servicenow.com/docs/r/zurich/customer-service-management/type-of-answer.html?contentId=hQ3GRed6uaBJIcE58PPtdw) - [Determine the next node displayed in a decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-path-in-gdb.html?contentId=tM9UmYQvqHZxouQrn3_U~A) - [Add Questions to a decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-decision-node-in-gdb.html?contentId=P9dsV_DE09uNQNFPx2YcIA) - [Provide actions to agents in a decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-guidance-in-gdb.html?contentId=g39hMcZlRhefFfnK7P~yrA) - [Link an activated decision tree to this decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-linking-node-dtb.html?contentId=1rTAXwYZkFDeQOQXvCEX9A) - [Reuse answers at decision points](https://www.servicenow.com/docs/r/zurich/customer-service-management/map-inputs-in-decision-guidance-node.html?contentId=IFHwFZyx16Z4u7i_~EC_ow) - [Activate a decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-guided-decision-tree.html?contentId=Xt72~0KRPvZECdAzo9j3Xg) - [Revert to the previous activated decision tree version](https://www.servicenow.com/docs/r/zurich/customer-service-management/discard-latest-changes.html?contentId=UQWiEBiL5KvSf5n8q1GSkQ) - [Validation error notifications in Decision Tree Builder](https://www.servicenow.com/docs/r/zurich/customer-service-management/validation-errors-builder.html?contentId=p4DxlLi~xnxoSZf~fg7p4g) - [Validation errors](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-validation-errors.html?contentId=6E1GXO88lORVZ8mnSGGTzQ) - [Editing decision trees in Core UI](https://www.servicenow.com/docs/r/zurich/customer-service-management/decision-trees.html?contentId=8xcQ3XKFmHsiNxKhufshTA) - [Edit a decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-decision-trees.html?contentId=dpdcE~k4yIa51Z9Y8uefGA) - [Add questions or instructions to a decision input](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-decision-input.html?contentId=TmhGwLc2luL~ZhIVclSKfQ) - [Determine the next node in a decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-decision-paths.html?contentId=AWvqAVa5A03MwZc~Xt789A) - [Provide actions to agents in a decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-guidance-path.html?contentId=2fsWa6k03Jb_xptZh5VgVA) - [Link task input in the start node to the guidance](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-task-input-to-guidance.html?contentId=ExXxq6OkIM8mvZ5_ijbd2g) - [Link another decision tree to this decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-linking-node.html?contentId=36SB1silOjrTqPIdqhJ79w) - [Add a next node after a guidance node](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-next-node-after-guidance.html?contentId=iRWUWiU0aNAO64B8MiU~zA) - [Reuse answers at decision points](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-input-mappings.html?contentId=VAVsuDG99CSleTWElGOBww) - [Delete a decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/delete-decision-tree.html?contentId=cbH~A5X7Bkg1A3Hh~B0pkQ) - [Add Guided Decisions to Recommended Actions](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-guided-decisions-to-recommended-actions.html?contentId=XgYbmTzVF6WcTEIAYbMaVw) - [Add Guided Decisions to playbooks](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-guided-decision-playbook.html?contentId=A4qajBBF1vhjTQh9kPx7Tg) - [Add Guided Decision with inputs/outputs to Playbook](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-gd-input-output-playbook.html?contentId=prufGEVTqXCmveerjuv0GQ) - [Add Guided Decisions to Service Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-guided-decisions-service-portal.html?contentId=ewI9j2pNKM8sgNFhuH2YpQ) - [Match the decision tree theme to the Service Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/apply-new-theme-to-service-portal.html?contentId=2ffAzbLtPs2Sr85d9C9vHg) - [Playbooks in Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/setting-up-csm-playbooks.html?contentId=zfc_UEuX3P9RoVMSeqhPBQ) - [Playbook layout and features](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-layout.html?contentId=bKYy3_5JKqYhncBBnZO_nA) - [Playbook capabilities](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-case-playbooks.html?contentId=sdMv33OB2viO972qD6XFDQ) - [Playbook terminology](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-terminology.html?contentId=16oKS9n1rdj90VzkR6q6xw) - [Playbook page templates](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-templates.html?contentId=P1wf2qsXGlnlQdrXq3FcVQ) - [Playbook activity stream component](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-activity-stream-component.html?contentId=42X75RNYunK1fFEqAOAJLA) - [Playbook related items component](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-related-items-component.html?contentId=VPsKKJ1ENMJrN~8ATy3JgQ) - [Playbook lookup component](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-lookup-component.html?contentId=wuN8vd884CADlXcLBNQ6Hg) - [Playbook contextual side panel component](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-side-panel-component.html?contentId=5gKSivlH9sw7bDVhPO6_xA) - [Playbook modeless dialogs](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-modeless-dialog.html?contentId=__CpoPH8DZhEyK7z5TpwAA) - [Playbook case summarization component](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-case-summary-component.html?contentId=DppfzafQD45A78rT6gT9Sw) - [Playbook pages](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-pages.html?contentId=OQ4XFwq_p6VDUiLDsw7t8w) - [Case playbook: horizontal stages record page](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-horizontal-stages.html?contentId=OPA4WVmaaNop4OySdvBQcA) - [Case playbook: vertical stages record page](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-vertical-stages.html?contentId=QbSvUxssR0y0VKSlwbZ_yQ) - [Activate a playbook page or page variant](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-process-based-page.html?contentId=NRzUcpwL91i9k9N4eycsDA) - [Customize the page header](https://www.servicenow.com/docs/r/zurich/customer-service-management/customize-process-form-header.html?contentId=eRWgRoWZ0fSs7lyUxqye6A) - [Customize UI actions](https://www.servicenow.com/docs/r/zurich/customer-service-management/customize-process-ui-actions-bar.html?contentId=MRrdY1VYlT8n255FOiwL8A) - [Customize content in the left side panel](https://www.servicenow.com/docs/r/zurich/customer-service-management/customize-content-left-side-panel.html?contentId=U6gSeqOtWDfsBLIrUH_zXA) - [Customize tabs in the contextual side panel](https://www.servicenow.com/docs/r/zurich/customer-service-management/customize-process-tabs-in-side-panel.html?contentId=gpv3XAaeqYYgzoYfw_61tA) - [Customize dynamic related records](https://www.servicenow.com/docs/r/zurich/customer-service-management/customize-dynamic-related-records.html?contentId=EvnmK0Er0hI5hcNTN97gug) - [Define an EVAM view configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/define-csm-evam-view-config.html?contentId=wKR_z1HkZ7LEw76HM_pA3A) - [Configure the app route to use an existing subpage](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-app-route-for-subpage.html?contentId=TmwTu2I4MtgvFy9gA0Jtrw) - [Playbook applications](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-apps.html?contentId=uZ2DWY5cxXnjT17vCKzGww) - [Case Playbook for Onboarding](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-type-onboarding.html?contentId=20CaC1JJpUouSNROuuMtHQ) - [Case Playbook for Complaints](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-complaint-overview.html?contentId=nIRqVo5CYwS6Uo6m~k8DXw) - [Case Playbook for Product Support](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-product-support.html?contentId=cTjIjX_xNMo22lJRC4nYhA) - [Configure Playbooks for Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbooks-configuring.html?contentId=67VmxMC7V8jE9g3FLpZiNQ) - [Select a playbook activity view](https://www.servicenow.com/docs/r/zurich/customer-service-management/playbook-select-activity-view.html?contentId=ehmd4BU2Dh3iWSdfYJbggQ) - [Configure playbook stage and activity visibility](https://www.servicenow.com/docs/r/zurich/customer-service-management/playbook-config-activity-visibility.html?contentId=xmzludGm3tYW6~7LCseApQ) - [Set up a record generator for case type](https://www.servicenow.com/docs/r/zurich/customer-service-management/setup-record-generator-for-case-type.html?contentId=jsu74z9HzbcB8uXSNz8XWQ) - [Configure an optional activity for a playbook](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-optional-activity-for-a-case-type-playbook.html?contentId=gEsFxpA9wvCMAM6git7vbQ) - [Playbooks for Portals](https://www.servicenow.com/docs/r/zurich/customer-service-management/playbooks-for-portals.html?contentId=BDr9bcLYd3VNALAX3Nv1Cw) - [Set up predefined Playbooks for Portals](https://www.servicenow.com/docs/r/zurich/customer-service-management/setup-onb-playbks-for-portals.html?contentId=FmlKIZZ~DZobtCsJGF_JwQ) - [Activate the draft state for the onboarding case type](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-the-draft-state-in-the-onboarding-case-type-state.html?contentId=i~idFXMB~vhcu0ZLFn0P6w) - [Activate the record generator](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-the-record-generator.html?contentId=PkvAZqVlCzYg7FkHUJ8OJA) - [Activate a new onboarding playbook with self-service](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-a-new-onboarding-playbook-with-self-service-in-pad.html?contentId=8qDc4Z4rOXNBsnJCUAax1Q) - [Activate guided onboarding in Playbook content items](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-guided-onboarding-in-playbook-content-items.html?contentId=a4yFEJEpJajvyi0tiMAlEw) - [Add the Process tab to the portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-process-tab-portal.html?contentId=FcnPez8_1Xna2rB2anpKXw) - [View cases in Draft state on the portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/playbook-for-portals-my-draft-cases-list.html?contentId=bPnLvkswhEysv8YgrKuuaA) - [Set up custom Playbooks for Portals](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-playbooks-for-portals.html?contentId=sLuk_wJM~0Fy_hX79X~tFQ) - [Enable a reflow for your UI Builder pages](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-reflow-for-new-uib-pages.html?contentId=lazieMVgN6OcfHlfyIDshQ) - [Configure dynamic related records](https://www.servicenow.com/docs/r/zurich/customer-service-management/dynamic-related-records-configure.html?contentId=eL4~Ytyd3kLTUJ7S5DnSNg) - [Dynamic related records](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-contextual-related-records.html?contentId=79Ecft_rkPVywyTeWplkNQ) - [Using the Related Records tab in the contextual side panel](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-dynamic-related-records.html?contentId=5k4MPQ2Ld7gnnkJWBpf5~w) - [Related records shared page](https://www.servicenow.com/docs/r/zurich/customer-service-management/related-records-shared-page.html?contentId=5AETho3uwa1fxYMbUBYhjA) - [Dynamic related record tables](https://www.servicenow.com/docs/r/zurich/customer-service-management/dynamic-related-record-tables.html?contentId=tRWwOvxxzR4zw8p1mOV31A) - [Configure related record contexts](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-related-record-contexts.html?contentId=dwGAz2vn7itC6XO6XewyCA) - [Associate related record definitions](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-record-definition-to-context.html?contentId=knU_IOStILtE46TUZMnk_w) - [Configure related record definitions](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-related-record-definitions.html?contentId=7UtWXOoIcrAQmAtMyxRVEg) - [Configure the maximum number of related records to display](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-max-num-related-records.html?contentId=k0rcBkzOyr_gFJoYrL03kA) - [Configure Customer Central](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-customer-central.html?contentId=tWWZCX_1Z~P_4Wd_F1GCTg) - [Activate Customer Central](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-customer-central.html?contentId=TxzNYKt8hGmuSI4D~RYMsw) - [Create data for Customer Central](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-customer-central-data.html?contentId=3hvNXh4BzZ1VxFD2BPwVOg) - [Configure Customer Central properties](https://www.servicenow.com/docs/r/zurich/customer-service-management/properties-customer-central.html?contentId=arLXUYpB87qlZ7Zjvvs6Dg) - [Configure the Customer Information view using CSM Agent Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-information-tab.html?contentId=pJq7o8Y8oSF9Nrz4YfLrnw) - [Configure lists](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-lists-customer-central.html?contentId=qg4QPmwVALu9jG6wfANweQ) - [Configure reports](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-ci-reports.html?contentId=4a2SlqUSOGm7cfzvDAY_Qw) - [Configure records](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-ci-records.html?contentId=R14XzvtG6C1NwvJlBi5pTw) - [Configure Contact Card fields](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-contact-card-fields.html?contentId=ZBJTY_oyeuhc~qjRTK0Log) - [Configure report groups](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-ci-report-groups.html?contentId=xpVYX6RtgqI6msuXGjxZJg) - [Configure customer information contexts](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-ci-contexts.html?contentId=RIJtXSaOlaWN9t3Jtrkrbg) - [Configure the Customer Information view using CRM Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/cust-central-configure-info-tab.html?contentId=V0SS5hs1MvLmrHC1SufGeA) - [Configure the Customer History view](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-customer-activity.html?contentId=zk7I8dmgzTVP8usHQoTiLA) - [Configure component attributes](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-settings-ca-tab.html?contentId=gFJbVsWawi0lueDT7G0fog) - [Configure activity types](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-activity-types-ca.html?contentId=G403Dvc_IOuO2qRhIpUsMw) - [Configure activity groups](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-activity-groups-ca.html?contentId=VvzYNRtyKaoFIplZsojxJA) - [Configure activity type templates](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-act-type-templates-ca.html?contentId=DYn30ewC7acRPEGj~FEtUg) - [Associate activity groups and types to activity contexts](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-act-contexts-ca.html?contentId=wangvb28Fxv57W7097SsCA) - [Create facets for activity contexts](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-facet-customer-central.html?contentId=TDkiT1GyiSIjcQt30jkO5Q) - [Configure the Customer Service mobile application](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-customer-service-mobile.html?contentId=aAGDAoyJmmhkt21_wsKDlQ) - [Enable communication channels](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-comm-channels.html?contentId=oLkOpHhNt~USwljnvmY5vQ) - [Configure](https://www.servicenow.com/docs/r/zurich/customer-service-management/set-up-communication-channels.html?contentId=g0oIU9caVMtoIHDwRpW~xA) - [Chat channel](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_ChatFeature.html?contentId=f2tPZW5tN1rO4t~J0fOA0g) - [Pre-chat surveys](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-pre-chat-overview.html?contentId=HbWrZfDRdEGFHsTiQkgIyA) - [Chat queue](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ConfCustServChatQueue.html?contentId=miVqW5rnspM_9oeLfhFGYw) - [Activate Virtual Agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-virtual-agent-csm.html?contentId=GQVbHlNGz05RgCazeFyjjQ) - [Customer Service Virtual Agent conversations](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-virtual-agent-chatbot.html?contentId=ePqilAPRxvOIID61sF0K_A) - [Integrate with Facebook Messenger](https://www.servicenow.com/docs/r/zurich/customer-service-management/update-authentication-facebook-va-integration.html?contentId=Vh_JTaJ78kXkHomFhq~a~Q) - [Configure pre-chat after upgrading](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-configure-pre-chat-upgrade.html?contentId=p00MIu9SIwwJNqQDunwB2A) - [Email channel](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_CustomerServiceEmailCommunication.html?contentId=JPqFCdmWwKIorhzEHANPhg) - [Email Interaction](https://www.servicenow.com/docs/r/zurich/customer-service-management/email-as-an-interaction.html?contentId=GSq0X1OpGaAil65gsHB6wA) - [Activate Email Interaction](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-email-interaction-customer-service-management.html?contentId=wMcU8nbPPqEhf0Gvrx8e6A) - [View the service channel](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-service-channel-configured-email-interaction.html?contentId=Ren2SrBWe2pz5uHeGQlIGg) - [Advanced Work Assignment for email interactions](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-advanced-work-assignment-route-email-interactions.html?contentId=zIhXu4gL15Tpc4HvBTxAKw) - [Configure flows for incoming emails](https://www.servicenow.com/docs/r/zurich/customer-service-management/creating-flows-incoming-emails-create-update-interactions.html?contentId=QtSsVWbmWSyo7359uItjVA) - [Activate a flow for Email Interaction for CSM](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-flow-email-interaction.html?contentId=zsvojTGaOtB73CbYQSoSvA) - [Define a custom flow to create or update email interactions](https://www.servicenow.com/docs/r/zurich/customer-service-management/defining-custom-flow-create-update-email-interactions.html?contentId=V2U51TybVx30GNx77rH_rw) - [System properties for configuring Email Interaction](https://www.servicenow.com/docs/r/zurich/customer-service-management/system-properties-for-configuring-email-as-an-interaction.html?contentId=nmnxv~QygnGeFV7sYgYRSQ) - [Ongoing notification for email interactions](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-ongoing-notification-email-interactions.html?contentId=gdjnv73mYuzliM8ltQR9UA) - [Enable agents to reply with email history](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-agent-respond-customer-email-activity-history.html?contentId=f7fvoECuCDU~lIsnPrDmbQ) - [Configure email notifications for an interaction](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-email-notifications-interaction.html?contentId=~_Kw7_JKG6AxNv8PasolMQ) - [Configure email reminders for an interaction](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-email-reminders-interaction.html?contentId=jVufZ96Vh50CGOrF2D5Jfg) - [Enable Recommended Actions for an email interaction](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-recommended-actions-email-interaction.html?contentId=mcILGA0qturNpi7pu9eL8Q) - [Customize the email interaction experience](https://www.servicenow.com/docs/r/zurich/customer-service-management/customize-email-interaction-experience.html?contentId=9lIRxFsEz3S1rx7_TvqEmw) - [Customize the New Activity marker for an email interaction](https://www.servicenow.com/docs/r/zurich/customer-service-management/customize-new-activity-marker-email-interaction.html?contentId=KCr9WXf_TlEjmJpPyhJhhw) - [Customize an email compact header for an email interaction](https://www.servicenow.com/docs/r/zurich/customer-service-management/customize-email-compact-header-email-interaction.html?contentId=Jx6WA3CucCNSTNh1zi1Dmw) - [Customize showing a full conversation in UI Builder](https://www.servicenow.com/docs/r/zurich/customer-service-management/customize-show-full-conversation.html?contentId=9HsuwXqOR4qj15I_bh2eXQ) - [Email to case](https://www.servicenow.com/docs/r/zurich/customer-service-management/email-to-case.html?contentId=IpZjFaxHehydz7LcVYYPnQ) - [Configure an email address for a product](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ConfigureEmailCommunication.html?contentId=l0daGsTW89pHowKiiB9utg) - [Configure an email subject line prefix](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ConfigureAnEmailSubjectLinePrefix.html?contentId=OozWEBYlhAMu9QlamrKaXg) - [Customer service email properties](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_CustomerServiceEmailProperties.html?contentId=eGvpEQ0CmSbS_VklfmLDIA) - [Disable email responses from the case activity stream](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-email-response-from-case.html?contentId=n8nrcK86YV3UkoqSzsJHwg) - [Configure process rules for incoming emails](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-rules-incoming-emails-create-assign-cases.html?contentId=VYzJr7NRDI7QNIjKuR55lA) - [Define rules to process incoming emails](https://www.servicenow.com/docs/r/zurich/customer-service-management/define-process-incoming-emails.html?contentId=y60pklPRtA4tMJiZOUkb3w) - [Configure email and comment notifications](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-email-notifications.html?contentId=LOEz~xPx4__b6bmvEZKK0g) - [Send case replies with interaction emails](https://www.servicenow.com/docs/r/zurich/customer-service-management/send-case-email-replies-interaction-emails-activity-history.html?contentId=JG9JgtxUsoQ2yi~RjXUoLw) - [Phone channel](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_PhoneCommunication.html?contentId=s69Y9DfSdH2cjHkS~AQ_0g) - [Configure with OpenFrame](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CreateAnOpenFrameConfiguration.html?contentId=pjwJ~LYLuTD0WBdS40Y2bw) - [Integrate voice via OpenFrame](https://www.servicenow.com/docs/r/zurich/customer-service-management/openframe-cti-events.html?contentId=tZiMZVxlq6yAT94T0fMENg) - [Social media integration](https://www.servicenow.com/docs/r/zurich/customer-service-management/social-media-integration.html?contentId=fDd_FDoABHtY5FYtFvkRkg) - [Chat Zoom Connector](https://www.servicenow.com/docs/r/zurich/customer-service-management/chat-zoom-connector.html?contentId=rTOWkvratBltAGCn5n8D3Q) - [Configure Chat Zoom Connector](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-chat-zoom-connector.html?contentId=oAtT5qcvQ_roRTcgWPt6GQ) - [Configure application-specific field values](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-chat-zoom-ext-pt.html?contentId=yLXu1v0P6qrfxdEeU~iaZQ) - [Activate the quick action for Zoom meetings](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-chat-zoom-quick-action.html?contentId=znLv3eBux97lVFyeEi8~8A) - [Set up Engagement Messenger](https://www.servicenow.com/docs/r/zurich/customer-service-management/setting-up-engagement-messenger.html?contentId=tpzix54TqVRIhbSfJ6dj0Q) - [Engagement Messenger](https://www.servicenow.com/docs/r/zurich/customer-service-management/engagement-center.html?contentId=tWxQ6fpXr4Bg8xX64MRVyw) - [Features of Engagement Messenger](https://www.servicenow.com/docs/r/zurich/customer-service-management/features-of-engagement-messenger.html?contentId=fcuMBcFTvI~G6jjKROy0Zg) - [Install Engagement Messenger](https://www.servicenow.com/docs/r/zurich/customer-service-management/install-engagement-center-app.html?contentId=_u3b8m7t_dKHNGaJmD4KDQ) - [Configure Engagement Messenger](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-engagement-messenger-module.html?contentId=1Rf8p6sqtcyHnDTV1EJxYA) - [Engagement Messenger module theme requirements](https://www.servicenow.com/docs/r/zurich/customer-service-management/engagement-messenger-theme-requirements.html?contentId=ztGXTDoOJKMwQu3w3iZDdQ) - [Default font sizes for search result text in Engagement Messenger](https://www.servicenow.com/docs/r/zurich/customer-service-management/modify-search-result-font-size-auto-spell-correction-text.html?contentId=QOVJNJhUwaPbBBevzF3QFg) - [Change the default chat mode for the Chat feature](https://www.servicenow.com/docs/r/zurich/customer-service-management/em-set-default-mode-of-chatting.html?contentId=QhqubaaqacygjhoEnSdCFg) - [Configure email notifications for unread chat messages](https://www.servicenow.com/docs/r/zurich/customer-service-management/setup-email-notification-unread-message.html?contentId=1cVZuOpha6EnumxfG7b~Kg) - [Enable Engagement Messenger for blocked third-party app cookies](https://www.servicenow.com/docs/r/zurich/customer-service-management/allowlist-em-third-party-website.html?contentId=vs4QC4uOlvXVv4pTobzoPg) - [Update Engagement Messenger launch URLs to the latest version](https://www.servicenow.com/docs/r/zurich/customer-service-management/contextual-launch-update-version.html?contentId=uDLV0ivvcpsJaFnzWhno5w) - [Engagement Messenger properties](https://www.servicenow.com/docs/r/zurich/customer-service-management/additional-config-for-engagement-messenger.html?contentId=ylEv8UduBZdT~gV5kSA6vA) - [Feature configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-features-of-engagement-messenger.html?contentId=RnSm5PpwPvUSdj4H5ctS2g) - [Enable AI search for unauthenticated users](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-ai-guest-user.html?contentId=NIqpo4dimrBHtLgMRwQwOw) - [Default behavior of Engagement Messenger](https://www.servicenow.com/docs/r/zurich/customer-service-management/em-customize-behavior.html?contentId=kpSKWjIRM5YnKM_yDWUFRA) - [Proactive Recommendations configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/em-behav-recom.html?contentId=OdvvNx~4La9L0dbQ8H1SiA) - [Integrate proactive recommendations on a web page](https://www.servicenow.com/docs/r/zurich/customer-service-management/em-contextual-help.html?contentId=9zX9SgeVW6BveYJzgvB7Dw) - [Create an identity provider (IdP)](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-identity-providers-for-engagement-messenger.html?contentId=IEToDI54NlOsZGXoKqw2SA) - [Configure a CORS rule](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-cors-for-rest-api-ec.html?contentId=Si_eWaJoSip~mTBzBbMM7A) - [Create HTTP response headers](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-http-response-headers-for-ec.html?contentId=tcfEIfnINFN~8VbqKbREXw) - [Activate an Engagement Messenger module](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-engagement-messenger-module.html?contentId=x_TtigUUjRe2sS2aqsyAow) - [Embed Engagement Messenger in your web application](https://www.servicenow.com/docs/r/zurich/customer-service-management/embed-engagement-messenger-code-in-your-web-application.html?contentId=S9aBsVEFk9ttu3hhbkwZyw) - [Deep linking feature](https://www.servicenow.com/docs/r/zurich/customer-service-management/contextual-launch-engagement-messenger.html?contentId=Y16wWvsaCrndXV5naVWBWg) - [Launch a feature using custom code](https://www.servicenow.com/docs/r/zurich/customer-service-management/contextual-launch-using-script-engagement-messenger.html?contentId=_trBQUnJw2YqmiNOKTk1ww) - [Launch a feature using URL parameters](https://www.servicenow.com/docs/r/zurich/customer-service-management/contextual-launch-using-url-engagement-messenger.html?contentId=AaMLk~x38iiR1h1gNGHfeg) - [Configure Omnichannel Callback](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-omni-callback.html?contentId=hlnLSGrdU0icibaD8L6WPQ) - [Omnichannel Callback for Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/omni-callback-csm.html?contentId=VxQ18ASq2WozbkxSuv3ejw) - [Install Omnichannel Callback](https://www.servicenow.com/docs/r/zurich/customer-service-management/install-csm-omni-callback-app.html?contentId=WrN8gz0B_JYgaYuDGwmUPg) - [Publish the Virtual Agent topics for callback](https://www.servicenow.com/docs/r/zurich/customer-service-management/publish-callback-va-topics.html?contentId=AxFr6CbIncSxGUNgmodbjA) - [Configure callback behavior](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-omni-callback-behaviour.html?contentId=mZXNYm4wx1n_l2VfCKV7BQ) - [Enable ICC for CCaaS calls and callbacks](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-icc-for-ccaas.html?contentId=LxkWOf0a~LgMnSYGQSJAIQ) - [Plugin requirements](https://www.servicenow.com/docs/r/zurich/customer-service-management/plugin-requirements-for-external-call-routing-integration-for-contact-centers.html?contentId=oG0FZwMfxQSSxUAFDk_mIQ) - [Set default workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/ccaas-set-default-workspace.html?contentId=wa9CDXIXgUajEaRfrHcR~Q) - [Implement Intelligence](https://www.servicenow.com/docs/r/zurich/customer-service-management/imp-intel.html?contentId=6HUOS0Kxfdr0_~uYY7Ld8w) - [Recommended Actions configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/nba.html?contentId=5UXs9VGRk~bKr2s9irRjPQ) - [Recommended Actions](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-nba.html?contentId=D9KME~v5FkJJn_xAUajU9w) - [Contexts](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-contexts.html?contentId=Qxu79R6HrSafXyTFFbeyWA) - [Rules](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-rules.html?contentId=n06vbLkbuld3FxaXAFB46g) - [Recommendations](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-recommendations.html?contentId=qmYf9gNoMLtwrXIA7yPBzg) - [Context inputs](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-dynamic-context-inputs.html?contentId=r33rZvZ1MegNeol66_cDhg) - [Guidances](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-guidances.html?contentId=u~82NYvb__~LkL_QhLk0EA) - [Attach and share article guidance](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-guidances-attach-share-article.html?contentId=mCUL7y8Ae9xpjdH1bOKf5w) - [Share KB in chat interactions guidance](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-guidances-share-kb-chat.html?contentId=PAP2DbcBSZ6Sz04ifZz3iw) - [Share knowledge articles in phone interactions](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-guidances-share-kb-in-phone.html?contentId=5u4sc47WcPFXdRDs~AJDaw) - [Share knowledge articles in messaging-type interactions](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-guidances-share-kb-in-msg.html?contentId=7tHd3FgX8pcuNl7XzbpLLg) - [Default guidance for search results](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-guidances-default-guidance-search.html?contentId=X2wTfVbWdsMyVRcNTAGD2w) - [Resource generators](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-resource-generators.html?contentId=k5aNaYNQOKkVP65zwnbLKQ) - [Domain Separation](https://www.servicenow.com/docs/r/zurich/customer-service-management/recommended-actions-domain-separation.html?contentId=fahBTX8lfnsP2K~UXB40fA) - [Configuring queues for asynchronous evaluation](https://www.servicenow.com/docs/r/zurich/customer-service-management/queues-for-recommended-actions-application.html?contentId=jxjt~OTCOg2MuDf_JpPd4A) - [AI search](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-ai-search.html?contentId=WvBXE2hX8uBbh9vJMmU55w) - [AI Search event and action logs for AI Search usage](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-ai-search-event-logs.html?contentId=Sn0hoN6xPdwClhDCe6eSuw) - [Example configurations](https://www.servicenow.com/docs/r/zurich/customer-service-management/recommended-actions-use-case.html?contentId=egUmYl5YOuj7IJ5gL2dEyg) - [Example: Troubleshoot a failed credit card transaction](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-troubleshooting-failed-credit-card-transaction.html?contentId=GeY3H9eI_LPe2~67FK7Hpw) - [Create a recommendation using decision tree](https://www.servicenow.com/docs/r/zurich/customer-service-management/ex-create-recommendation.html?contentId=YXpa50GOr2ORtgusyWPrpQ) - [Example: Recommend an assignment group for a router issue](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-field-recommendation-decision-table-example.html?contentId=S35yt4B8oWzW26U0ixF6mg) - [Creating a decision table for recommending assignment groups](https://www.servicenow.com/docs/r/zurich/customer-service-management/ex-decision-tree-for-assgment-grp-recommendation.html?contentId=yKv8XErOdjn8UsVie39PPA) - [Configure a resource generator to provide an assignment group](https://www.servicenow.com/docs/r/zurich/customer-service-management/ex-resorce-generator-assignment-grp.html?contentId=q2aNFBQ27EN0MwywSY3oUw) - [Create a field recommendation](https://www.servicenow.com/docs/r/zurich/customer-service-management/ex-create-field-recommendation-assg-grp.html?contentId=artmpMNiDSmLhO0SWrYF2w) - [Create a recommendation using field recommendation](https://www.servicenow.com/docs/r/zurich/customer-service-management/ex-create-recommendation-field.html?contentId=oMDZYq92hpY~6cegDojcSQ) - [Example: Link the similar major case to the current case](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-example-guidance-similarity-trend.html?contentId=98nDdbIyQIlYsmE6A~dGxg) - [Configuring a subflow for the guidance action automation](https://www.servicenow.com/docs/r/zurich/customer-service-management/ex-ra-config-subflow-link-major-case.html?contentId=EHOt~YzqV3tqCVkD_576MA) - [Configure a resource generator to provide a similar major case](https://www.servicenow.com/docs/r/zurich/customer-service-management/ex-ra-resource-generator-similarity-trend.html?contentId=v5lN_m6oMwkJQ5FD84GiVQ) - [Create guidance for linking similar cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-ex-guidance-link-major-case.html?contentId=ZQAhIlpbGlJERHGfP8Yy~g) - [Create a rule from the Case context record](https://www.servicenow.com/docs/r/zurich/customer-service-management/ex-create-rule.html?contentId=8DslxHMRUGxOD~lD3LQP9w) - [Create a recommendation with guidance as an action type](https://www.servicenow.com/docs/r/zurich/customer-service-management/ex-create-recommendation-guidance.html?contentId=fqop_kRA7vbehyi~3RsCLw) - [Install the Recommended Actions application](https://www.servicenow.com/docs/r/zurich/customer-service-management/install-recommended-actions-cs-app.html?contentId=zNcu3mof6kvLbtGXDA8S0Q) - [Components installed](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-installed-components.html?contentId=0~a8bp1xXxQ6KnG2vu0C8Q) - [Configuring the Recommended Actions application](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-recommended-actions.html?contentId=NxZ3X68UV1p8hF7t16zBGA) - [Create a context](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-contexts-create.html?contentId=GhPsmcCmQWNkASejs~JC0w) - [Create a context input](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-create-context-inputs.html?contentId=zX9y~Idv0cbQW6WwU2kTdw) - [Create a rule](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-rules-create.html?contentId=NLaQnCdcpnHAjO~TDfmO5g) - [Create a recommendation](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-recommendations-create.html?contentId=ZzD0NyzM479tUMDYELSQTQ) - [Creating guidance and field recommendation in Recommended Actions](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-config-recommendations.html?contentId=nHePpvuLghRi9jTIpciB1g) - [Create a field recommendation](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-field-recs-create.html?contentId=nEUKunCrQ7dtGSH8ol6TSQ) - [Create a guidance](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-guidances-create.html?contentId=prfSIq3wvmbVt8jkGyLqAQ) - [Configure guidance actions](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-guidance-configure-action.html?contentId=PzsmElbODqpFNChoEoJeTA) - [Configure a guidance preview experience](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-guidance-configure-preview.html?contentId=Q6JUk0GGh7~Wy69Ts55A7A) - [Customize a guidance preview experience in the UI Builder](https://www.servicenow.com/docs/r/zurich/customer-service-management/customize-ra-preview-experience.html?contentId=uv_Se0KMfh1UHT3KOEDfkA) - [Customize a guidance detail experience in the UI Builder](https://www.servicenow.com/docs/r/zurich/customer-service-management/customize-ra-detail-experience.html?contentId=WADnY5oUMsPqF0pcC42Iaw) - [Create a resource generator](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-resource-generators-create.html?contentId=Vjsa2WK8u4KnDILKcw9xOQ) - [Resource generator inputs form](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-resource-generator-form.html?contentId=AAYwyluFpW43~Vxrj54RVw) - [Configure the arbitration parameters](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-nba-arbitration-param.html?contentId=6D3Cz78btD~2hlTXNvrpZQ) - [Configure force refresh for recommendations](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-config-data-broker.html?contentId=lIShaxnUJXIS_2l1DLwabA) - [Configuring AI search](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-configuring-ai-search.html?contentId=PLerd6oNN5cfDw9Oxb0A~w) - [Map AI search results with guidance inputs](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-create-search-result-mapping-for-ai-search.html?contentId=foQzh~p8eOm7ok4H8XH_tg) - [Automatically map AI search results with guidance inputs](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-configuring-ai-search-automatically.html?contentId=Rm5piNSBwqeDL81MkL6Czg) - [Enable AI search](https://www.servicenow.com/docs/r/zurich/customer-service-management/migrate-ra-agent-assist.html?contentId=GBBIy6m5wR2JUcEjYsSmEg) - [Enable full view search](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-enable-full-view-search-page.html?contentId=5CP~0BKet1Dt4AjDJ8w8RA) - [Recommended Actions for Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-configure.html?contentId=VNNTeuLWScg_EvKfjtmQVw) - [Contexts for Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-context-records.html?contentId=K6RMImXU24oZLD97PU0Xiw) - [Guidances for Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-custom-guidances.html?contentId=J6_sxm5Su_1ZQsMDl1nQ~Q) - [Recommended Actions in the chat interaction record](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-chat-interaction-record.html?contentId=VFt6M1Y7nJLf6~wv7SPHrA) - [Machine learning solutions](https://www.servicenow.com/docs/r/zurich/customer-service-management/machine-learning-csm.html?contentId=4lpj7ZAiHpfmDVBQpkyysw) - [Task Intelligence for Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-task-intelligence.html?contentId=SImpzE4JfRnl4yplTfUYWA) - [Record categorization](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-categorization-overview.html?contentId=rwObqZy6Cruc7bMkiq~rCw) - [Sentiment Analysis](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-sentiment-analysis.html?contentId=2CiZxWsIOAoF3MphUzeL7w) - [Language detection](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-language-detection.html?contentId=CGdov5ALRkufqOf5rvzPdA) - [Document Intelligence](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-document-intelligence.html?contentId=bPkgyzXRNJ2jXZWciSC~Tw) - [How Document Intelligence works](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-docintel-how-it-works.html?contentId=gxC7ZtCqNXF5watYZj2vJw) - [Similar case recommendation](https://www.servicenow.com/docs/r/zurich/customer-service-management/similar-case-recommendation.html?contentId=OtXkXZTIFZyoAi_NlmcQNg) - [Task Intelligence Admin Console](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-task-intel-admin-center.html?contentId=bN9rUteyG84_LqoqSsffwQ) - [Machine learning model setup and behavior](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-task-intel-model-setup-behavior.html?contentId=0H2UTi69tEa4p9TiTpW1pA) - [Install Task Intelligence](https://www.servicenow.com/docs/r/zurich/customer-service-management/install-task-intelligence-cs-app.html?contentId=hsBsTaUahTwfSJmnUCPn3w) - [Components installed](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-categorization-components.html?contentId=L2lQG0_37UTyZgLJg9OAfw) - [Configure](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-task-intelligence.html?contentId=pyjWBM5rlhc0fcKnM5Hbww) - [Configure record categorization](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-categorization-configure.html?contentId=8xY~YGNYMWeeWMy3fWnLng) - [Configure Sentiment Analysis](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-sentiment-analysis-configure.html?contentId=pWs095qqFpw0lVtvyJDYkQ) - [Configure language detection](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-language-detection-configure.html?contentId=wRLv1CjcEL_X83z1egGm6g) - [Configure Document Intelligence for Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-doc-intel-configuring-.html?contentId=051A~82UeiPNB21C_~aSnw) - [Create a model to predict record fields](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-task-intel-create-cat-solution.html?contentId=wj0rg9LgzRHBuAkZ0rmxew) - [Create a model to predict case sentiment](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-task-intel-create-sentiment-solution.html?contentId=1YQmmZW9zr8_LpoOGcgjLA) - [Create a model to detect case language](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-task-intel-create-language-solution.html?contentId=bMiEoNhUS0NgN9qhSl41gQ) - [Create a Document Intelligence use case](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-task-intel-create-di-use-case.html?contentId=I~9UyGCaY5zw42F24gFQPw) - [Create a model to predict similar open incidents](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-task-intel-create-model-open-incidents.html?contentId=gmuf7RFQhbBzsr9PPCpc6A) - [Create a model to predict similar knowledge articles](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-task-intel-create-model-similar-knowledge-articles.html?contentId=pqoJfZrBeHNMoE~skouh0g) - [Create a model to predict similar cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-a-model-to-predict-similar-cases.html?contentId=e6br_zZrhSGIhvUyxM_Zyw) - [Edit a model](https://www.servicenow.com/docs/r/zurich/customer-service-management/edit-a-case-prediction-model.html?contentId=XAaiGa2VdADVZkKTYllLkQ) - [Export a model](https://www.servicenow.com/docs/r/zurich/customer-service-management/export-a-task-intelligence-model.html?contentId=axL~WxlQ7yKCSUr2oePk0A) - [Create a custom similar case model](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-a-custom-similar-case-model.html?contentId=Z2uAHUJ~9_wlWtEnyJ2h0w) - [Predictive Intelligence for CSM solution definitions](https://www.servicenow.com/docs/r/zurich/customer-service-management/predictive-intelligence-for-csm.html?contentId=UOp9rowZDf5USe0ojcpsfg) - [Trending case topics](https://www.servicenow.com/docs/r/zurich/customer-service-management/trending-case-topics.html?contentId=eQoXb4LRyruyH7N2inoYlw) - [Configure trending case topics](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-trending-topics.html?contentId=kWCtcSsfO0IePQ5W~eqx9Q) - [Train the clustering solution definition](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-solution-definition-trending-case.html?contentId=CmPjkG36vRzUITqBpL_xBw) - [Train the similarity solution definition](https://www.servicenow.com/docs/r/zurich/customer-service-management/solution-definition-trending-case.html?contentId=kIf_0eV~DCE22qq7dQ~MEA) - [Similar case recommendations](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-similar-cases.html?contentId=F9VFjAyQ4fY5K1au_H8nxA) - [Additional search resources](https://www.servicenow.com/docs/r/zurich/customer-service-management/similar-cases-additional-resources.html?contentId=UBQAmo8eabtAXhFpxm7rrA) - [Similarity solution definitions](https://www.servicenow.com/docs/r/zurich/customer-service-management/similar-cases-solution-definitions.html?contentId=EVCmSqBoc8x74CtAhHqpjA) - [Similar case user actions](https://www.servicenow.com/docs/r/zurich/customer-service-management/similar-cases-user-actions.html?contentId=viHSc2jYuEQKGfhSlJPjsg) - [Estimated time to resolve a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/ettr.html?contentId=g1mLx8xjYJXQ2MHS7wFTVQ) - [Configure settings for estimated time to resolve values](https://www.servicenow.com/docs/r/zurich/customer-service-management/ettr-upgrade.html?contentId=7S7fEMjM2arxxY~zPI~XFg) - [Configure the default estimated resolution time](https://www.servicenow.com/docs/r/zurich/customer-service-management/ettr_configure.html?contentId=ES~XZ5AGWU6tyG5SNmiH1Q) - [Display the time to resolve ribbon component](https://www.servicenow.com/docs/r/zurich/customer-service-management/ettr-activate.html?contentId=1VjTfiTh6x1lSvZlQ8pdNQ) - [Predictive Intelligence for case management](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-intelligence-case-mgmt.html?contentId=5al9NgVh27HswfVwOxiZgA) - [Configure Predictive Intelligence for case management](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-intelligence-csm-configure.html?contentId=YKr4zUupKDR~83S43oUCRg) - [Use Predictive Intelligence for case management](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-intelligence-csm-use.html?contentId=op8Z39_6VA1T49s2BSXIDw) - [Update cases with missing field predictions](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-intelligence-update-case.html?contentId=pK3MgKT2leVLPIlMYHKGVA) - [Configure Auto-Responder notifications](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-auto-responder.html?contentId=5DsrQnRyARdWPN~PEx72bQ) - [Enable Auto-Responder](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-auto-responder.html?contentId=Xt34yNqf3rD4eG2fXQtQzA) - [Train the similarity solution](https://www.servicenow.com/docs/r/zurich/customer-service-management/train-sol-defn-auto-responder.html?contentId=ncLdPsW9nhWr9GkZvSc8yg) - [Configuring the search context](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-context-auto-responder.html?contentId=_7XWGovAvQluoI_3XfE52A) - [Limit the number of articles for cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-limit-auto-responder.html?contentId=keqmmngA8R0tyW9fVl7ueQ) - [Include advanced contextual search results](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-extension-point-auto-responder.html?contentId=798aZ~zkFdprsqY5INGfPw) - [Registering custom script includes](https://www.servicenow.com/docs/r/zurich/customer-service-management/impl-scripted-ext-pts-custom-code.html?contentId=6mvcP3b0eQLWAw2Utti4tw) - [Enable text search recommendations](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-text-based-auto-responder.html?contentId=gc9Vbko5q5uG02hUrkKWkg) - [Include cases logged using specified communication channels](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-auto-responder-channels.html?contentId=HnL6KPIoic52mkPkb5MdwQ) - [Include knowledge articles from custom portals](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-auto-responder-custom-portal.html?contentId=HJOFVmrVm1POKt~YUXY~7Q) - [Configure Auto-Responder for tasks other than cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-auto-responder-other-tasks.html?contentId=dROC7vvVOCdUkLvtJrQqjQ) - [Set up self-service](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/set-up-self-service.html?contentId=wI2k9Td7lOAIM6wS3HaQ4w) - [Configure the Customer and Consumer Service Portals](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/configure-csm-service-portals.html?contentId=AwUaYgqmsX247gDz3Cc3rA) - [Activate the Consumer and Customer Service Portals](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/activate-consumer-portal.html?contentId=oGFg2NJqbkNcP_iIetem1w) - [Setup the Customer and Consumer Service Portals](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/customize-csp-csm-portals.html?contentId=6YQ2E1KV1GUqUW8ylFe8BA) - [Configure AI Search for the Customer and Consumer Service Portals](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/config_AI_search_csm_csp.html?contentId=jQOy9HFlPDEvfaOddGohbQ) - [Enable AI search for unauthenticated users](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/configure_search_csp_guestuser.html?contentId=jSLNcV5YGFFbJggP~44XSw) - [AI Search Assist for authenticated external users](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/enable-ai-search-for-portal-auth-external.html?contentId=aRVq0nSlvTHFAXLcvm2DtA) - [Configure AI Search Assist Actions for authenticated external users](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/enable-ai-search-assist-actions-portal-auth-ext.html?contentId=RrX3Z65EIZubbAH7m8i0Nw) - [Configure AI Search Assist for external users](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/enable-ai-search-assist-portal-auth-external.html?contentId=MKSL4Li2ZCM~L8S00noZww) - [Activate the standard ticket page for upgrade customers](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/activate_csm-std-ticket.html?contentId=_8xwJAIZ_F7jPswAtIR8hA) - [Configure the standard ticket page for cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/configure_std_ticket_page_csm.html?contentId=sRbn04givtieF70sg1ukgQ) - [Activate the sitemap](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/activate-sitemap-confi-csp.html?contentId=F57WZ6L6u~OEr_zHVcAcQQ) - [Limit product model data access](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/cust-serv-portal-prod-model-access.html?contentId=5L_LjkrANdOMu3AiCJo4cg) - [View the number of portal bot-based sessions](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/bot-based-session-csp.html?contentId=IHScwTnzn88maJEaFa0FJg) - [Approve registration requests with an invalid code](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/t_ApproveRegRequestWithInvalidCode.html?contentId=1Ehwb4JWHrEMa1fjj2CFDQ) - [Enable multi-factor authentication](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/configure-csm-multifactor-auth.html?contentId=zzEDYMVHL0h2ViVive56lg) - [Configure Business Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/configure-business-portal.html?contentId=RpagTZ5oMBUc5A8DAGExPA) - [Setup the Business Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/customize-business-portals.html?contentId=Gsb9wsf4gNczwYoMRLEBmQ) - [Setup the theme for Business Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/customize-business-portal-theme.html?contentId=PXCPcSpbfJl9H1DAv9e3FQ) - [Configure a taxonomy to define relevant topics](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/configure_taxonomy_business-portal.html?contentId=Ha8uCA8zXsCP4Sg~JbvEBg) - [Configure AI Search for Business Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/config_AI_search_business-portal.html?contentId=v17rO6j6hQX~KDysVfFafA) - [Configure the standard ticket page for cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/configure_std_ticket_page_business-portal.html?contentId=cLJgmva~0CSeJ4kRNudCOw) - [Enable AI search for unauthenticated users in Business Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/configure_search_businessportal_guestuser.html?contentId=RmJJe3K5LO8JMrUZbPJleQ) - [AI Search Assist for authenticated external users](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/enable-ai-search-for-business-portal-auth-external.html?contentId=83xWqtCFVb8LwPQrrHuxYw) - [Configure AI Search Assist Actions for business portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/enable-ai-search-assist-actions-businessportal-auth-ext.html?contentId=TDHz~ykd0niDgcpipAY_1Q) - [Configure AI Search Assist for business portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/enable-ai-search-assist-portal-auth-external-businessportal.html?contentId=0me1KicPV7Sqpol6_oKIQQ) - [Limit access to product model data on the Business Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/business-portal-prod-model-access.html?contentId=FYHI1YAkBW8PFa5jrsaGQA) - [Multi-factor authentication for Business Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/configure-business-portal-multifactor-auth.html?contentId=~yQ0z3LHp2klszPvBU5LgQ) - [Configure Walk-up Experience for Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/configure-walk-up-csm.html?contentId=DHbC8suMGKQ8YobRrVjQ1g) - [Walk-up Experience for Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-experience.html?contentId=WNUswk8Y2eCHlKbGepCeUg) - [Walk-up Experience for guest users](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-guest-store-app.html?contentId=kLIYV7gd45eb2EXKWbu1ug) - [Domain separation and the CSM Walk-up Experience application](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-domain-separation.html?contentId=I53JWfvSCo5BU6IYrWs0Fg) - [CSM Walk-up Experience portal security and access](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-security-portal.html?contentId=q1flKAgsFslmIgKs4tfNug) - [Configure the Walk-up Experience portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-portal-config.html?contentId=gb_lG6St7MYRuc1GkOoJ1Q) - [Configure Walk-up Experience service channel](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-config-serv-channel.html?contentId=5TKce8AUFBjIWKt_M1u64w) - [Configure Walk-up Experience notifications](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-notifications.html?contentId=09gHJMd~QspCqu3CSmo7Ng) - [Configure Walk-up Experience schedules](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-schedules.html?contentId=IgPrkBzMI1zfRV026JhZ~w) - [Walk-up Experience appointment booking](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-appt-booking.html?contentId=l1uo4egdJnfAfD9nHN_XWQ) - [Configure appointment booking](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-appointment.html?contentId=Xwri~Mua70039RcRMlIdPA) - [Walk-up Experience appointment booking administration](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-appt-admin.html?contentId=GOs0J_CtNNzUcnDJP4w2Fw) - [Enable Walk-up Experience appointment-booking](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-enable-appt-booking.html?contentId=VQ72zM2UFhAgJS_uw5Mz3A) - [Appointment booking configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-appt-booking-config.html?contentId=xrYDB9ZU0bYxrGXgE3KmhQ) - [View or modify an appointment booking configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-view-appt-app.html?contentId=2K_CPax0f6f8lxvIf72WfQ) - [Create an appointment booking configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-config-appts.html?contentId=wG9LM1zZTtutZwwm5HAgEw) - [Configure daily schedules for appointment booking](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-config-daily-appt-schedule.html?contentId=kSQuQ0Vt09dKgwunjvYmcA) - [Configure appointment booking reminders](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-activate-appt-reminder.html?contentId=T8MogZOtqCZumqxqlTX~TQ) - [Configure Walk-up Experience locations](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-define-location.html?contentId=JgBfdoB6tXaa8qWrC6AucQ) - [Configure Walk-up Experience locations for guest users](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/walk-up-guest-locations.html?contentId=z2gkbU7sXoT8pDD2JcTm1g) - [Remove a Walk-up Experience location](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-remove-location.html?contentId=mqqvvAfhJD2_6g7usykmuQ) - [CSM Walk-up Experience customer satisfaction surveys](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-survey.html?contentId=PgqhcXCnQkDvZVQ2~tzOvw) - [Configure Walk-up Experience surveys](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-survey-configure.html?contentId=fa8OeLh5noixmrnPvVF1dA) - [System properties for configuring Walk-up Experience for guest users](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-guest-configure.html?contentId=~W1TGzGved66JZhtvJIrbQ) - [Add walk-up link to home page](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-add-checkin-icon.html?contentId=wa71_vy64lS6Yqs2WRaAfA) - [Configure Conversational Appointment Booking](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/conv-appt-booking-config.html?contentId=whm3urV5HBhxLa12kQqZOQ) - [Conversational Appointment Booking](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/conv_appt_booking.html?contentId=S_3XrltBkFSP9vwvFtrahA) - [Install Conversational Appointment Booking](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/conv_appt_booking_install.html?contentId=BsNIKuyyTfsdr6oiSAO~qQ) - [Set up Configurable Portal widgets](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-configurable-portal-widget.html?contentId=xz_eXRrF7nZDJTAENauiLQ) - [Activate the UI Components for Customer Portals plugin](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/activate-config-portal-widget.html?contentId=hGxfZEDT4QwIRbKuQigqcA) - [Create a page for Configurable Portal widgets](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/create-page-configurable-portal-widget.html?contentId=8kp0DvfaMP1tUDSIl4F_7g) - [Portal Polaris Header widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-header-widget.html?contentId=Nnw6TMXDKtal9AY3bfBGXQ) - [Configure the Portal Polaris Header widget for your portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-config-portal-polaris-header.html?contentId=hDcwIEJj7yhwEAFMHBY_rQ) - [Configure company logo on your portal header](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-config-level-1-header.html?contentId=Yx8GMOk7w~07EsjtTMwWAA) - [Configure the search option for your portal header](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-config-header-search.html?contentId=fUazUId~sHY9ffJkwTPMxQ) - [Configure a wishlist and cart for your portal header](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-config-header-wishlist.html?contentId=W1h50SkwK0l3ngwzDLOmsQ) - [Configure notification, approval, and survey](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-config-notification-approval-surveys.html?contentId=TPpPLwTVsVCFV31MeBk5eg) - [Portal Mega Menu widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-mega-menu-widget.html?contentId=HD4e8SNvVdZkBMplNO9k1g) - [Configure the category of a Portal Mega Menu widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/conf-cat-mega-menu.html?contentId=3ISeUTWZAtKJJyogPpsHPg) - [Portal Browse Taxonomy widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/browse-taxo-widget.html?contentId=2zNpEypxHHvVitQntGcDGg) - [Add and configure the Portal Browse Taxonomy widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/config-portal-browse-taxo-widget.html?contentId=6U0NmjD7D8UkEIr6lBCFig) - [Add a taxonomy to your portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/add-taxo-to-portal.html?contentId=2AlPe0sB3uDLFBWeHh5c7g) - [Portal Banner widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-banner-widget.html?contentId=8iuXDvRcpa5l_G_QzCTodA) - [Add and configure the Portal Banner widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/config-portal-banner-widget-inst-opt.html?contentId=WHhnbUH9r9F12w09BdTASg) - [Add web page link buttons to the Portal Banner widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-scripted-extension-banner.html?contentId=fHw_nUvfiC9yL5zAoWB8cA) - [Add a widget in the Portal Banner widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-banner-option-schema.html?contentId=Dz9WM9gglM83D0pzP~eW4g) - [Configure localization for Portal Banner heading](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/configure-localization-for-portal-banner-greetings.html?contentId=clEbM_f1jTirruYMpL56tg) - [Portal Banner Carousel widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-portal-carousel-widget.html?contentId=0wOhTZaLOilo8J2~22l9xw) - [Add and configure the Portal Banner Carousel widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/config-portal-banner-carousel-widget.html?contentId=6LbupJfsF50OSI7RiKN3Fg) - [Create a slide for the Portal Banner Carousel widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/create-carousel-slides.html?contentId=ekUhYt8MtGVauGoL94IMow) - [Portal Case Cards widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-case-card-widget.html?contentId=jqPDj203MQ1C_GLRaoOsmw) - [Add and configure the Portal Case Cards widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-case-card-widget-inst-optns.html?contentId=HC5~pRYG2aKwPCCuo3PLcw) - [Display the integer values of all case states](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/integer-value-case-states.html?contentId=uOXVAKwbF_6BEqnZDP3WFQ) - [Portal Quick Links widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-quick-links-widget.html?contentId=fONQSHoe_C92fwza~tYd3w) - [Add and configure the Portal Quick Links widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/config-portal-quick-links-widget-inst-optns.html?contentId=SbVSrH32qjsA5JpPdi02Dw) - [Portal Knowledge Quick Links widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-know-quick-links-widget.html?contentId=iIL8e6AtEfw3gyoQ9RfhOA) - [Add and configure the Portal Knowledge Quick Links widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/config-portal-know-quick-links-widget-inst-optns.html?contentId=M9541kDgt4ddLgu0NzdqBw) - [Portal Catalog Quick Links widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-catalog-widget.html?contentId=M4xsNdbgIh_ekVtarlrpTA) - [Add and configure the Portal Catalog Quick Links widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/config-cat-quick-links-inst-optns.html?contentId=mUL6~P7P9DFPbom9pPiEZA) - [Portal Data List widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-data-list-widget.html?contentId=OTbU9t2XtBMHDZQPUvV3pA) - [Add and configure the Portal Data List widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/config-data-list-widget-inst-optns.html?contentId=0er53iqJcHsjIfx72ehS6A) - [Configure public access on the Portal Data List widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/config-data-list-widget-inst-guest-access.html?contentId=pfb93YOuxop6mTIcb7CTSA) - [Hide or show categories in the Data List widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/create-cond-script-datalist-widget.html?contentId=iM5w8t8K1XenWzmSUjvF6g) - [Modify view in the Data List widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/update-view-in-datalist-widget.html?contentId=mN3pVJ69Y~XltNmYE03_8Q) - [Filter records in the Data List widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/filter-records-in-datalist-widget.html?contentId=jiCKo_3CHLdYC35Itn6CjQ) - [Portal FAQ widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-faq-widget.html?contentId=2Tkhoc2nuIZJ7~LwLd5OEA) - [Add and configure the Portal FAQ widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/config-portal-faq-widget-inst-optns.html?contentId=etD5vhdXSB4sB~OqS7LzlA) - [Portal Polaris Footer widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-footer-widget.html?contentId=f1ZLs_qP36QIl7nxCjBSEQ) - [Configure the Portal Polaris Footer widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/config-portal-footer-widget.html?contentId=R_MtHluWFR2XC43MYl9ahw) - [Configure sitemap links for the Portal Polaris Footer widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-footer-widget-conf-sitemap-links.html?contentId=1Cxr9CUrV5RpnMVHbfD4fA) - [Configure social media links](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-footer-widget-social-links.html?contentId=FSE9FUvQD7GRgRU7tdneGg) - [Add related links in the Portal Polaris Footer widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-footer-widget-conf-footer-links.html?contentId=TgOnxbOVfMNGUKnm17rEaA) - [Portal Object widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-object-widget.html?contentId=TpijSU8t_KQJRC4A7XjH2Q) - [Add and configure the Portal Object widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/add-conf-port-object-widget.html?contentId=NeyOr~NKVgTvWC5ORsIQsw) - [Portal Taxonomy Topic widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/portal-taxo-topic-widget.html?contentId=2hlF5rEhpytZ4dKqoFulXA) - [Add and configure the Portal Taxonomy Topic widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/add-conf-port-taxo-topic.html?contentId=rewvFk85iY5gKPSzKa2D2g) - [Work with portal browse taxonomy widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-self-service-and-omnichannel-engagement/map-browse-taxo-with-taxo-topic.html?contentId=xgnZIrtITt_1oSOJEntp9w) - [Extend capabilities](https://www.servicenow.com/docs/r/zurich/customer-service-management/advanced-cap.html?contentId=RgTTMxu2xqmhwD_xIhQrGA) - [Outsourced Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/outsourced-service-provider.html?contentId=QItF089Da9yXwFJihFKN5g) - [Configure Outsourced Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-outsourced-cust-serv.html?contentId=BcclCmIvfsenX6Syef6jgQ) - [Outsourced Service Provider dashboard](https://www.servicenow.com/docs/r/zurich/customer-service-management/ocs-dashboard.html?contentId=ja9MBbcVkVxu23vKMPeX9g) - [Configure Proactive Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-pcso.html?contentId=E2ZW6wlJ0cKrlf7lLYnk7Q) - [Proactive Customer Service Operations](https://www.servicenow.com/docs/r/zurich/customer-service-management/proactive-service-operations.html?contentId=rzpNWVztrZ9pVbWrZ4_kKw) - [Outage tracking for install](https://www.servicenow.com/docs/r/zurich/customer-service-management/outage-tracking-csm.html?contentId=BHIOf8t2SYHc_QNNiF7lLw) - [Integration with Event Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/pcso-event-management.html?contentId=BC5O1WEXD4HEwAaFH_Uguw) - [Service health status](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-health-pcso.html?contentId=m3z53Lf~HM6TF8Hb829UEg) - [Activate Proactive Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-proactive-op-man.html?contentId=5ZKwom_1w4~1i5gikgMXHQ) - [Activate event management customer service operation](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-proactive-EM.html?contentId=9XRc0SLnt9ljfvyxlUNrmA) - [Configure form views for customer service operations](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-form-views.html?contentId=7KtK1mx0cO7rQ2MueFXJDw) - [Activate an alert rule to create a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/automate-case-creation-alert.html?contentId=GkbBvR8UW9Srfhl1xvWgIw) - [Configure proactive case flows](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-flow-designer.html?contentId=_sB4i3u7CmIqt_ByQN~T_Q) - [Configure Platform Analytics](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-pa-r.html?contentId=sBlcW_TWj6noWWBDRNzOtQ) - [Configure the Performance Analytics](https://www.servicenow.com/docs/r/zurich/customer-service-management/ssa-solution-config.html?contentId=CLIcU10j62JtkYGap9p7dg) - [Activate the performance analytics and reporting solution](https://www.servicenow.com/docs/r/zurich/customer-service-management/ssa-solution-install-init.html?contentId=MPIl5q4xvDpFwzHQ0rRW3g) - [Optimize workforce operations](https://www.servicenow.com/docs/r/zurich/customer-service-management/setup-configurable-wfo-cs.html?contentId=1vaJAXRv8ZIwMeZIpsUaXA) - [Activate Workforce Optimization for Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/request-configurable-wfo-cs.html?contentId=uP57ANSTOleEKuaO1u~XTw) - [Components installed with Workforce Optimization for Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/components-installed-configurable-wfo-cs.html?contentId=PZGcRkxxPya33jEAXZkIqA) - [Decouple Channel Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/decouple-channel-management-dependencies-from-wfo.html?contentId=2KnNNuoF9znwQa2SBacCRQ) - [Schedule Management in CSM Configurable Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/schedule-management-capabilities-in-csm-configurable-workspace.html?contentId=LQWda7re6DxMBDvoNgkx_g) - [Schedule Management standalone activation](https://www.servicenow.com/docs/r/zurich/customer-service-management/schedule-management-as-a-standalone-activation.html?contentId=acWcraX7GzfvVm9DJCqW3A) - [Work Scheduler components](https://www.servicenow.com/docs/r/zurich/customer-service-management/work-scheduler-wfo-cs-reference.html?contentId=MuFF2PTgqCajBqf7v4e5tw) - [Domain separation](https://www.servicenow.com/docs/r/zurich/customer-service-management/domain-separation-configurable-wfo-cs.html?contentId=RpBQRMYCd9hp6e6nwqnkiw) - [Create Manager Workspace Landing Page](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-configurable-csm-landing-page.html?contentId=gc~QkoIOtP7LnQtFGEG~6w) - [Manager Workspace properties](https://www.servicenow.com/docs/r/zurich/customer-service-management/manager-workspace-properties.html?contentId=xOfu5sW9~fUs1f5K1cgUdQ) - [Configuring filters for Manager](https://www.servicenow.com/docs/r/zurich/customer-service-management/configuring-filters-manager-configurable-workspace.html?contentId=xbX9_26s0UaB0GZbWcN85w) - [Setting up service channels and queues](https://www.servicenow.com/docs/r/zurich/customer-service-management/setup-channels-queues-configurable-wfo-cs.html?contentId=YUCQ1CnETAWNyYQLbhCFOQ) - [Setting up Scheduling](https://www.servicenow.com/docs/r/zurich/customer-service-management/setup-scheduling-configurable-wfo-cs.html?contentId=CMIODV~OwL7BPxL18OeLCA) - [Synchronize team calendar with Microsoft Outlook](https://www.servicenow.com/docs/r/zurich/customer-service-management/synch-cal-msoutlook-wfo-cs.html?contentId=ne4P3WlD6natNDljBEuJNA) - [Setting up Customer Service Teams Workforce](https://www.servicenow.com/docs/r/zurich/customer-service-management/setting-teams-configurable-wfo-cs.html?contentId=LnUFipVx1fX3O~c16noElw) - [Setting up Workforce Optimization Coaching](https://www.servicenow.com/docs/r/zurich/customer-service-management/setup-coaching-configurable-wfo-cs.html?contentId=kSywC0y83eM6zQ_cnmw4Jg) - [Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-property-coaching-quality-indicator-configurable-wfo-cs.html?contentId=I3_9pK9xl2~qOoNry0BCRQ) - [Setting up skill prediction](https://www.servicenow.com/docs/r/zurich/customer-service-management/setting-up-skill-prediction-configurable-cs.html?contentId=5rKDJVF~pklyJzYrcHlAug) - [Configure a list menu to display in the Learning tab](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-listmenu-configurable-wfo-cs.html?contentId=X4yLcEFb~rd49AqBGrZE0Q) - [Integrate Coaching with Learning](https://www.servicenow.com/docs/r/zurich/customer-service-management/integrate-learning-third-party-configurable-wfo-cs.html?contentId=Xw~v2DlPaEK45kZtqzf9MA) - [External Content Integration Sources](https://www.servicenow.com/docs/r/zurich/customer-service-management/integration-source-coaching-with-learning-coaching-wfo-cs.html?contentId=FGGrg0iDtVMXqzAuJZwiSg) - [Setting up Demand Forecast](https://www.servicenow.com/docs/r/zurich/customer-service-management/configuring-demand-forecast-configurable-wfo-cs.html?contentId=EZAnX6AcPBlavmFw5qVDKA) - [Configure the data collection](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-data-collection-demand-forecast.html?contentId=xlzL78feu9Y9e72FxaU5Yw) - [Modify forecast parameters to visualize forecast data](https://www.servicenow.com/docs/r/zurich/customer-service-management/modify-demand-forecast-parameters-configurable-wfo.html?contentId=dvdC_VLxHdQK6qgO2XYnMw) - [Create a manual adjustment for a forecast](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-manual-adjustment-forecast-configurable-wfo.html?contentId=gcaZGNegMZrmHnYKLdc86A) - [Migrate to 15-minute forecasting](https://www.servicenow.com/docs/r/zurich/customer-service-management/migrate-15-minute-forecasting.html?contentId=g5rQoYCVUiARtuBpLJyJcg) - [Setting up Work scheduler](https://www.servicenow.com/docs/r/zurich/customer-service-management/setting-up-work-scheduler-wfo-cs.html?contentId=OJHFBgK9PUtFnDvVNucixg) - [Customize a Work Scheduler card using the Next Experience UI Builder](https://www.servicenow.com/docs/r/zurich/customer-service-management/customize-workscheduler-card-wfo-cs.html?contentId=3tMPoYfZyHYqwqMmVUDe4w) - [Set up a work configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/setup-work-scheduler-wfo-cs.html?contentId=P5SxYLzUhg8ma_VUDwpaAA) - [Create a Work scheduler card using the Next Experience UI Builder](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-workscheduler-card-wfo-cs.html?contentId=1yDQ_~tVFX8IEcmElvP9yw) - [Create a client state parameter for Work scheduler](https://www.servicenow.com/docs/r/zurich/customer-service-management/work-sched-create-client-state-params-wfo-cs.html?contentId=ZiAp2RkjUeNSpDWWJPAlpA) - [Create page scripts for Work scheduler](https://www.servicenow.com/docs/r/zurich/customer-service-management/work-sched-create-page-scripts-wfo-cs.html?contentId=WynFNmih79k9qa5v6LiRpA) - [Define the workItem property in the Work scheduler page configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/work-sched-create-page-properties-wfo-cs.html?contentId=RhutQRr9wZX_QyWNg3cM9g) - [Define event mappings for Work scheduler](https://www.servicenow.com/docs/r/zurich/customer-service-management/work-sched-event-mapping-wfo-cs.html?contentId=4o4bcoW97Nsh~4mUV155MA) - [Configure container components for Work scheduler](https://www.servicenow.com/docs/r/zurich/customer-service-management/work-sched-card-based-container-wfo-cs.html?contentId=NZ001IjW1SYeVNjR4TRm6w) - [Configure a Work scheduler card heading component](https://www.servicenow.com/docs/r/zurich/customer-service-management/work-sched-card-based-header-wfo-cs.html?contentId=HS303rEjb69nTc~D_WSmGg) - [Configure a display type component for a Work scheduler card](https://www.servicenow.com/docs/r/zurich/customer-service-management/work-sched-stacked-component-wfo-cs.html?contentId=W_8L75DDBhvydU3B_A7V0Q) - [Configure an avatar component for Work scheduler](https://www.servicenow.com/docs/r/zurich/customer-service-management/work-sched-avatar-component-wfo-cs.html?contentId=IAdLS~Z4ifqiO4VcYAE~Ow) - [Associate a work scheduler card to the work configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-card-config-wfo-cs.html?contentId=Jh2pcQA0iAwX5Za576AK2Q) - [Create extension points for Work scheduler](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-work-sched-ext-points-wfo-cs.html?contentId=hBZ4Xnbyi68bOSu2POvjaw) - [Administer](https://www.servicenow.com/docs/r/zurich/customer-service-management/administer-customer-service.html?contentId=saZAUgASteaY~LQ57xyuXA) - [Anonymous chat](https://www.servicenow.com/docs/r/zurich/customer-service-management/anonymous-chat.html?contentId=SWUtbL6be1AvpifPmkxfIQ) - [Modify the anonymous chat record producer](https://www.servicenow.com/docs/r/zurich/customer-service-management/modify-anonymous-chat-rec-producer.html?contentId=wJAGRVJdM9dII~3sY6UteQ) - [Create a matching rule for anonymous chat](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-match-rule-anonymous-chat.html?contentId=gozpIr4lk3QP44jl7~DE9g) - [Configure anonymous chat properties](https://www.servicenow.com/docs/r/zurich/customer-service-management/set-anonymous-chat-properties.html?contentId=FbwfBMhj1L0Bx_hgrXvuhQ) - [Respond to an anonymous chat request](https://www.servicenow.com/docs/r/zurich/customer-service-management/respond-anonymous-chat-request.html?contentId=nZyKdjZK1m0wspendCszbw) - [Customer Service Management Workflow Studio actions](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-flow-designer-actions.html?contentId=VKGpDE1KldlLodR9Cfibvg) - [Domain separation and Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/domain-separation-customer-service.html?contentId=OUxA563JHuMwq_H0MDUQOg) - [Domain separation and entity relationships](https://www.servicenow.com/docs/r/zurich/customer-service-management/domain_separation_csm_accounts.html?contentId=B_xUZWHmKLqZjDpYATMx2Q) - [Extension points in Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/extension-points-customer-service.html?contentId=EVEHbmNqPa~hNDq_gMXuVw) - [Knowledge product entitlements](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_KnowledgeProductEntitlements.html?contentId=d2dIJiaR~cu9po0bUHJxfQ) - [Link related products to KBs](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_AddRelatedProdToKBOrArticle.html?contentId=q7cec_bqUl_SUDORxFMVAA) - [Set knowledge product entitlement properties](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_SetKnowProdEntitleProperties.html?contentId=J1~8jEmYZFKvM8K9B8Ikcw) - [Limit knowledge base access to internal users](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_LimitKBAccessToInternalUsers.html?contentId=u_eKdLhURMD203tkadp4Hw) - [Quick start tests for Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/quick-start-tests-csm.html?contentId=u_eYOjBlFiTz14PaWgprMw) - [Route and assign cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_CaseRouting.html?contentId=mhCFQpOwRf8tMIFAbDYKhg) - [Invoke the MatchingRuleProcessor API](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_InvokeMatchingRuleAPI.html?contentId=oPnP8vENgEaO0fj5G6h_Qw) - [Reverse matching](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ReverseMatching.html?contentId=DmqNsXNAb6TWThz53wcuVQ) - [Configure rule to limit case returns](https://www.servicenow.com/docs/r/zurich/customer-service-management/reverse-match-limit.html?contentId=xIF64z871rK7MkFo05i0ow) - [Assignment workbench overview](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-assignment-workbench.html?contentId=L4ocpxj72jwjoe7yzXkANQ) - [Matching criteria for case assignment](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-assignment-matching-criteria.html?contentId=hcMxixU5~F3cjVf1glTs_g) - [Matching rules for case assignment](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-assignment-matching-rules.html?contentId=K2AacGwncrtKeoCKo74QOw) - [Special handling notes](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_OnScreenAlerts.html?contentId=szbwqwW0_DskFPIM0cb26Q) - [Case and account escalation](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-case-escalation.html?contentId=p2QrGgqWuFxKoytyuHjmRg) - [Case and account escalation differences](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-account-escalation-differences.html?contentId=81dLVUJ7bXEcSu~FjEUO4A) - [Case and account escalation process](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-escalation-process.html?contentId=NRdMEtaDb_1VE1aGcC6ZLw) - [Case and account escalation components](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-escalation-components.html?contentId=51kbeii82r673pvxkstX6Q) - [Case and account escalation form](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-escalation-form.html?contentId=mgyOGz05XBVS4tT3mfsF1w) - [Administering case and account escalation](https://www.servicenow.com/docs/r/zurich/customer-service-management/administer-case-account-escalation.html?contentId=y9NZTXRuP0Ip31k5i7__bg) - [Administering case action status](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-case-action-status.html?contentId=5vJ9Y22uQQyQtLl82Grxsg) - [Actionable case flows](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-action-status-triggers.html?contentId=jaT5Xd_4jjlsA4G5_D0_eQ) - [Blocking tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-action-status-blocking-tasks.html?contentId=uSi2QOV~FSp2seCyjlK1uw) - [Case action status analytics](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-action-status-dashboard.html?contentId=y1JTUdLkPVL6gqzutmLT5Q) - [Case action status logging](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-action-status-logging.html?contentId=pHivmHz1D9xW4xshivWmxQ) - [Major issue management overview](https://www.servicenow.com/docs/r/zurich/customer-service-management/major-issue-management.html?contentId=EzXM3OuCpYN5b6rUVAayGw) - [Major, candidate, and child cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/major-candidate-child-case-types.html?contentId=rwEX08IJWz7TXic4hP99aA) - [Recipients lists](https://www.servicenow.com/docs/r/zurich/customer-service-management/major-issue-recipient-lists.html?contentId=LV7XxzuzZDc1Goy92To9PQ) - [Major Case form view](https://www.servicenow.com/docs/r/zurich/customer-service-management/major-issue-management-form-view.html?contentId=QermD27SKq4Jh4QnOL7Wlw) - [Propose a case as a major case candidate](https://www.servicenow.com/docs/r/zurich/customer-service-management/propose-major-case-candidate.html?contentId=wKgXHHybuxB~pWYR2DwQmw) - [Create a major case candidate](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-major-case-candidate.html?contentId=PvvOv4WZjxGtXzuDBq0QyQ) - [Approve or reject a major case candidate](https://www.servicenow.com/docs/r/zurich/customer-service-management/approve-reject-major-case-candidate.html?contentId=wFJtU5MrhNKr3A07LMT1iA) - [Create a major case](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-major-case.html?contentId=xLO_QIgCGO1pFEqySB_SMA) - [Create child cases for a major case](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-child-cases-for-major-case.html?contentId=Pa6up73cbYxSeOYrbNJVkQ) - [Add an existing case as a child to a major case](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-existing-case-to-major-case.html?contentId=mhXz9s4DJZlW9P~el_E5Rw) - [Components installed with Major Issue Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/installed-with-major-issue-mgmt.html?contentId=tpNwAN91mI~tMwgvukml8w) - [Automatically close customer service cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/auto-close-customer-service-case.html?contentId=6pOfHjvYWhlxcUUlyVm2nw) - [Notifications for resolved cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-auto-close-notifications.html?contentId=0~WsaXZHk_Bwdpe~JUBz7A) - [Administer Customer Contracts and Entitlements](https://www.servicenow.com/docs/r/zurich/customer-service-management/administer-pss.html?contentId=pouMVDInGir8ArqqVmQ1PQ) - [Add related lists to sold products and install base items](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-lists-sp-ibi.html?contentId=cchqqhZ8z5AY6SZhpvAj1g) - [Add a service contract related list](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-contracts-related-list.html?contentId=oRUWpOiGcaUCDnQgYGCfvg) - [Integrate](https://www.servicenow.com/docs/r/zurich/customer-service-management/integrate-csm-other-applics.html?contentId=1DyGgKb2Y8dXKi8vNhUUaA) - [Integrate with IT Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/integrating-with-it-service-management.html?contentId=cCMen1ZmZhFY_fm1ws3k4g) - [Overview](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-integration-service-management.html?contentId=cphl6bL~jeu9UZI50U~2sg) - [CSM integration with Incident Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-integration-sm-incident.html?contentId=VAbRoypXkWSTmBXz81RR8w) - [CSM integration with Problem Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-integration-sm-problem.html?contentId=O7iYUafep6zteLC_PZaxNQ) - [CSM integration with Change Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-integration-sm-change.html?contentId=JbumBtYD1qBcO44CBv7Xrg) - [Integrate with Request Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-integration-sm-request.html?contentId=ROPHlWsDSwI3TusBHiMRlQ) - [Integrate service portal with service catalog](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-catalog-request-integration.html?contentId=JCWBnMWOgxRybE0gZd9uxQ) - [Integration extension points](https://www.servicenow.com/docs/r/zurich/customer-service-management/itsm-extension-points.html?contentId=gdHEZDs1XI~kFBtbbhVOjQ) - [Setting up CSM integration with IT Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/setting-up-csm-integration-with-itsm.html?contentId=csl5WuTGzOjY4qM4V3wNew) - [Integrate with IT Service Management using Guided Setup](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-csm-sm-integration.html?contentId=OJkRklQWq8xYDkzgoVgcQQ) - [Activate Customer Service Management with Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-csm-sm-integration.html?contentId=uXGZmATTe1CEeJeXc_Tu_g) - [Activate Customer Service Management with Request Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-csm-rm-integration.html?contentId=4aEC5MaGgPV4Lni8jci~ZQ) - [Assigning CSM/ITSM integration roles](https://www.servicenow.com/docs/r/zurich/customer-service-management/assign-csm-itsm-integration-roles.html?contentId=T4Y6htpKqB9EneFzviR8ow) - [Enable external customers to access problem, change, and request records](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-itsm-integration-view-request.html?contentId=ftcEll5NaHFGkJ7ci2dUbw) - [Related records list widget](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-related-records-list-widget.html?contentId=WCa4XOd8JLHuB_4CLHr9ow) - [Enable external customers to create requests](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-customer-request-from-portal.html?contentId=tyWyAliv7XIP9RvzNhwNRQ) - [Enable external customers to approve requests and changes](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-customer-request-approval.html?contentId=7BJbUGL77vS3aA2DydQhzg) - [Enable the Create Request UI action for case types](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-create-request-case-type.html?contentId=JPrUOl3HvQgf6J8KY6m5qA) - [Create ITSM records from cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-item-agent-tasks.html?contentId=Y1V3oVFaj3Fa738kMNRhbA) - [Create a request from Portals](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-request-from-csp.html?contentId=n9Np~BlFdGZj0Hn42EOzWw) - [Integrating with Service Portfolio Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-spm-integration.html?contentId=NBavgkMpjxcLdWcxHCvTMA) - [Configure using guided setup](https://www.servicenow.com/docs/r/zurich/customer-service-management/spm-csm-integration.html?contentId=Zuu1lZCrwN_DzZnoe3sWCg) - [Activate Customer Service Management with Service Portfolio Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/activate-spm-integration.html?contentId=ByRXlGK~h0HGodLqw01oHA) - [Configure form views for Service Portfolio Management integration](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-form-views-spm-csm.html?contentId=zUGYZKdAEemm0G9USp2kuw) - [Assign roles for Service Portfolio Management integration](https://www.servicenow.com/docs/r/zurich/customer-service-management/assign-roles-spm-csm.html?contentId=Wjmu1ivEC8_VsCxiyqhYxg) - [Integrating with Continual Improvement Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-continual-improvement-mgmt.html?contentId=AZa4WtlZUePIk_iZRnwbVg) - [Integrate with Continual Improvement Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-integration-cim-csm.html?contentId=jC7Z8Zofowuux9O4pdYC~A) - [Integrating with IT Operations Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/integration-event-proactive.html?contentId=o4_f9nnmg8T_4A8SjKVX6g) - [Integrate with ITOM Event Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/integrate-csm-itom.html?contentId=iYYkV5r5elcNx0ojLq~1Vg) - [Integrating with Customer Project Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-ppm-integration.html?contentId=2g7yyP3P_s36NFL~209KNQ) - [Configure using guided setup](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-ppm-configuration.html?contentId=l5_f1SvcKcJqR3Hpm6j52g) - [Customer Project Management personas, roles, and tables](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-ppm-integration-roles-tasks.html?contentId=YW4gm_2rUSNbVnl9YH2LZw) - [Customer Project Management domain separation](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-ppm-domain-separation.html?contentId=Bd~yXoAJNTkrjto5k9sptw) - [Customer project manager tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-project-manager-tasks.html?contentId=kV97FjCogUYcucWmzilKdA) - [Assign a project task](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-ppm-assign-project-task.html?contentId=f2k9PPkkiLPtfiW1X8lLdw) - [Create a project issue for a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-ppm-create-project-issue.html?contentId=Aa_KeHKhnPhBW3uOPpbfFg) - [Create a project change request for a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-ppm-create-project-change.html?contentId=feeJhRuxLAsNy2BJrZCi2A) - [Create a customer project from an idea](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-ppm-create-project-from-idea.html?contentId=KRChFwOTSTn7AqQJd0p5Rw) - [Create a customer project from a demand](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-ppm-create-project-from-demand.html?contentId=pM8S9eFnLtB~AquyOfX4vg) - [Customer service agent tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-agent-tasks.html?contentId=rvG0VmYOIeup2Wt_xzW_ag) - [Customer tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-tasks.html?contentId=12xaSCPK~O8S7KXFDpi5jQ) - [Customer Service Investment Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-ppm-investment-portal.html?contentId=gzcSiYE~4UPIzZH9A~K1oQ) - [Create an investment board on the CSM Investment Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-ppm-create-investment-portal.html?contentId=N4t5_zpju~G1d2CJjUBc1Q) - [Integrating with Financial Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-integration-financial-mgmt.html?contentId=W7nFWJTdxk4XpvZH7dMctA) - [Integrate with Financial Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/integrate-financial-mangmt-csm.html?contentId=6qYrtGkfRg5ecLR9UumShg) - [Integrating with Adobe Experience Manager](https://www.servicenow.com/docs/r/zurich/customer-service-management/aem-integration.html?contentId=hF_Z7a3F6hOxoNj5RCCEjg) - [Integrate Customer Service Management with Adobe Experience Manager](https://www.servicenow.com/docs/r/zurich/customer-service-management/Integrate-AEM.html?contentId=4ARfsP32dOhuLsswT~umQg) - [Configuring authentication settings](https://www.servicenow.com/docs/r/zurich/customer-service-management/aem-setup-servicenow-authentication.html?contentId=w5VBCownoyJdBXk~B0rV3w) - [Configuring integration settings](https://www.servicenow.com/docs/r/zurich/customer-service-management/aem-integration-setup.html?contentId=RrYPdF7oL2ySYeC9KCXMEA) - [Customizing component colors](https://www.servicenow.com/docs/r/zurich/customer-service-management/aem-style-components.html?contentId=m83X3GPTFX1Fg6vMO5vdkg) - [ServiceNow pages in Adobe Experience Manager](https://www.servicenow.com/docs/r/zurich/customer-service-management/aem-default-pages.html?contentId=ljNYI_vcr3_5xdjHfFfUow) - [Display ServiceNow knowledge articles on an AEM page](https://www.servicenow.com/docs/r/zurich/customer-service-management/aem-display-knowledge-components.html?contentId=dWJzSqycHHcoEpAhM9JEog) - [Display ServiceNow cases on an AEM page](https://www.servicenow.com/docs/r/zurich/customer-service-management/aem-display-case-components.html?contentId=jpYUyI0yFdR6AwjkeE8SbA) - [Integrating with Computer Telephony Integration (CTI)](https://www.servicenow.com/docs/r/zurich/customer-service-management/cti-csm-integration.html?contentId=D3yQKs_neZzQSmjq8iRU9w) - [OpenFrame overview](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_OpenFrameOverview.html?contentId=krpxrb5dgzx4Cpxal4nvQw) - [Interaction Controls Component](https://www.servicenow.com/docs/r/zurich/customer-service-management/interaction-controls-component.html?contentId=3hwkIo1uoJKup_TUmUcDiQ) - [Computer Telephony Integration Workflows](https://www.servicenow.com/docs/r/zurich/customer-service-management/cti-workflows.html?contentId=2dyoKqaAjQBZ016C0aBkfw) - [CTI demo implementation](https://www.servicenow.com/docs/r/zurich/customer-service-management/CTI-demo-implementation.html?contentId=hoAdqDOMIT4H5m_xjfT~0A) - [Configure the CTI demo](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_PhoneInstallationAndConfiguration.html?contentId=xRlQfJCcQ71n4bKXYzig3w) - [Working with the CTI using the OpenFrame window](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-the-cti.html?contentId=rhdDVLb5OKgXvZf3ezo~UQ) - [Computer Telephony demo integration with the Case form](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_CTIIntegrationWithTheCaseForm.html?contentId=lMxadcDrAS9PvKHsRNKAAw) - [Computer Telephone demo integration with tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_CTIIntegrationWithTasks.html?contentId=za4UqQLLC7v9SvCtoDfJug) - [Associate a phone number with a workflow](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_AssociateNumberWithWorkflow.html?contentId=q~yYRX6T56bJZ9S60WgUgA) - [Integrating with Microsoft Outlook](https://www.servicenow.com/docs/r/zurich/customer-service-management/integrating-with-microsoft-outlook.html?contentId=ZhdHzDo1miAnZao9qEMBIg) - [Integrate Customer Service Management with Microsoft Outlook](https://www.servicenow.com/docs/r/zurich/customer-service-management/integrate-outlook-csm.html?contentId=KMRhMdjaKd8oM~AvRU~OZw) - [Configure the ServiceNow Add-in for Microsoft Outlook](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-servicenow-outlook.html?contentId=egh8DLYJut3Ivfxa37PU3Q) - [Include a combined CSM and ITSM add-in icon](https://www.servicenow.com/docs/r/zurich/customer-service-management/recommend-add-in-config.html?contentId=xanYK7pTwTlBXa~FKBH5pA) - [Install the ServiceNow Add-in for Microsoft Outlook](https://www.servicenow.com/docs/r/zurich/customer-service-management/install-servicenow-outlook.html?contentId=VBTsfvFc8bDkecH8xMaU_w) - [Integrating with Safe Workplace applications](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-integration-safe-workplace.html?contentId=zjjlapHt6s8ukYi678EIWQ) - [Set up Customer Service Management integration with Safe Workplace applications](https://www.servicenow.com/docs/r/zurich/customer-service-management/integrate-csm-safe-workplace.html?contentId=LFElGkHsyvwFs5eBM9ZACA) - [Configure the health screening form](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-record-producer-csm-safe-workplace.html?contentId=39dWT24czHA3Zy9zfc7IHw) - [Using Customer Service Management with Safe Workplace applications](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-health-screening-csm.html?contentId=EQOxKS28EWmPqfm19K3Ymg) - [Integrating with consumer messaging apps](https://www.servicenow.com/docs/r/zurich/customer-service-management/messg-integrate-channels.html?contentId=WMbDjL05t17RJxrPg_jflA) - [Integrating WhatsApp with Customer Service Management through Twilio](https://www.servicenow.com/docs/r/zurich/customer-service-management/messg-integrate-whatsapp-csm.html?contentId=2iW4eTUGX~459OS7aR3sAg) - [Integrating WhatsApp with Customer Service Management using the WhatsApp Cloud API](https://www.servicenow.com/docs/r/zurich/customer-service-management/messg-integrating-whatsapp-with-csm-whatsapp-cloud.html?contentId=_A84X~wWbfPDYtBUByhkTQ) - [System properties for configuring WhatsApp (WhatsApp Cloud API)](https://www.servicenow.com/docs/r/zurich/customer-service-management/direct-cloud-api-system-property-configuration.html?contentId=n2BzAVNcuzpViexFcB4LXw) - [Integrating LINE with Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/messg-integrate-line-csm.html?contentId=bs0tSmnDpgrrQ4PCEhFi0A) - [Integrating Facebook Messenger with Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/messg-integrate-fbm-csm.html?contentId=yOwon1gs_fN8mSA_3ylaQw) - [Integrating Apple Messages for Business with Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/integrate-amb-with-csm.html?contentId=fl~H2gFfJwhEiXEJnKsKog) - [Integrating with Process Mining](https://www.servicenow.com/docs/r/zurich/customer-service-management/process-opt-csm.html?contentId=GUxFGdTm2ne~naU6vBpe4A) - [Integrating with contact centers](https://www.servicenow.com/docs/r/zurich/customer-service-management/contactcenter-integration.html?contentId=zXNz_CtTM1MBw6IbsEC39g) - [CCaaS Admin Console](https://www.servicenow.com/docs/r/zurich/customer-service-management/contactcenter-admin-console.html?contentId=tgqrq9~SehYDd44Kz8YHCA) - [Importing skills, queues, and wrap-up codes](https://www.servicenow.com/docs/r/zurich/customer-service-management/import-skills-queues-and-wrap-up.html?contentId=JfH~liqSWdxz5qiomysBBg) - [Import queues](https://www.servicenow.com/docs/r/zurich/customer-service-management/import-queues.html?contentId=8lcID7uP~2mqKqlCeqn7cA) - [Import wrap-up codes](https://www.servicenow.com/docs/r/zurich/customer-service-management/import-wrap-up.html?contentId=S46b7jV44n0XcQeLzjbD7g) - [Import skills](https://www.servicenow.com/docs/r/zurich/customer-service-management/import-skills.html?contentId=fJWWu6Ia6tFhTch7xQ7wfg) - [Voice Controls Simulator tool](https://www.servicenow.com/docs/r/zurich/customer-service-management/voice-control-simulator-tool.html?contentId=UOxhSMg78Jd1xhPEejE3bA) - [Set up the Voice Controls Simulator tool](https://www.servicenow.com/docs/r/zurich/customer-service-management/set-up-voice-controls-simulator-tool.html?contentId=nJpeho9aSXe7G4PUSPTh~w) - [Launching the simulator](https://www.servicenow.com/docs/r/zurich/customer-service-management/launch-voice-controls-simulator.html?contentId=Vf2PGImmkqCAUXqKCKiVIQ) - [Setting idle state](https://www.servicenow.com/docs/r/zurich/customer-service-management/setup-idle-state-and-directory.html?contentId=fAyCYuhMrCa2mJjUFQUMnQ) - [Configuring Transfer capabilities](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-transfer-capability.html?contentId=Gy4TSOxic0S~Q7myf6cBPg) - [Adding participants](https://www.servicenow.com/docs/r/zurich/customer-service-management/adding-participants.html?contentId=wrgh0o8l_E0A5vypDyJ0vQ) - [ICC for voice calls](https://www.servicenow.com/docs/r/zurich/customer-service-management/contact-center-integration-with-icc.html?contentId=d3qC~GSuIv8noFfsLas87g) - [ICC call control features](https://www.servicenow.com/docs/r/zurich/customer-service-management/interaction-controls-component-icc-call-interaction-features.html?contentId=6fmpVpz6MeD44VAc0_4Wfg) - [Show or hide the conversation panel](https://www.servicenow.com/docs/r/zurich/customer-service-management/show-hide-conversation-panel.html?contentId=Fcqx0LHQngVWDJ3hwuZ7kw) - [Global call list](https://www.servicenow.com/docs/r/zurich/customer-service-management/ccaas-global-call-list.html?contentId=KP6vtpufKZ87rNkJ4yd01g) - [Phone directory](https://www.servicenow.com/docs/r/zurich/customer-service-management/ccaas-phone-directory.html?contentId=2BLBiPzehKdaEbCzkiSDfQ) - [Call resiliency](https://www.servicenow.com/docs/r/zurich/customer-service-management/ccaas-call-resiliency.html?contentId=SDbVGkROLAPgVMQgBuF5vg) - [Monitoring calls](https://www.servicenow.com/docs/r/zurich/customer-service-management/call-monitoring.html?contentId=wuWzZbl8iygW8GwyuGhIaQ) - [Selecting queues for outbound calls](https://www.servicenow.com/docs/r/zurich/customer-service-management/select-queues-for-outbound-calls.html?contentId=RKQgxOGq4RGAEiWseWH2~w) - [Select queues for outbound calls from keypad, phone directory, and Interaction record](https://www.servicenow.com/docs/r/zurich/customer-service-management/select-queue-for-outbound-calls-from-keypad.html?contentId=Mk0nGtEx6TLHA41QBfYPiw) - [Amazon Connect for voice calls via ICC](https://www.servicenow.com/docs/r/zurich/customer-service-management/amazon-connect-for-voice-calls.html?contentId=FIThXLuSlo1464tWSO_QWA) - [Integrating ICC for callbacks](https://www.servicenow.com/docs/r/zurich/customer-service-management/interaction-controls-component-icc-callback-integration-features.html?contentId=7IqYf1iovZmScTgZiEwJjw) - [Callback interaction features](https://www.servicenow.com/docs/r/zurich/customer-service-management/contact-center-intergration-with-icc-callback.html?contentId=qC9ieszrdBzl6B5Xb9BlXQ) - [Use](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-csm.html?contentId=p9gK1mPyOa2OKFJFCX8jow) - [Manage cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/manage-cases.html?contentId=2ksO5UoBGUBSww32XE9C3w) - [Create a customer service case](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CreateACaseFromCustServApp.html?contentId=ekG3ZfdjXf_M_KS_Z4LyXA) - [Create a customer service case of a specific type](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-case-of-specific-case-type.html?contentId=vKxISv5urs3lJjqv4Aw5LA) - [Create an onboarding case](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-onboarding-case.html?contentId=2fbgH18QMQ79tSWFETAvLw) - [Create a record in CSM Configurable Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-record-from-workspace-tab.html?contentId=_~BxWmyWocj6R3t92D0MoA) - [Create a customer service case from a chat](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CreateACaseFromAChat.html?contentId=ttBzp3pDjDXIBsOcEKcDCg) - [Assign a customer service case](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_AssignACase.html?contentId=zuYcpmAKZ6C~RgLu9wJ7Rg) - [Create a case task](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-task-for-cust-service-case.html?contentId=LZCtP3U0y9XHgD3rUBnkrQ) - [Create a case task of a specific type](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-case-task-specific-case-type.html?contentId=NkzRAO6DMuzCGWAPb_JdyQ) - [Create a work order for a customer service case](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CreateAWorkOrderForACase.html?contentId=pvh_JDbDwdf43wWokYXu9w) - [Create a request on behalf of a customer or consumer](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-create-request-for-customer.html?contentId=y7lXqEmLGOU~f87lEGXV0g) - [Add an entitlement to a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-entitlement-to-case.html?contentId=~hUv7Gc5AtkO~ST_FJfSIQ) - [Add an entitlement to a case line](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-entitlement-to-case-line.html?contentId=r3DWvHPfo5B4BEROeNGm0w) - [Close a customer service case](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CloseACase.html?contentId=XHaZKk2emWUZOk_Ii1Fk9Q) - [Customer service satisfaction surveys](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_CustomerServiceSatisfactionSurvey.html?contentId=9Ux9gOJbBry45a8hMKCNog) - [Create a consumer case from a chat](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-consumer-case-from-chat.html?contentId=u6EXVESnzfEI_T9pCWB9Yw) - [Create a consumer case from an anonymous chat](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-consumer-case-from-anon-chat.html?contentId=Cpl4KcSRR1JwJssSiCPhkg) - [Create a consumer record](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-a-consumer-record.html?contentId=6uwXkEsV2D~utqO8nfzBdQ) - [Create a consumer record from an anonymous chat](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-consumer-rec-from-anon-chat.html?contentId=cNKPhGyt9KdVyawlwYmXFA) - [Create additional consumer addresses](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-consumer-address_2.html?contentId=Are7~PP7SOwi_PHH~1w_8w) - [Respond to a case using an email quick message](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-use-email-quick-messages.html?contentId=NpDowYC4lFMccpgMAnECvg) - [Initiate a conference call from a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/initiate-conference-call-from-case.html?contentId=5hY~J1L28pbqaKKVt0KLmw) - [Use the Activity Stream](https://www.servicenow.com/docs/r/zurich/customer-service-management/filter-activity-stream-csm.html?contentId=eCh3kBvTq6S~P5veo_Qdtg) - [Resolve cases with knowledge and community content](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ProposeAKBArticleAsACaseSolution.html?contentId=6d~t8nHrV1eesqWFZuPZHQ) - [Manage skills for a customer service case](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-add-delete-skill.html?contentId=h_yY_KD4qSe_E3auRLe40w) - [Using Chat Zoom Connector](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-chat-zoom-connector.html?contentId=O9x2AWgIRCEH8vgIRKuH6g) - [Initiate Zoom meetings from chats](https://www.servicenow.com/docs/r/zurich/customer-service-management/initiate-chat-zoom.html?contentId=riQKRIIrEe_FDKniB_z9Gg) - [View details for Zoom meetings initiated from chats](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-details-chat-zoom.html?contentId=Vwsx1bSoy0M2GR1zy8XDWA) - [Using CRM Workspace in Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspaces-use.html?contentId=NsIpvmRRezqjH1ce8Ea8tg) - [Open CSM Configurable Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspaces-open.html?contentId=hSuLxlXMIA7vBRDl1shQQQ) - [Look up and verify a contact or consumer](https://www.servicenow.com/docs/r/zurich/customer-service-management/lookup-verify-contact-consumer.html?contentId=iNdEKcXauEy0lXMMMILTEA) - [Create a contact or consumer using Lookup and verify](https://www.servicenow.com/docs/r/zurich/customer-service-management/lookup-verify-create-contact.html?contentId=y3~j5YBZ1hvs~3C7I21rlg) - [View the install base in CRM Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/install-base-aw-csm.html?contentId=_GTgifdDP0plJwFMndoz7Q) - [View sold product information in CRM Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-sold-product-info-workspace.html?contentId=_F_4GArsU05F6JG_pbKfYw) - [Search for knowledge articles in CRM Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-search-knowledge.html?contentId=UP3mp3ldcWx3gSgnt6JMUg) - [Open a knowledge article in a sub-tab](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-open-knowledge.html?contentId=VgLcPpVEhMpOS5yLppVS_A) - [Create a knowledge article from a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-create-knowledge.html?contentId=7AfbdRllvDfh50C~_Bgogw) - [Report a knowledge gap](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-report-knowledge-gap.html?contentId=8uGVypDR2UtWtoUMXngRDQ) - [Respond to a community thread from a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-workspace-respond-to-thread.html?contentId=SZG12Zg3ILGWRpzv~Z9KPA) - [Use templates to add information to cases and tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-aw-agent-use-response-template.html?contentId=VcEFgXuagKPxceUH7O1xcA) - [Use Customer Central](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-customer-central.html?contentId=y9wzwxRfwflVBubx7~94cw) - [View trending case topics](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-trending-case-topics.html?contentId=uNlYmwWA5hKbUa2vsAqYyw) - [Add trending case topics to existing major cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/trending-case-topics-mim.html?contentId=HlvJ3IPHIxwe6enCTd48Hg) - [Create major cases for trending case topics](https://www.servicenow.com/docs/r/zurich/customer-service-management/major-cases-trending-topics.html?contentId=ivwV7cDmVEWb9GW4P2Aj8g) - [Manage email tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/overview-email-tasks.html?contentId=yFR5XIieKRSEvUZMcJic6g) - [Compose an email from a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/compose-email-cases.html?contentId=uR9vTAePZbec8hiRilGEBQ) - [Compose an email from the ribbon component](https://www.servicenow.com/docs/r/zurich/customer-service-management/open-email-customer-360.html?contentId=8eazfv7UTQKlTv3SYKFwDw) - [Compose an email from an email template](https://www.servicenow.com/docs/r/zurich/customer-service-management/compose-email-from-email-template.html?contentId=I20Dh4jVbDkTzFUOP7_3EA) - [Send an email response from a case activity stream](https://www.servicenow.com/docs/r/zurich/customer-service-management/respond-cases-reply-forward.html?contentId=Wkr5m2Yls0BR1D9KbsZraw) - [Preview an email from the Emails related list](https://www.servicenow.com/docs/r/zurich/customer-service-management/preview-email-cases.html?contentId=km1dRgIUYjNt66iMHwLd_Q) - [Initiate SMS conversations from CSM Agent Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-init-sms-csm-ws.html?contentId=3EqKV0F5oiw67~sIcP0KBw) - [Initiate messaging conversations from CRM Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-init-messg-csm-cws.html?contentId=qYjyHkEl2jcAxZDsjbnPaQ) - [Create a work plan in Customer Service Management (CSM) Configurable Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-work-plans-in-workspace.html?contentId=9Q6RAVapk4ZTWW0Gh09hsw) - [Using Business Location 360](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-the-business-location-360.html?contentId=RzGwFK3MuExrebBrjTDrLw) - [Business Location 360 components](https://www.servicenow.com/docs/r/zurich/customer-service-management/ui-components-under-business-location-360.html?contentId=rHq15qJsmsNJMhI9IvJ5qg) - [Access Business Location 360 as a customer service agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/access-business-location-360-as-agents.html?contentId=jfvi2q_GPhGCQhkm8hmk4w) - [Access Business Location 360 as a customer service manager](https://www.servicenow.com/docs/r/zurich/customer-service-management/access-business-location-360-as-csm-managers.html?contentId=TA0a_2DhCksGtfcp5eanCw) - [Access Business Location 360 as a location service agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/access-bl-360-as-loc-serv-agent.html?contentId=3qC_ytj0~20mAQzalzrJpQ) - [Outsourced Service Provider agent tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-agent-tasks.html?contentId=usISRGukBjnl87PUmxFkJg) - [Create work order](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-create-work-order.html?contentId=IRrh1ESSSFGW_2NwLo9hsw) - [Escalate a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-escalate-case.html?contentId=_Z5HGzIS1IX26OYfju8vfw) - [View account or consumer assets](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-view-asset-acct-consumer.html?contentId=emIj8~XqPLqHRqONx0WAWA) - [View account contracts](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-view-contracts.html?contentId=mtkjgPC2~dXR35N_4QbBnA) - [View customer or consumer data](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-view-cust-data.html?contentId=vZCwG4RErQU9l~wwjjOBMQ) - [Create a case task](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-create-case-task.html?contentId=Ia6A_6EQbHoFyC~CejzxcA) - [Assign a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-assign-case.html?contentId=pE0kTlcXt1T33hZnBB9_xQ) - [Create an appointment](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-create-appt.html?contentId=1Jd70GndHvjR3vbEQ2RKcg) - [Transfer a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-transfer-case.html?contentId=n7D99rFo4psft_~1svSDWQ) - [View cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-view-cases.html?contentId=~SlTh_zftHquayNZMW13iA) - [View case related emails and respond](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-view-email-respond.html?contentId=hgVSXEmsNZ6YYEmYylPADw) - [Report knowledge gap from a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-report-knowledge-gap.html?contentId=qcwLkiRN8UiJck7QNRfJNg) - [Propose a major case](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-propose-major-case.html?contentId=xGHKYp_Rlocp7zkk0bAQPQ) - [Close a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-close-case.html?contentId=PVh48rMfEfTb6hu4YF69DQ) - [Contextual search](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-contextual-search.html?contentId=4Vjap9fpEqOR54FkxesaQg) - [View list of entitlements](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-view-entitlements.html?contentId=JlKMzqLV974p7KXl7PIVtA) - [Schedules and sites](https://www.servicenow.com/docs/r/zurich/customer-service-management/manage-schedules-and-sites.html?contentId=KY4s~svw2GmG_Q1QP3zKzw) - [Agent calendar](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-calendar.html?contentId=8v7VFpSQcvF4_O6sr~hucg) - [Agent calendars](https://www.servicenow.com/docs/r/zurich/customer-service-management/configure-agent-calendar.html?contentId=1VLDe8fiTuOg3oTXwi4NIA) - [Event configurations](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-agent-calendar-event-config.html?contentId=usdVbAUjmgGshE~~fdp0Ew) - [Create work schedule](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-agent-work-schedule.html?contentId=XirNfv_B4b83IXsrwuAC2Q) - [Create a personal event](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-personal-event-for-agent.html?contentId=CWDUYRYpNfq47c5EspZaqQ) - [Create calendar schedule](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-schedule-agent-calendar.html?contentId=7vwC_5ZZRjtLOUYAtDPCHQ) - [Agent calendar](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-agent-calendar.html?contentId=tHH~5Gm2q7CJGKaU0EXElA) - [Add event](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-event-to-agent-calendar.html?contentId=RfPkmLH8Tcsjycwa7~latQ) - [Move event](https://www.servicenow.com/docs/r/zurich/customer-service-management/move-agent-calendar-event.html?contentId=Nb14wP2Q8t4KKRpRL_uYpg) - [Show or hide event types](https://www.servicenow.com/docs/r/zurich/customer-service-management/show-hide-event-types-agent-cal.html?contentId=1kcxFhTkDci7SBf6rmmrFQ) - [Use Microsoft Outlook with CSM](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-microsoft-outlook-with-csm.html?contentId=UMQBhOTyzQ72fz5kREvdow) - [View customer details](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-existing-contact.html?contentId=vl8b1SyP1BjGPB~A9lkhYg) - [Create Outlook contacts](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-new-contact.html?contentId=5uCt3NKIk1EgJE2eeJB4VQ) - [Modify Outlook cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-existing-case.html?contentId=pyaQWMuOBHnX1weiP9_v4w) - [Create case from email](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-new-case.html?contentId=1qmMSuGwXqGPsji0f~9~ng) - [Mobile experience for CSM](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-mobile-interface.html?contentId=62pSW3NOaEJ9jcHEm0w4Ug) - [Mobile app overview](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-mobile-overview.html?contentId=P5FvfxErKvhOcxFvQaekhA) - [Getting started mobile application](https://www.servicenow.com/docs/r/zurich/customer-service-management/install-customer-service-mobile-app.html?contentId=ZgUrbJ2JICjN8iEMPMh5~Q) - [Agent and manager tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-mobile-agent-mgr-task.html?contentId=el_Au3lD0A8aklBu66f49w) - [Install base work plans](https://www.servicenow.com/docs/r/zurich/customer-service-management/install-base-work-plans.html?contentId=rnXC64naEQvSpSYmzYBwUQ) - [Create work plan](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-work-plans.html?contentId=oBZ_oHc3W6oAKuOBfNKQog) - [Create work order](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-work-orders.html?contentId=FkklA7SS7YIQ~m9rOJCpTw) - [Automate and optimize](https://www.servicenow.com/docs/r/zurich/customer-service-management/automate-and-optimize.html?contentId=hzaynRsAMTR7eyenTpMniQ) - [Using Virtual Agent in service portals](https://www.servicenow.com/docs/r/zurich/customer-service-management/va-csp-csm-portal.html?contentId=pwactYqOgRz0EzXWNLNSYQ) - [Now Assist in Virtual Agent in self-service portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/nava-csp-csm-portals.html?contentId=Ee4z6mhG5ZL5YNhnd3Vp9g) - [Using generative AI in portal case form](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-ai-search-with-q-a-within-the-portal-form.html?contentId=krmoy2_8M0NMmCxC_fYeGA) - [Update the service portal chat configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/config-conv-features-agent-user.html?contentId=Ln26bdJVmAC0VsbSq7H3Ig) - [Now Assist conversational experience in self-service portals](https://www.servicenow.com/docs/r/zurich/customer-service-management/nass-portal.html?contentId=xr2PizWIxYrKXbtKNCcFvA) - [Using Proactive Customer Service Operations to monitor your customers' products and services to address issues proactively](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-pcso.html?contentId=rpliVhty4ZgMH0k9hvIlgg) - [Create a proactive case from an alert](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-alert-workspace.html?contentId=JsvDAcibCdJdCI1X9R~ekA) - [Manage a proactive case created from an alert](https://www.servicenow.com/docs/r/zurich/customer-service-management/manage-internally-reported-case.html?contentId=a2bfc2SARto45sizPfXjlA) - [Review and accept a proactive case as a major case](https://www.servicenow.com/docs/r/zurich/customer-service-management/resolve-proactive-case-major-case.html?contentId=yyvFycjlv_S_J9YMgu~VUA) - [Track install base service health](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-health-tracking-csm.html?contentId=bDLcxmOewVyWd6DFePnyoA) - [Associate an outage to a major case](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-outage-case.html?contentId=nL1ReOQeLu3iX7xvhIzw_A) - [Create an outage from a major case](https://www.servicenow.com/docs/r/zurich/customer-service-management/track-outages-csm.html?contentId=EAyV2c~MOIlToEWpRFlCAg) - [Track outages for install base items](https://www.servicenow.com/docs/r/zurich/customer-service-management/track-outages-aw.html?contentId=o4kSpyoSlAToUvGKFyp0QA) - [Use Task Intelligence](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-task-intelligence.html?contentId=zGCLNaHE8LZG4W9~hYGtog) - [Review and submit values predicted by Document Intelligence](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-doc-intel-review-values.html?contentId=YHj3vmVYuYc7THdTYXPiGQ) - [View analytics](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-task-intel-case-monitoring.html?contentId=7wzG5iQiXGrjP_8NVbt9GA) - [View prediction history](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-task-intel-prediction-history.html?contentId=iXTAJ6aKLyp5if3L5mp7bw) - [View prediction on field change](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-prediction-on-field-change.html?contentId=rIpH3Yyue60Tzak3w1g9jA) - [View similar case recommendations](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-similar-case-recommendations.html?contentId=4P3fy_0K~9ANqtwQ3f29_A) - [Use Guided Decisions in playbooks to resolve cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-guided-decisions.html?contentId=HFHNKMmTS9CY1UQzp6GTbw) - [Use Guided Decisions in recommended actions to resolve cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-guided-decisions-ra.html?contentId=WiuLHcK_HUi99FPpii86zA) - [Using the Recommended Actions application](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-csm-using-recommended-actions.html?contentId=JX3m4eNUDCVNCFbS7pEVPg) - [Resolve cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/nba_use.html?contentId=R3FCPQ~EVmQf~bDuC8ux~w) - [Attach knowledge articles to chat](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-recommended-actions-to-attach-knowledge-articles-to-chat.html?contentId=UbiMpMWaTSYM3Tfaq1kwhg) - [Use AI search to resolve cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/nba-use-ai-search.html?contentId=0Hk95Vzs9_~nORhftVfRJg) - [Using playbooks](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbooks-using.html?contentId=6OqkfB6MD5BwXzxfKEjKqA) - [Create a record](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-create-record.html?contentId=mQRZ2JKuP4jhRX~~JhQptw) - [Filter activities](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbook-filter-activities.html?contentId=Fhz9qigd54CNt2zh8WfiVQ) - [Using the activity stream in the contextual side panel](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbooks-using-activity-stream.html?contentId=wyD3zpRRNUPUZnB~yEdJoQ) - [Viewing dynamic related records in the contextual side panel](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbooks-viewing-rel-records.html?contentId=5b~DXJvr1e2OZgLbN7LsnQ) - [Viewing ribbon information in the contextual side panel](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-playbooks-viewing-ribbon-info.html?contentId=t2_cRpFrnA08Z8mXN4owKw) - [Add an optional activity](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-customized-playbook-experience-for-customer-service-management.html?contentId=~5l3psDs06ZG3g5ktcYX_Q) - [Summarize a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-summarization-in-process-page.html?contentId=RwOSP2vd0MNr5tQkUNUj2A) - [Agent management](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-management.html?contentId=oBCHTCZ9LJZb3z1G24CsVA) - [Time recording for Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-time-recording.html?contentId=yi0tiFIqQzVJAcBQz_3VeQ) - [Record time worked](https://www.servicenow.com/docs/r/zurich/customer-service-management/cust-service-agent-record-time.html?contentId=VgLdz7ioXNuKRHcZAK8gJQ) - [Review time worked](https://www.servicenow.com/docs/r/zurich/customer-service-management/cust-service-agent-review-time.html?contentId=3ITbA_HpA_e~6FPCwiDVTw) - [Modify or delete time worked entries](https://www.servicenow.com/docs/r/zurich/customer-service-management/cust-service-agent-modify-time.html?contentId=A9lAU3Z38Z31fRaZNw7zCw) - [Review a time card](https://www.servicenow.com/docs/r/zurich/customer-service-management/cust-service-agent-review-timecard.html?contentId=jbsXHJRuWbx9ekb37fua_g) - [Review and submit a time sheet](https://www.servicenow.com/docs/r/zurich/customer-service-management/cust-service-agent-submit-time.html?contentId=fNdsadPNID5J2V4ZuiI4oA) - [Review and approve time sheets](https://www.servicenow.com/docs/r/zurich/customer-service-management/cust-service-manager-approve-time.html?contentId=0yHNt3f3BceL6lQvPb9Hog) - [Review expense lines created from time cards](https://www.servicenow.com/docs/r/zurich/customer-service-management/cust-service-view-expense-lines.html?contentId=sZxQcSFjHkNPVk7FFNLrnw) - [Assign a case from the assignment workbench](https://www.servicenow.com/docs/r/zurich/customer-service-management/assign-case-from-workbench.html?contentId=9PBOx4YgTWo8fjypa_NpLg) - [Manage special handling notes](https://www.servicenow.com/docs/r/zurich/customer-service-management/manage-special-handling-notes.html?contentId=ErA9DZYk~A2y8T4HIO8hdA) - [Create a special handling note](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CreateAnOnScreenAlert.html?contentId=5xORgTKslGkp3Kjr5DE8nA) - [Update a special handling note](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_UpdateAnOnScreenAlert.html?contentId=HNFyw7IDccMKwxNPyr_ixw) - [Delete a special handling note](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_DeleteAnOnScreenAlert.html?contentId=AGxioNQONy9o6eSreaDlZg) - [Delete a special handling note from a form](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_DeleteAnOnScreenAlertFromForm.html?contentId=ybXGhHaIl6hqPna5bfrKag) - [View team members assigned to an account](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ViewAccountTeamMembers.html?contentId=aBNSvsnyfwN4PGpHkfGuFw) - [Add an agent to the chat support assignment group](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_AddAgentToChatSupAssignGroup.html?contentId=Ea02tmf75qvZTCg2i34paw) - [Approve a service contract](https://www.servicenow.com/docs/r/zurich/customer-service-management/approve-service-contract.html?contentId=0XAGIp81RJqn9XY6j9cO~w) - [Outsourced Service Provider manager tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-manager-tasks.html?contentId=SfbPiIOk1GidoQMoU3qvcA) - [Onboard an Outsourced Service Provider agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/onboard-osp-agent.html?contentId=9nVaIleYnMHl_tpBHLxHXA) - [Assign a case to an OSP agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/osp-assign-case-manager.html?contentId=qwdveqrijHSzYLJTbHwSlQ) - [Workforce Optimization for Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-configurable-wfo-cs.html?contentId=iwy8PBxMGhP2gUEVYAIv5g) - [Manager workspace landing page](https://www.servicenow.com/docs/r/zurich/customer-service-management/wfo-cs-manager-landing-page-new.html?contentId=g20zw6R45UcnxPZKXkoemg) - [Channel Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/explore-channels-configurable-wfo-cs.html?contentId=Rn~wK2uItzZnAG3ALJAh~Q) - [Using Channel Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/configurable-channels-wfo-cs.html?contentId=rDsqTqrCD_SW6w5KdhwGWw) - [Using Channel Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-channels-configurable-wfo-cs.html?contentId=5t~m8of1m28~i3pBZ_hkhg) - [Using Voice](https://www.servicenow.com/docs/r/zurich/customer-service-management/configurable-servicenow-voice-cs.html?contentId=WOrFrFViAHlawh6wWUDDew) - [Associate Amazon Connect queues for CSM to a ServiceNow instance](https://www.servicenow.com/docs/r/zurich/customer-service-management/setup-amazonconnect-configurable-csm.html?contentId=BYNkSv5EZxfIxav4KW4plg) - [Listen, Monitor or Barge in to an agent call](https://www.servicenow.com/docs/r/zurich/customer-service-management/listen-agent-call-configurable-wfo-cs.html?contentId=ddKRSHE7xISLzv21yFssyg) - [Amazon Connect transcript and sentiment analysis](https://www.servicenow.com/docs/r/zurich/customer-service-management/analyze-transcripts-sentiments-configurable-wfo-cs.html?contentId=bkKG_lkM3fP32PRfh_km~A) - [Analyze skills](https://www.servicenow.com/docs/r/zurich/customer-service-management/analyze-skill-usage-teams-configurable-wfo-cs.html?contentId=OH7IYsOVQrT39nnvnQzV~g) - [Assigning work using Work Scheduler](https://www.servicenow.com/docs/r/zurich/customer-service-management/work-scheduler-wfo-cs.html?contentId=xwKKLNywXIQTBCICc10ahg) - [Assign work based on your teams' skills and capacity](https://www.servicenow.com/docs/r/zurich/customer-service-management/track-tasks-teams-wfo-cs.html?contentId=nI40KlOGeS85pkor8JRxJw) - [Create a criteria for a matching rule in Work scheduler](https://www.servicenow.com/docs/r/zurich/customer-service-management/assignment-rules-work-scheduler-wfo-cs.html?contentId=56RqNHYL02bSoxGcxHb5xQ) - [Matching criteria for work items in Work scheduler](https://www.servicenow.com/docs/r/zurich/customer-service-management/work-items-assignment-matching-criteria-wfo-cs.html?contentId=Htg1wsjZdYtpI88OduPkOw) - [Schedule](https://www.servicenow.com/docs/r/zurich/customer-service-management/scheduling-configurable-wfo-cs.html?contentId=awxpp9uQDRADjThiYdTGmw) - [Create a shift plan](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-shift-plan-configurable-wfo-cs.html?contentId=K2Z4DZlwLHijxJ0ZAk5ijQ) - [Create a schedule plan](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-schedule-plan-configurable-wfo-cs.html?contentId=2rEESZJqsuGJ5qD750_vhw) - [Publish a schedule plan for visibility into team coverage](https://www.servicenow.com/docs/r/zurich/customer-service-management/generate-preview-schedule-plan-configurable-wfo-cs.html?contentId=dySy7HaD8~4nmirJTJIcCg) - [Track and manage your team schedule](https://www.servicenow.com/docs/r/zurich/customer-service-management/track-manage-teams-schedule-configurable-wfo.html?contentId=yc9h6YV0sk850Itm6I6q~A) - [Create recurring meetings](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-recurring-meeting-wfo.html?contentId=FM6ZBYwGL~LzRuJP7E_k2g) - [Monitor schedule adherence of your agents](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-schedule-adherence-configurable-wfo.html?contentId=x_gAwQqlbMHLBaS3WIzYFQ) - [Analyze the time worked summary](https://www.servicenow.com/docs/r/zurich/customer-service-management/analyze-time-worked-summary-configurable-wfo-cs.html?contentId=nh9DHG~KJhwf4KMv0Od8qg) - [Analyze staff alignment using Demand Forecast](https://www.servicenow.com/docs/r/zurich/customer-service-management/analyze-staff-alignment-configurable-wfo-cs.html?contentId=JkAJlppkp_3YZPP1RJqHmA) - [Add events to the team calendar](https://www.servicenow.com/docs/r/zurich/customer-service-management/adding-event-calendar-configurable-wfo-cs.html?contentId=~RsChH2JXaWoKRQi2Illiw) - [Swap agent shifts](https://www.servicenow.com/docs/r/zurich/customer-service-management/swap-agent-shifts-configurable-wfo-cs.html?contentId=eP1NOowWqbz8K_renQ3ASA) - [Enable your teams to sign up for work shifts](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-shift-signup-wfo-csm.html?contentId=vOHZbmiOaZVI8bWKm3E0mQ) - [Sign up for your preferred shifts](https://www.servicenow.com/docs/r/zurich/customer-service-management/sign-up-preferred-shifts-wfo-csm.html?contentId=qNMjdFHoRZGJgwUV_p88aA) - [Manage user criteria for event types](https://www.servicenow.com/docs/r/zurich/customer-service-management/und-user-criteria-event-types.html?contentId=er5udCXB0Hc0l_zjxT2Z2w) - [Teams](https://www.servicenow.com/docs/r/zurich/customer-service-management/explore-teams-configurable-wfo-cs.html?contentId=YP0PuLH_~DeiIWOpHEOmFg) - [Using Teams](https://www.servicenow.com/docs/r/zurich/customer-service-management/teams-configurable-wfo-cs.html?contentId=smF9OF7LKaTZYy07qbGWKw) - [Coaching](https://www.servicenow.com/docs/r/zurich/customer-service-management/explore-coaching-configurable-wfo-cs.html?contentId=0_42mX70v9Qv3_29P9~d0Q) - [Using Coaching](https://www.servicenow.com/docs/r/zurich/customer-service-management/coaching-configurable-wfo-cs.html?contentId=DPhaiKuogpPW77fyEuaisQ) - [The Skills OVerview](https://www.servicenow.com/docs/r/zurich/customer-service-management/skill-overview-report-configurable-wfo-cs.html?contentId=0XskWAccnmeeJhWE2DrEdw) - [Assess the quality of completed tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/assess-quality-of-completed-tasks-configurable-wfo-cs.html?contentId=6rqNW_Dl2~Y3DjF9cTTSxg) - [Manage Skills](https://www.servicenow.com/docs/r/zurich/customer-service-management/manage-skills-wocs-configurable-wfo-cs.html?contentId=0Vxc5hWzZDEe3O_aW~hnqQ) - [Coaching with Learning](https://www.servicenow.com/docs/r/zurich/customer-service-management/workforce-learning-configurable-wfo-cs.html?contentId=RoVu_j~r2VYGpEmybq18rA) - [Create a learning catalog](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-learning-catalog-configurable-wfo-cs.html?contentId=xhCETgH_1TBsfACnFCujBQ) - [Create a learning task](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-learning-task-configurable-wfo-cs.html?contentId=3~BZSIt6cseUSkrtTjWisA) - [Create internal learning content](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-internal-learning-content-configurable-wfo-cs.html?contentId=riwavG4rX~QgMJq5stMiBQ) - [Add external courses to coaching with learning](https://www.servicenow.com/docs/r/zurich/customer-service-management/integrate-external-courses-configurable-wfo-cs.html?contentId=CHWYPpai7Y~Gi4567buHEw) - [Mobile experience](https://www.servicenow.com/docs/r/zurich/customer-service-management/wfo-configurable-mobile-interface.html?contentId=~K620R9vQakqeX7rwvmqHQ) - [Scheduling](https://www.servicenow.com/docs/r/zurich/customer-service-management/explore-scheduling-configurable-wfo-cs.html?contentId=yAyS2yRO~n5HlMPngQzT3w) - [Schedule Adherence](https://www.servicenow.com/docs/r/zurich/customer-service-management/schedule-adherence-configurable-wfo-cs.html?contentId=n5TCHhCTM7KRgB9kQDggzA) - [Work scheduler](https://www.servicenow.com/docs/r/zurich/customer-service-management/work-scheduling-wfo-cs.html?contentId=SUrYXv56540s8m_8fR4EUQ) - [Demand forecast](https://www.servicenow.com/docs/r/zurich/customer-service-management/explore-demand-forecast-configurable-wfo-cs.html?contentId=JyT9RZbUWhq27EoRIHIBXw) - [Workforce Optimization for CSM Agent Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/wfo-csm-agent-workspace.html?contentId=OexIL8zWM9LgZ19AbcBkPg) - [Access your profile](https://www.servicenow.com/docs/r/zurich/customer-service-management/access-agent-profile-wfo-csm.html?contentId=L6KjWPFQMMXZ0vvBK~bsKA) - [Manage your schedule](https://www.servicenow.com/docs/r/zurich/customer-service-management/manage_scheduling_csm_agent_workspace.html?contentId=zFTMXYIQfUkSJ3nV1yuBJA) - [Clock-in and clock-out your work shift](https://www.servicenow.com/docs/r/zurich/customer-service-management/clockin-clock-out-shift.html?contentId=xJ~f1p~gADby2IEv9jTRGg) - [Accept or reject a shift swap](https://www.servicenow.com/docs/r/zurich/customer-service-management/approve_reject_shift_swaps.html?contentId=wIUBFodnteMCk6DRRyGDzA) - [Customer management](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-management.html?contentId=sCVMjkQFsK1_FhtOhY0PVQ) - [Using customer access management](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-cam.html?contentId=31s5tW6zXtGcv0Ejynz4xQ) - [Add related parties to a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/adding-related-party-to-case.html?contentId=fwsvYHI15lLRX~uUyyqJZQ) - [Case update notifications](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-update-notification-cam.html?contentId=Ep_J~wuMypegpr~_vGnh5g) - [Adding related parties to a sold product](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-related-parties-to-sp.html?contentId=ne5NqjH3sDkUXdY1ORtx5g) - [Add additional consumers for the sold product](https://www.servicenow.com/docs/r/zurich/customer-service-management/adding-additional-consumers-soldproduct.html?contentId=t_Ouxi5xEUYocfBNaBqSmQ) - [Add additional contacts for the sold product](https://www.servicenow.com/docs/r/zurich/customer-service-management/adding-additional-contacts-soldproduct.html?contentId=~TO8QuuhuWKYj6IZiPsRrg) - [Add additional accounts for the sold product](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-additional-accounts-for-sp-relatedparties.html?contentId=zyQHXtUbf3d4bcPALu71XQ) - [Add related parties to an install base item](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-related-party-install-base.html?contentId=fV5NOsCjZ8rQKPEbcsM6Zg) - [Restrict contact access](https://www.servicenow.com/docs/r/zurich/customer-service-management/manage-account-access-cam.html?contentId=AWWoF6GPiQPfWrXjbbd~HA) - [Customer Contracts and Entitlements](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-post-sales-support.html?contentId=Pb4M7WoJ8Pu1XA19_ZSkDw) - [Using Contracts and Entitlements Workflows](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-customer-cnt-ent-wf.html?contentId=VSYJ1dnxjBzr_b~biz9gFQ) - [Suspend a service contract](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-suspend-service-contract.html?contentId=afhM4mmbqR_r2i98KEK~fA) - [Modify a service contract](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-modify-service-contract.html?contentId=DMca2ad9QDhtp3zuPF1BLg) - [Resume a service contract](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-resume-service-contract.html?contentId=FGRQSaWEyibZJPtLu~p6PQ) - [Renew a service contract](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-renew-service-contract.html?contentId=IAV_3vPexrtFiwgby7Zuyw) - [Cancel a service contract](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-cancel-service-contract.html?contentId=83pxSte~c8YW9sB3aHN1Nw) - [Suspend a service contract line](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-suspend-service-contract-line.html?contentId=ELjyarzAeGONKlzNDAf3Ig) - [Modify a service contract line](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-modify-service-contract-line.html?contentId=T0~3FRvMBdlG6KbCicM71g) - [Resume a service contract line](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-resume-service-contract-line.html?contentId=8EsA1WPV9CvZl1em6h~_Jw) - [Renew a service contract line](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-renew-service-contract-line.html?contentId=allU1qUX3_CFe5PbH9d26g) - [Cancel a service contract line](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-cancel-service-contract-line.html?contentId=JtRsNz1YuSvqCD7O84iSnQ) - [Upsell or Downsell a service contract line](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-upsell-downsell-service-contract.html?contentId=Yv9BNDMS~zCjpS2wWS1stg) - [Modify an entitlement](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-modify-entitlement.html?contentId=fUZLN102M~8sS3Wkki0Kyg) - [Suspend an entitlement](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-suspend-entitlement.html?contentId=QmTXAlQeVcVQqbxQKNkstA) - [Resume an entitlement](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-resume-entitlement.html?contentId=r2JwljcekP47oGKGGWsfBQ) - [Renew an entitlement](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-renew-an-entitlement.html?contentId=Fj5OpXpGuDHKZ4bPHhluyA) - [Cancel an entitlement](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-cancel-entitlement.html?contentId=7LkPovGStjkDgzBHmglqcQ) - [Add contract lines to a service contract](https://www.servicenow.com/docs/r/zurich/customer-service-management/cce-add-contract-lines.html?contentId=wPWE05uhZXpWLfrCYVRYNw) - [Add covered products](https://www.servicenow.com/docs/r/zurich/customer-service-management/adding-cov-prod-cceworkflows.html?contentId=bBqjltLkFyGu0rRU2268NA) - [Add a sold product or install base item](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-products-service-contract.html?contentId=H3BVYf1wKCgJ28uj1U~7qQ) - [Record the usage on the entitlement](https://www.servicenow.com/docs/r/zurich/customer-service-management/record-usage-entitlement.html?contentId=sfvRRFLBCgiXrf1xVOLmKQ) - [Create a social media profile](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-social-profile.html?contentId=nhAYoOmLBZuyW00E0mEmTA) - [Create a social media log entry](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-social-log.html?contentId=Xe9p67IHueFPQ4VoxduCCw) - [Using customer data models for B2B2C](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-b2b2c.html?contentId=HLckHkXII7owe0sZdP2h~Q) - [Associate an account with consumers](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_AssociateConsumersToAccounts.html?contentId=sNZZvyWSJ1qW7xI1O5Q7wg) - [Associate sold products with account consumers](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_AssociateSoldProduct.html?contentId=zmHX7tMxKUf7pHiH~4Qv4A) - [Associate install base items with account consumers](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_AssociateInstallBaseItems.html?contentId=sXqYT1nZchIYUpZb7bJhDA) - [View install base information as an account consumer](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-install-base-for-account-consumers.html?contentId=wWUh6bUbus50ZwwkEMJUlg) - [View sold products information as an account consumer](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-sold-products-for-account-consumers.html?contentId=aIkxJoGcH9fXSCaRqpJHYg) - [Using CSM Data Classification](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-csm-data-classification.html?contentId=Il7cJ7Lh_g~1Cr7TpzSlFA) - [Customer communication](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-communication.html?contentId=WW3UWS_6P6irhSRQ4ms5CQ) - [Using Playbooks for Portals](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-playbooks-for-portals.html?contentId=n1VXm4YHux0KiXy8ulqPhA) - [Create an onboarding case](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-an-onboarding-case-with-portal-playbook.html?contentId=EW2n3zIoM0dluMLpJC~wuw) - [Create an onboarding case in the Configurable Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-a-guided-onboarding-case-from-workspace.html?contentId=m95fIEkNcmBybq6IH79w1A) - [Create an onboarding request from service catalog](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-an-onboarding-request-from-catalog.html?contentId=QMY3FKwWQFs7FlOHZYRIvw) - [Using Walk-up Experience](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-walkup-experiencce.html?contentId=mjhD9fJCXhzRO5hXFmmX1A) - [Check in](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-walkup-checkin.html?contentId=iTy4DxAPT~IM09~YWMy2dQ) - [Schedule appointments or join queue](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-walkup-checkin-online.html?contentId=2xehvNicekjNxgWV8fafag) - [Schedule appointment as a guest](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-walkup-appt-guest.html?contentId=dLT8D7hpAdtPh_pnK_JOPQ) - [Modify/cancel appointment as a guest](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-walkup-modify-cancel-appt-guest.html?contentId=7JRQ4uyehaWY9hXFv18GAQ) - [Monitor queues](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-walkup-monitor-queues.html?contentId=znNhTR_O_xfzDJsW~S~2Fw) - [Dashboard](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-walkup-experience-dashboard.html?contentId=QVlRlPmIKsu0kBNuNFbaEQ) - [Manage queues and interactions](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-walkup-manage-demand.html?contentId=qEyLGscbo~dytl3tFPN93w) - [View assigned location](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-walkup-view-assigned-location.html?contentId=lEkdJqmEtC0qGgOKZBgefA) - [View inbox](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-walkup-view-inbox.html?contentId=~4PBfblGrr05mHBhplcSig) - [Manage auto-assigned interactions](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-walkup-view-auto-assigned-requests.html?contentId=prAUpmPwYk3PgEebWKasxA) - [Manage interactions manually](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-walkup-view-assigned-requests.html?contentId=gtSjI9PF1Y4baCGb0z~TiA) - [Manage appointments in Agent Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-walkup-view-manage-appointments.html?contentId=4M0cTFJYlzmgshDvQc30nA) - [Manage appointments in the navigator](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-walkup-view-manage-appointment-nav.html?contentId=a0PwFB43FpyiIma0hE2~0Q) - [Use Auto-Responder for case deflection](https://www.servicenow.com/docs/r/zurich/customer-service-management/auto-responder-case.html?contentId=m1HIVso3ELpGj_TpZauZmQ) - [Close case within knowledge article](https://www.servicenow.com/docs/r/zurich/customer-service-management/close-case-auto-responder.html?contentId=6JQETQEfpsdP2PBrBd1RVQ) - [Set notification preference](https://www.servicenow.com/docs/r/zurich/customer-service-management/set-auto-responder-notification.html?contentId=T6WFr9115XsGC3b1o8RNsw) - [Use omnichannel callback](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-omnichannel-callback.html?contentId=nY4JyZ7DivqvcsxEeAkb5Q) - [Callback requests from agents](https://www.servicenow.com/docs/r/zurich/customer-service-management/request-callback-from-agent.html?contentId=ZrxHxCkQRICAvUexNcAaOw) - [Working with callback requests using Virtual Agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/request-callback-from-virtual-agent.html?contentId=1nCVTEY4FML8YNdkZsNphg) - [Working with callback requests using the Customer Service Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/request-callback-from-portal.html?contentId=DU3uBFWNz7ZNNDbcbOindQ) - [Working with callback requests using Engagement Messenger](https://www.servicenow.com/docs/r/zurich/customer-service-management/request-callback-from-em.html?contentId=l2g1wVGSxly8RPvbtaQnSw) - [Address a callback request from a customer](https://www.servicenow.com/docs/r/zurich/customer-service-management/callback-customer.html?contentId=g28BrEdl9iUCgbOPwyfK3Q) - [CCaaS callback requests in the Configurable Workspace](https://www.servicenow.com/docs/r/zurich/customer-service-management/ccaas-address-callback-requests.html?contentId=idiyaWlYatkUaCm0AwV_ng) - [Callback request using GVC](https://www.servicenow.com/docs/r/zurich/customer-service-management/handle-ccaas-callback-gvc.html?contentId=axZwaXFR6tLuWun_aRzA5w) - [Using Email Interaction for CSM](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-email-interaction-customer-service-management.html?contentId=nbsMmSZGF3PFVaEF0bxRPQ) - [Route and assign emails to agents](https://www.servicenow.com/docs/r/zurich/customer-service-management/routing-assigning-email-interaction-agents.html?contentId=5XxrxvACC~~d63pt_0As6g) - [Unified routing of email interactions via CCaaS](https://www.servicenow.com/docs/r/zurich/customer-service-management/unified-email-routing-via-ccaas.html?contentId=Se9_K~~6bWzGbjrYJvQQ0w) - [Using the email interaction page](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-email-interaction-page.html?contentId=dsTW1bVh2xJ3tNvnEBpLJQ) - [Engage via email interactions](https://www.servicenow.com/docs/r/zurich/customer-service-management/engaging-customer-using-email-interaction.html?contentId=Zzb7TS_oQ~41VNjxAgAB3A) - [Verify user details](https://www.servicenow.com/docs/r/zurich/customer-service-management/verify-contact-consumer-guest-user.html?contentId=7l5HOCQlW22woFYOfbBlRg) - [Create a record](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-consumer-customer-record.html?contentId=BibUNMIPha21pGPslDoITA) - [Create a customer contact](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-a-customer-contact_EaaI.html?contentId=W8_4xhwa5MwrEDgNJdgT6Q) - [Use activity stream](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-activity-stream-in-an-email-interaction.html?contentId=ocop9WS51v~pozbHxTRWNQ) - [Use the compose section](https://www.servicenow.com/docs/r/zurich/customer-service-management/composing-email-work-note.html?contentId=BZc01LPUNIDlfTBEDB1fpA) - [Response notifications](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-notifications-email-responses-received.html?contentId=z~dzqmscHD1Wvns8rWCldQ) - [Close an email interaction](https://www.servicenow.com/docs/r/zurich/customer-service-management/closing-of-an-email-interaction.html?contentId=A9tBIXPqRf3Po4eAgffWZw) - [Create case](https://www.servicenow.com/docs/r/zurich/customer-service-management/creating-case-from-email-interaction.html?contentId=I9Bem0bEhqVgMLRM5eIpkg) - [Link case to email](https://www.servicenow.com/docs/r/zurich/customer-service-management/associate-existing-case-with-email-interaction.html?contentId=wGMdrYRVN_bwpRk_cgxwCg) - [Access linked cases and emails](https://www.servicenow.com/docs/r/zurich/customer-service-management/accessing-associated-cases-interaction-emails.html?contentId=X9AcgVREffzv~fEsMU7_iw) - [Use Customer Service Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-the-customer-portal.html?contentId=Tl2pNFnfOxsekUTxBVfBLA) - [Manage contacts](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_ManageUsersFromCustomerPortal.html?contentId=Xe6cMTqOKlWCYQuAt8c5ug) - [Manage customer registration](https://www.servicenow.com/docs/r/zurich/customer-service-management/manage-cust-registration-requests.html?contentId=rL4gv1NWb0yK8BZi7a9SeQ) - [Assign a contact to an asset](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_AssignContactToAssetCustAdmin.html?contentId=eCxVgJ2wWuRlEZeRdBfp5w) - [Search for information](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_SearchForInfoUsingThePortal.html?contentId=zc8Wq_7u35WkwE2QQ7K9kw) - [Knowledge base](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_SearchTheKnowledgeBase.html?contentId=tdcpEOSoPkiNddUpO9uF5g) - [Community](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_SearchTheCommunity.html?contentId=jR0YcTE6wiUCE8opvgHRMg) - [Deflect cases with Self-service](https://www.servicenow.com/docs/r/zurich/customer-service-management/provide-knowledge-community-sp-case.html?contentId=NmTNi2Uk~tYv61UkZcBsgg) - [View asset information](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ViewAssetAndProductInformation.html?contentId=EIVVdE~XhGu~uhmxHFGfzg) - [Manage contact information](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_UpdateCustProfileInfo.html?contentId=SB_dSbDQzCZsT0N4FzR7Jg) - [Set email notification preference](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_CustServNotifPref.html?contentId=a6lojFr7zwxi5kayMSjISg) - [Change password](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ChangePasswordFromUserForm.html?contentId=QjL5ww0E0CN26Rnz1Zp3Jg) - [Self-register](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_PortalSelfRegistration.html?contentId=tXWHEzRB2yOFxR9IKXPLFA) - [Submit request](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_SubmitPortalSelfRegRequest.html?contentId=19PQw_eiKKlVctwLb0y23g) - [Password reset](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_RequestPasswordReset.html?contentId=oagR731vRoNeXBvGr1P0VA) - [First login](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_LogInToPortalFirstTime.html?contentId=QNgVsmHu8KL6_Sv_FTdnQw) - [View product details](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-product-info-csp.html?contentId=uLFhRxcqJq0t4YX5I5VPDw) - [Create a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CreateACaseFromCustPortal.html?contentId=NbOQeH7fUApKuhH2TH50aA) - [Chat with an agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_StartAChatWithAnAgent.html?contentId=MpA1Z6e9BfLaNK32AIvPdw) - [Virtual agent help](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-virtual-agent-conversation.html?contentId=P3QhKcRU6BpswZMCg5qA_Q) - [View/edit case](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ViewOrModCaseFromCustSlfServPrt.html?contentId=OSALBN5g0txHT5X3AFVinQ) - [View publication](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommViewPubOnPortal.html?contentId=e1KItxmaqMmu1jrbAVNJaw) - [Take a survey](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ComACustServSatSurvey.html?contentId=x6gTilLzrtTfwWPwfv_5sA) - [Item/Service request](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-request-from-portal.html?contentId=dvUl2pIZYrm4V6U5n7ymYQ) - [View case records from different Portals](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-related-records-from-portal.html?contentId=0BsJu0hhKO0RnvuNQoZMzg) - [Close case](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-close-case-from-portal.html?contentId=b5B~JlzWM7xB5Uga4c64qQ) - [Install base overview in Customer Service Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-install-base-info.html?contentId=VAOy2S68lsC4~D4irYQ6sg) - [Create an install base case](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-case-install-base.html?contentId=0R7yV~S2B5lB6FLTXnhNiQ) - [Approve requests](https://www.servicenow.com/docs/r/zurich/customer-service-management/approve-request-from-cust-portal.html?contentId=S3Vzd1IPZgEdu~lffSeVYg) - [View request status](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-request-status-cust-portal.html?contentId=B8sBZ2EWC4UyyEirWqMK0A) - [Language option for guests](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-language-selection-guest-users.html?contentId=v0KjT28R0B4iaNpZcwzsZQ) - [Business Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-the-business-portal.html?contentId=p_5E6aXrmZ3uSz0gj_kGrw) - [Manage contacts](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_ManageUsersFrom-business-Portal.html?contentId=iwKZRURIf0n~f_O_Mr2Tcg) - [Manage customer registration](https://www.servicenow.com/docs/r/zurich/customer-service-management/manage-cust-registration-requests-business-portal.html?contentId=mvu7q_B5Z2rU2EcO2_LoBA) - [Self-register](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_Business-PortalSelfRegistration.html?contentId=BgDgrZ79ps2Kgb1gEw7RLA) - [Submit a request](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_Submit-businessPortal-SelfRegRequest.html?contentId=wyUnSwNigon~V_xKk3RDog) - [First login](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_LogInTo-businessPortalFirstTime.html?contentId=y1v4_Ata8TJc1sPHjuwDJA) - [Reset password](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_RequestPasswordReset-businessportal.html?contentId=BCiwuSMTAgqk1rdtISL~jA) - [Change password](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ChangePasswordFromUserForm-business-portal.html?contentId=~Wq9X~dR5mtFFb1N_mQu0Q) - [Set email notification](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_Business-portal-NotifPref.html?contentId=U1vs81ujVGu~XpREHF44ng) - [Approve requests from the Business Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/approve-request-from-business-portal.html?contentId=dBZuWL~9yvGRdBl0d2xwtw) - [Search for information](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_SearchForInfoUsingThe-businessPortal.html?contentId=9uT1zPQRw~0_ZgPpQiEfFg) - [Chat with a virtual agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_StartAChatWithAnAgent-business-portal.html?contentId=CCqc7Q92hfaHTGXMrtAAxA) - [Get help from virtual agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/business-portal-virtual-agent-conversation.html?contentId=tC4h9lfpg0DYjpxxXepi_w) - [View and download a publication](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_TargetCommViewPubOnbusinessPortal.html?contentId=vZaQQDK1xqxrIZ4st8NN2g) - [Request item or service](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-request-from-businessportal.html?contentId=N1bd1Az4a6UpP~yI5esuDA) - [View cases and tasks](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-related-records-from-business-portal.html?contentId=blY8_zPAzoJXMKREqSPN0w) - [View or update case](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ViewOrModCaseFrom-businessportal.html?contentId=rL4N_L8zed3o3QDJz66EGA) - [Close case](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-close-case-from-businessportal.html?contentId=c6fWxVdZTL4cRFJxVyhmZg) - [Complete a customer service satisfaction survey](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ComACustServSatSurvey-businessportal.html?contentId=WGzyFscmYHLEC4NFLHjCdg) - [Deflect cases with knowledge content](https://www.servicenow.com/docs/r/zurich/customer-service-management/provide-knowledge-community-sp-case-business-portal.html?contentId=BuSgwUxzr49qPMXRHe8D6w) - [View install base information](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-install-base-info-business-portal.html?contentId=vG_Pdnl20bz~AcnD2emiHw) - [Create an install base case](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-case-install-base-business-portal.html?contentId=HFGA98jqtMoMUfEezeDBEQ) - [View product details](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-product-info-business-portal.html?contentId=wpt8XTHjgL~r9Lsmlh82BQ) - [View product inventory details](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-product-inventory-information-on-business-portal.html?contentId=LQ9mGw~SnG7zqaSTi4JbKw) - [Create a product case](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_CreateACaseFrom-businessportal.html?contentId=TAckeGYn_nXI4iNVH9UlJQ) - [Guest experience on portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/guest-users-experience-business-portal.html?contentId=dnB~I1IFnbViJIso8zITeQ) - [Enable language option for guests](https://www.servicenow.com/docs/r/zurich/customer-service-management/enable-language-selection-guest-users-businessportal.html?contentId=V~IKJ5b115q2uGeLUj_rfg) - [Common FAQs](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-faqs-business-portal.html?contentId=eld9Qv3TxFergczIlHM7vw) - [Using the Consumer Service Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/use-consumer-service-portal.html?contentId=PHJqqBG_hIZDd5jTPD0w5A) - [Pre-chat survey](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-pre-chat.html?contentId=5NrmQnZ~wcoVh0~cSAr7RQ) - [Register for the portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-a-consumer-registration.html?contentId=H1ASBUd_kGYqnIcOQysIfA) - [Login to the portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/log-in-to-consumer-service-portal.html?contentId=BKYsHBM4xfftSr0a7Jabfg) - [Change portal password](https://www.servicenow.com/docs/r/zurich/customer-service-management/change-password-consumer-portal.html?contentId=ll41CFImOlHgBmo9RzqbTA) - [View or edit a consumer profile](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-edit-consumer-profile.html?contentId=z8T6ZTuhCF9p2VFsWDdF8Q) - [Register a product](https://www.servicenow.com/docs/r/zurich/customer-service-management/register-product-consumer-portal.html?contentId=Pe9w5St9ioJF~dHrEPNLqQ) - [View the product list](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-product-list-consumer-portal.html?contentId=Emy9dQ5kRjItsqC7qNpTyw) - [Access your list of install base items](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-install-base-items-from-consumer-service-portal.html?contentId=lbDPRFSdZCzhNVjix9EoYQ) - [Create case](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-case-consumer-portal.html?contentId=e0EH9H7zgUprr3c4z~R5~w) - [View case](https://www.servicenow.com/docs/r/zurich/customer-service-management/view-cases-consumer-portal.html?contentId=Ed9qcbq0_kDHRkYDO8099A) - [Accept or reject a case solution](https://www.servicenow.com/docs/r/zurich/customer-service-management/resolve-cases-consumer-portal.html?contentId=unnX8c7bMTwMY_UF6Jd3Yw) - [Chat with an agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/start-chat-agent-consumer-portal.html?contentId=D2clrNYQSqaJEKVvXNANbg) - [Anonymous Agent Chat](https://www.servicenow.com/docs/r/zurich/customer-service-management/start-anonymous-chat-with-agent.html?contentId=98SGn7zChWa3C8ZcCIji~w) - [View publication](https://www.servicenow.com/docs/r/zurich/customer-service-management/target-comm-view-on-consumer-portal.html?contentId=oWD0OI5osZk3a3fjqd3jzw) - [Use Conversational Appointment Booking](https://www.servicenow.com/docs/r/zurich/customer-service-management/conv_appt_booking_using.html?contentId=yQs_6SyGi3tbraU~ykctgQ) - [Schedule an appointment](https://www.servicenow.com/docs/r/zurich/customer-service-management/conv-ab-schedule.html?contentId=CRLH7gIiNEAOBQ_ssA57Fw) - [Reschedule an appointment](https://www.servicenow.com/docs/r/zurich/customer-service-management/conv-ab-reschedule.html?contentId=C0qsMNLSnvKWjGeAF17P6g) - [Cancel an appointment](https://www.servicenow.com/docs/r/zurich/customer-service-management/conv-ab-cancel.html?contentId=WmSykArshQ2kYrX97Zxk7g) - [Using the Business Location Service Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/using-blsp-portal.html?contentId=v~aodGDxggtWPSS6lACCGw) - [Add staff to business location](https://www.servicenow.com/docs/r/zurich/customer-service-management/add-staff-memers-to-biz-location.html?contentId=1r0wgpeak0qEkaO3SIi4Fw) - [Agent assistance for your business location staff](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-assistance-for-business-location-staff.html?contentId=VVr_Y5~maZ2nT_Zjq2kUmw) - [Create cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/report-cases-on-behalf-of-biz-location.html?contentId=rQCCFIZomTQEIFf2RvFs9Q) - [Track cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/track-cases-for-blsp-portal.html?contentId=nETs0hgSfLcKeOVkw7s6lQ) - [Track work orders](https://www.servicenow.com/docs/r/zurich/customer-service-management/track-work-orders-on-the-blsp.html?contentId=TfKwLC908WcVSLmu_NBpSA) - [Track customer orders](https://www.servicenow.com/docs/r/zurich/customer-service-management/track-customer-orders-on-the-blsp.html?contentId=OtliFDDEwLS_i2g2qIbIMw) - [Track opportunities](https://www.servicenow.com/docs/r/zurich/customer-service-management/track-customer-opportunities-on-the-blsp.html?contentId=Adu08P0h~Fvli~C3pxdTsg) - [Track and update projects](https://www.servicenow.com/docs/r/zurich/customer-service-management/track-and-update-projects.html?contentId=zZcufBuJ8aEaAdvinEBULQ) - [Analytics and reporting](https://www.servicenow.com/docs/r/zurich/customer-service-management/analytics-and-reporting-solutions-for-customer-service/analytics-reporting-csm.html?contentId=4d9TK~3f3hTO8UwsMiJ7zw) - [Customer Service Platform Analytics Solutions](https://www.servicenow.com/docs/r/zurich/customer-service-management/analytics-and-reporting-solutions-for-customer-service/customer-service-content-pack.html?contentId=QvEyY_qqX8Wwuqr~2s5_VA) - [Customer Portal Usage dashboard](https://www.servicenow.com/docs/r/zurich/customer-service-management/analytics-and-reporting-solutions-for-customer-service/customer-portal-usage-dashboard.html?contentId=DV_REqmYkiEeyyxTBxmL1A) - [Customer Service Agent dashboard](https://www.servicenow.com/docs/r/zurich/customer-service-management/analytics-and-reporting-solutions-for-customer-service/csm-agent-dashboard.html?contentId=9KCEoMoHM3D8_tj9Flk3Dw) - [Customer Service Manager dashboard](https://www.servicenow.com/docs/r/zurich/customer-service-management/analytics-and-reporting-solutions-for-customer-service/csm-manager-dashboard.html?contentId=wHLtVr78ly~XE_gIMWeHAw) - [Proactive Customer Service - Advanced dashboard](https://www.servicenow.com/docs/r/zurich/customer-service-management/analytics-and-reporting-solutions-for-customer-service/csm-proactive-monit-dashboard.html?contentId=lPl8shpAQtftmqqYp8NUVA) - [Integration with Service Management analytics](https://www.servicenow.com/docs/r/zurich/customer-service-management/analytics-and-reporting-solutions-for-customer-service/csm-integration-sm-analytics.html?contentId=r_~XZ0opPXcMJs7GFynDFw) - [Service Manager dashboard](https://www.servicenow.com/docs/r/zurich/customer-service-management/analytics-and-reporting-solutions-for-customer-service/customer-service-dashboard.html?contentId=wHIBvKqKNz3ieOZHB3raOQ) - [Major issue management analytics](https://www.servicenow.com/docs/r/zurich/customer-service-management/analytics-and-reporting-solutions-for-customer-service/major-issue-management-analytics.html?contentId=N4yYZkXOMguMLH8xr~HbXA) - [Platform Analytics Solutions for Self-Service Analytics for Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/analytics-and-reporting-solutions-for-customer-service/ssa-cs-content-pack.html?contentId=zU6Cwrx1KftxvwxyASdZFQ) - [Self-Service Analytics dashboard](https://www.servicenow.com/docs/r/zurich/customer-service-management/analytics-and-reporting-solutions-for-customer-service/ssa-cs-dashboard.html?contentId=Bl2PYA44FzSuQfT2n_Nxxw) - [Report knowledge gaps](https://www.servicenow.com/docs/r/zurich/customer-service-management/analytics-and-reporting-solutions-for-customer-service/report-knowledge-gap-unsucc-search.html?contentId=tOLxBKTUnMGu03Hw_wYyxg) - [Reference](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-reference.html?contentId=bMFCTIXv0feoHOAHEg3umg) - [Configurable Portal Widgets reference](https://www.servicenow.com/docs/r/zurich/customer-service-management/configural-portal-widgets-reference.html?contentId=5g_Jb9ArdYoWSAikHnvdew) - [Configurable Portal widget library](https://www.servicenow.com/docs/r/zurich/customer-service-management/configurable-portal-widgets-library.html?contentId=gkZRh9SOxV5mcCeY0VgLtA) - [Configurable Portal widgets instance options](https://www.servicenow.com/docs/r/zurich/customer-service-management/configurable-portal-widget-inst-options.html?contentId=hBgWFMdyrcSEgb7WxOYreA) - [Portal Browse Taxonomy widget instance options form](https://www.servicenow.com/docs/r/zurich/customer-service-management/port-browse-taxo-widget-inst-options.html?contentId=RdvP~wxEWR7VgcFD0qVVqg) - [Portal Header notification, approval, and survey form](https://www.servicenow.com/docs/r/zurich/customer-service-management/portalheader-notification-approval-survey-form.html?contentId=vmHlfqcCI~_D2BHpiF0xGg) - [Portal Banner widget instance options form](https://www.servicenow.com/docs/r/zurich/customer-service-management/banner-widget-inst-options.html?contentId=FFLFfhJc8SZosevqbOiwPA) - [Portal Banner Carousel widget instance options form](https://www.servicenow.com/docs/r/zurich/customer-service-management/port-banner-carousel-inst-options.html?contentId=Htct70aB6yzA4kW3eOSkZw) - [Portal Case Cards widget instance options form](https://www.servicenow.com/docs/r/zurich/customer-service-management/r-port-case-cards-instan-options.html?contentId=fcgS3080ha5Uhs_E39lS0g) - [Portal Quick Links widget instance options form](https://www.servicenow.com/docs/r/zurich/customer-service-management/r-portal-quick-links-instan-options.html?contentId=NvpFI9GhXQsS0XjfM9l19w) - [Portal Knowledge Quick Links widget instance options form](https://www.servicenow.com/docs/r/zurich/customer-service-management/r-port-know-quick-links-inst-options.html?contentId=oCWOSeihNwOx51cQumpQIg) - [Portal Catalog Quick Links widget instance options form](https://www.servicenow.com/docs/r/zurich/customer-service-management/port-cat-quick-links-inst-options.html?contentId=EeAI_VnxDY_ErBxAmh1uBQ) - [Portal Data List widget instance options form](https://www.servicenow.com/docs/r/zurich/customer-service-management/r-port-data-list-inst-options.html?contentId=3u2OTz7nf5dLe1PPbWQ8QA) - [Portal FAQ widget instance options form](https://www.servicenow.com/docs/r/zurich/customer-service-management/r-port-faq-inst-options.html?contentId=~kXRk_mpupeKxb8G0xcMEA) - [Portal Object widget instance options form](https://www.servicenow.com/docs/r/zurich/customer-service-management/port-object-inst-options.html?contentId=vBRjrFyZ2Tcq0CDay~QHWQ) - [Portal Taxonomy Topic widget instance options form](https://www.servicenow.com/docs/r/zurich/customer-service-management/port-taxo-topic-inst-optns.html?contentId=_Xsbp_oaoOauwajyJfFX5A) - [JSON parameter in Configurable Portal Widgets](https://www.servicenow.com/docs/r/zurich/customer-service-management/json-parameter-in-configurable-portal-widgets.html?contentId=AFNwWzysx~DbhXpaNAPUdQ) - [Portal Banner widget JSON parameters](https://www.servicenow.com/docs/r/zurich/customer-service-management/r-port-banner-widget-json-schema.html?contentId=nffp4uno01SuTSGdFREAUg) - [Portal Data List widget JSON parameters](https://www.servicenow.com/docs/r/zurich/customer-service-management/portal-datalist-widget-data-json.html?contentId=V~mAGN0~Oo5xF8CZbPKrZA) - [Portal Footer widget JSON parameters](https://www.servicenow.com/docs/r/zurich/customer-service-management/portal-footer-widget-json.html?contentId=Kaduu4YPPqVGuGDlxo2ntA) - [Script parameters for search option](https://www.servicenow.com/docs/r/zurich/customer-service-management/json-param-search-option-banner-widget.html?contentId=bgsw7WM9EIK8mVglCRuAAw) - [Default highlight color for different case states](https://www.servicenow.com/docs/r/zurich/customer-service-management/portal-case-cards-widget-default-color.html?contentId=DKR06ERK8n5kdmHuB2e7lA) - [Portal reference](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-consumer-and-business-portal-reference.html?contentId=n3DA275esUqe5lbqohPjfQ) - [Business Portal user roles](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_BusinessPortalUserRoles.html?contentId=Chtgb2qW6Rtfp2LhtyRfsg) - [Customer Orders form](https://www.servicenow.com/docs/r/zurich/customer-service-management/business-portal-blsp-track-customer-order.html?contentId=AnHYq86QgClDj9KweXJpEA) - [Customer Service Portal user roles](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_CustomerServicePortalUserRoles.html?contentId=9XKSLKHBJaBwzP2dpFvvfQ) - [Consumer Service Portal properties](https://www.servicenow.com/docs/r/zurich/customer-service-management/consumer-service-portal-properties.html?contentId=yZI~2S6aM9EpxV2lillv8w) - [Rate limit rule form for guest user access to catalog items](https://www.servicenow.com/docs/r/zurich/customer-service-management/rate-limit-for-guest-user-access-to-catalog-items.html?contentId=jm3hDkk6NG9XzYRkrSws3A) - [Sitemap Generator for the Consumer Service Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/sitemap-generator-csp.html?contentId=BrEwxRS6EgDOyc29xaL2QA) - [Portal usage calculation](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-portal-user-sessions-timeouts.html?contentId=~~0fYOfzvULFN3wTPn325w) - [Customer Service Cases list](https://www.servicenow.com/docs/r/zurich/customer-service-management/c_CustomerServiceCaseList.html?contentId=HStq~fgAxd8XXAOaIW9P7g) - [Engagement Messenger reference](https://www.servicenow.com/docs/r/zurich/customer-service-management/em-feature-list.html?contentId=jSvEKd~hnNfjvmGW9JMung) - [Greeting feature configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/greeting-feature-configuration-fields.html?contentId=JaPf4Dxpd7V1fNCnUW~~iA) - [Knowledge feature configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/knowledge-feature-configuration-fields.html?contentId=pukWifFaqku77GqaDQTN2Q) - [Search feature configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/search-feature-configuration-fields.html?contentId=yZZzUY8bhaHbcytIm5VjNw) - [Case management feature configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-management-feature-configuration-fields.html?contentId=0Z4DLp40IwRZ~m8VhsY1Kg) - [Catalog feature configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/catalog-feature-configuration.html?contentId=J49avvBMnH4qGuaBoWeq0Q) - [Field service feature configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/field-service-feature-configuration.html?contentId=s9vxsNh2wTlvo9JotUOCQQ) - [Walk-up feature configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/walk-up-feature-configuration.html?contentId=P12Z7oFtKgJ1XI6EyMqHtQ) - [Chat feature configuration form fields](https://www.servicenow.com/docs/r/zurich/customer-service-management/agent-chat-feature-configuration-fields.html?contentId=tgwKgAgLV5O6sqUMGbg0Xw) - [Callback feature configuration form](https://www.servicenow.com/docs/r/zurich/customer-service-management/em-callback.html?contentId=neAaBofhiJtNrc7v2E89xQ) - [Configurable Cards feature configuration](https://www.servicenow.com/docs/r/zurich/customer-service-management/configurable-card.html?contentId=Br3yK4wc8gsNW4ys9cYD2w) - [Chat Setup configuration form](https://www.servicenow.com/docs/r/zurich/customer-service-management/em-advanced-chat-setup.html?contentId=9fLx4I~0l4ddSwr4JownTQ) - [CSM roles](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-management-roles.html?contentId=raUA8SnM7nqEwkcdUrKCPg) - [Customer Service forms](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-reference-forms.html?contentId=mkNE0BMg4QEvjTd_H3useA) - [Account form](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-account-form.html?contentId=vJw15GPv3Sx8D5UVn73U3w) - [Consumer form](https://www.servicenow.com/docs/r/zurich/customer-service-management/consumer-form.html?contentId=1VcHwLlOCOih3IPfp8gMRg) - [Billing Account form](https://www.servicenow.com/docs/r/zurich/customer-service-management/billing-account-form.html?contentId=gPGYT3hhQOlwS6SltGZR2A) - [Asset form](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-asset-form.html?contentId=1ZV3~yoHe0vQb~37rIg9Aw) - [Case form](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_CustomerServiceCaseForm.html?contentId=dJlGdbTbx6PWkarcoOGXAA) - [Case process flow formatter](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_CaseProcessFlowFormatter.html?contentId=w7K934efMs~snE4FF4SjxA) - [Case form related lists](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_CSCaseFormRelatedLists.html?contentId=JFxiAodOxkbGMW25~0NhBA) - [Case states](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_CustomerServiceCaseStates.html?contentId=9MS0aXs5nwZvfITgn76g2w) - [Create a case for a new install base item](https://www.servicenow.com/docs/r/zurich/customer-service-management/create-an-install-base-item-on-the-case-form.html?contentId=mYWBR06NmzyxJo1cJYZJ_g) - [Migrating the install base information for existing cases](https://www.servicenow.com/docs/r/zurich/customer-service-management/install-base-existing-cases.html?contentId=HsEdGZpixAcf224I6VTtgQ) - [Assign a partner contact on the case form](https://www.servicenow.com/docs/r/zurich/customer-service-management/assign-a-partner-contact-case-form.html?contentId=Q73vMwMjETIWgEkbE6_Twg) - [Case line item form](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-line-form.html?contentId=UR_R8Pk0TJZmqsH~sl4DRA) - [Case line task form](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-line-task-form.html?contentId=DAmXqoNf1JS43MNgLtYkcQ) - [Case line characteristic form](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-line-characteristics-form.html?contentId=AdehIqweNaQVutCFiJzR4A) - [Case line entitlement form](https://www.servicenow.com/docs/r/zurich/customer-service-management/case-line-entitlements-form.html?contentId=min6LxecKAnBm19ojothSw) - [Case Report form](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-case-report-form.html?contentId=McMNWAsGWJ3y~Mx889nOCg) - [Case task form](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-task-form.html?contentId=Sv~rFW9go9GqneTokjqSxw) - [Case Type form](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-case-type-form.html?contentId=tJHi4W~XQP5Cbo9mrrpjDA) - [Contact Relationship form](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-contact-relationship-form.html?contentId=_30ILfmzACTE3GhLXJKSsQ) - [External Business Location form](https://www.servicenow.com/docs/r/zurich/customer-service-management/ext-business-location-form.html?contentId=QtTM_j6RR0YiLtlHvooB4Q) - [Household form](https://www.servicenow.com/docs/r/zurich/customer-service-management/data-model-household-form.html?contentId=90mi1zTZ7PZM4FkzIBeZMA) - [Internal Business Location form](https://www.servicenow.com/docs/r/zurich/customer-service-management/data-model-business-location-form.html?contentId=7UiGiDGG1DC52_Wjs5LXLw) - [Queue registration form for recommendation process](https://www.servicenow.com/docs/r/zurich/customer-service-management/ra-queue-registration-form.html?contentId=oNY07yLHM5Kq89NwgapUZQ) - [Service Definition form](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-definition-form-fields.html?contentId=OCMPhNRrvyqa~KIvozv~Jw) - [Sold product form](https://www.servicenow.com/docs/r/zurich/customer-service-management/sold-product-form.html?contentId=jqKhu7~d5ro4asyccCblgA) - [Task Plan Template form](https://www.servicenow.com/docs/r/zurich/customer-service-management/task-plan-template-form.html?contentId=l0wcQxJyFeFoMzDxI9nlvA) - [Template item form](https://www.servicenow.com/docs/r/zurich/customer-service-management/task-plan-template-item-form.html?contentId=CkAOIOFFMMyD9wXnzQbxzg) - [Template item condition form](https://www.servicenow.com/docs/r/zurich/customer-service-management/task-plan-template-item-condition-form.html?contentId=O2roc2F5W0e8qcmhyqQhyg) - [CSM Query Rules](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-query-rules.html?contentId=m8B1ykYcaR96aLDdMv8Tpg) - [Components installed with Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_InstalledWithCustomerService.html?contentId=vSUxe~lpvy_unQmbNBhx~w) - [Tables installed with Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_TIWCustomerService.html?contentId=YYG_C6b1iAUn_7S2anbf5A) - [Properties installed with Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_PropInstallWcustServ.html?contentId=aitDTZg4H2jpBuhUllHhPw) - [Roles installed with Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_RolesInstalledWithCustomerService.html?contentId=hxqaG5~UZ852pDkpfCGEcQ) - [Internal user data](https://www.servicenow.com/docs/r/zurich/customer-service-management/customer-service-internal-user-data.html?contentId=MwABA2L~t6GwOyODIA8hbA) - [Business Stakeholder for Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/business-stakeholder-for-csm.html?contentId=XIGleQnmcZ9mkQmkVFxlUg) - [Explicit Roles in CSM](https://www.servicenow.com/docs/r/zurich/customer-service-management/explicit-roles-in-csm.html?contentId=~eWdcApZHRC5YqEQgUQgTw) - [Provide external users access to a table](https://www.servicenow.com/docs/r/zurich/customer-service-management/t_ProvideExternalUsersAccessToTables.html?contentId=ySLDp99mSifJcIApyevKfw) - [Creating custom user roles](https://www.servicenow.com/docs/r/zurich/customer-service-management/creating-custom-csm-user-roles.html?contentId=eEcrezAJN4~Kvj2USG88aA) - [Script includes installed with Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_ScrIncInstallWCustServ.html?contentId=~OKLnJQuJtPUlXAqABu0zw) - [Client scripts installed with Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_ClientScriptInsWCustServ.html?contentId=qrm~_VehS06kLkA1saxfTQ) - [Business rules installed with Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_BRIWCustomerService.html?contentId=zmkMSjbUKaUuMrYntHEJYg) - [Components installed with CSM workspaces](https://www.servicenow.com/docs/r/zurich/customer-service-management/installed-with-cust-serv-workspace.html?contentId=Tw8GTCYI9uR35EhrsiYYuA) - [Components installed with additional plugins for Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/inst-wi-cust-serv-addtl-plugins.html?contentId=JDuGrxhdP5WLNQKxG95dCg) - [Components installed with CTI Softphone](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_InstalledWithCCTISoftphone.html?contentId=bLb48UOvFAmangizjNmmGQ) - [Components installed with Customer Service CTI Demo Data](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_InstalledWithCustServCTIDemoData.html?contentId=DtxJ6idwGg_bMl3gXHyqjQ) - [Components installed with OpenFrame](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_InstalledWithOpenFrame.html?contentId=CF3aAIRw3LAGchgn_YmxVQ) - [Components installed with Special Handling Notes](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_InstalledWithSpecHandNotes.html?contentId=nvGwUKUEnRlrF2WIZQtutQ) - [Components installed with Targeted Communications](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_TargetCommInstalledComponents.html?contentId=5dZMhB0TEMXly03Vz0eJtQ) - [Components installed with Knowledge Product Entitlements](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_KnowProdEntitlementCompInstalled.html?contentId=tBc3qC9Hgiyke8nSD6Mnow) - [Components installed with Self Service Password Reset](https://www.servicenow.com/docs/r/zurich/customer-service-management/r_InstalledWithSSPasswordReset.html?contentId=bCQxCFo657lMvtwotZJefQ) - [Components installed with Engagement Messenger](https://www.servicenow.com/docs/r/zurich/customer-service-management/installed-with-engagement-messenger.html?contentId=fHx46HKUNFELTmPHqPN4Nw) - [Components installed with Case lines and workflows](https://www.servicenow.com/docs/r/zurich/customer-service-management/csm-case-mgmt-case-lines-install-comp.html?contentId=tkxLz0j1XPat9KkDATPwBQ) - [Email Interaction for CSM reference](https://www.servicenow.com/docs/r/zurich/customer-service-management/email-interaction-for-csm-reference-section.html?contentId=Vuh6NEaHGXnqI14YnD9h6g) - [Contact form for Email Interaction for CSM](https://www.servicenow.com/docs/r/zurich/customer-service-management/contact-form-eaai.html?contentId=YMNkKpsJunEvBWP2F~Ewlg) - [Email interaction sections](https://www.servicenow.com/docs/r/zurich/customer-service-management/email-interaction-page.html?contentId=fjtzr_5RUVgFKKheNhX6Xw) - [Feature context parameters supported in Engagement Messenger](https://www.servicenow.com/docs/r/zurich/customer-service-management/contextual-launch-supported-features.html?contentId=rHn4HISVFr_Yq7KXCA2clg) - [Engagement Messenger translation tables](https://www.servicenow.com/docs/r/zurich/customer-service-management/em-translation-tables.html?contentId=CfDr1X3dygWDisum5wJfQA) - [Customer Contracts and Entitlements reference](https://www.servicenow.com/docs/r/zurich/customer-service-management/pss-reference.html?contentId=sbMZkbeQbDbbGU3lpLl2wQ) - [Service contract life cycle](https://www.servicenow.com/docs/r/zurich/customer-service-management/life-cycle-management.html?contentId=6DivLqwXdh6kJYR09Ee~9g) - [Service contract form](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-contract-form.html?contentId=Sb3sHmb4Bm2Osa2sp~VS~Q) - [Service contract line form](https://www.servicenow.com/docs/r/zurich/customer-service-management/service-contract-line-form.html?contentId=DTnUl_kbHinklTbO8g1wpw) - [Entitlement form](https://www.servicenow.com/docs/r/zurich/customer-service-management/entitlement-form.html?contentId=h1MNzt5YDRo69ubh3CyzjA) - [Sold Product Covered form](https://www.servicenow.com/docs/r/zurich/customer-service-management/sold-product-covered-form.html?contentId=jPYOZhCepYJ6NZ8oGMv0dQ) - [Roles required for B2B2C data models](https://www.servicenow.com/docs/r/zurich/customer-service-management/rolesforb2b2c.html?contentId=juCq_W7fLAod~IDULOAq5Q) - [Roles for Outsourced Customer Service](https://www.servicenow.com/docs/r/zurich/customer-service-management/roles-ocs.html?contentId=unLqhZvF08o1PjRNZybLxg) - [Data classification for Install Base Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/data-classification-for-install-base-management.html?contentId=NhV6hyeYr~UUu605VmGuZg) - [Workforce Optimization for Customer Service reference](https://www.servicenow.com/docs/r/zurich/customer-service-management/workforce-optimization-customer-service-reference.html?contentId=fIHgJ2BcFLbzccDvCedDvA) - [Workforce Optimization for Customer Service manager workspace landing page](https://www.servicenow.com/docs/r/zurich/customer-service-management/workforce-optimization-for-customer-service-manager-workspace-landing-page.html?contentId=NBrLhnG0pAwi~cdg364Grg) - [Work Scheduler components](https://www.servicenow.com/docs/r/zurich/customer-service-management/work-scheduler-wfo-cs-reference-d31427e56126.html?contentId=_Tvx3avDF9UZtwQRyawrtA) - [Glossary Customer Service Management](https://www.servicenow.com/docs/r/zurich/customer-service-management/glossary-customer-service-management.html?contentId=sF7Uq~gr_zOw9PbbW_NjCA) - [ServiceNow Otto for CSM](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/now-assist-csm.html?contentId=2V4_GpCbSWnu6WtIzaY3fQ) - [Explore](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/now-assist-csm-exploring.html?contentId=wGeR39xA8FSKImwB7XJ_ng) - [Supporting information](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/now-assist-csm-supporting-info.html?contentId=gFy5cIk7KMm9yC53Tdwmhg) - [Configure](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/now-assist-csm-configuring.html?contentId=~eiPfbtpDDMSaeRNGJnYww) - [Install](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/activate-now-assist-for-customer-service-management-csm.html?contentId=OBIYeAhvyXnXbbSdXIuahA) - [Activate ServiceNow Otto Skills](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/activate-now-assist-for-customer-service-management-csm-skills_0.html?contentId=xSjO4pPpbmnpaHxnH3K9Sg) - [Chat summarization](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-chat-summarization-in-now-assist_0.html?contentId=GfuI68AY9KmX2lIKAilyCQ) - [Call summarization](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-call-summarization-in-now-assist_0.html?contentId=x4twYgA5I70ln2npTzZdVA) - [Resolution notes generation](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-resolution-notes-generation-in-now-assist_0.html?contentId=LLS3STfiySFIgofRlJ_nPA) - [Configure extended tables](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-extended-table-support-for-the-resolution-notes-skill.html?contentId=DNBtoRYAYdi8wpL_r9fNGg) - [Knowledge generation](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-knowledge-generation-in-now-assist_0.html?contentId=WSL9_tji_mLCs4cKr_WToA) - [Chat recommendation](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-chat-reply-recommendation-in-now-assist_0.html?contentId=0G6FQwior~dlJtcGtI~VgA) - [Email recommendation](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-email-reply-recommendation-in-now-assist.html?contentId=YbQH37SkLxszidszBrFDhg) - [Configure extended tables](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-extended-table-support-for-the-email-reply-recommendation-skill.html?contentId=dy5kkRUt02Mo46IHIeIvKA) - [Sentiment analysis case](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-sentiment-analysis-in-now-assist.html?contentId=Cd8gWzPOdSCaQiI8bqDgbw) - [Change insight field](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/change-sentiment-analysis-insight-to-use-different-field.html?contentId=zohCRPaL0phZqOTCyEiudA) - [Sentiment analysis for email interactions](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/sentiment-analysis-interaction.html?contentId=jzMub_kHaC9tFfx5IYOiDw) - [Suggested steps](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-suggested-steps-generatin-in-now-assist.html?contentId=gs8Ovnfzzd_19NbQzMfW_A) - [Sidebar summarization](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-sidebar-summarization-in-now-assist.html?contentId=KLB3GTWwSunNiebn1QWaTw) - [Case summarization](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/case-summarization-generation-in-now-assist.html?contentId=Ubb1kg6SQuqWNwlz5WOIEw) - [Activity response generation](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-activity-response-generation.html?contentId=sGrdh46DPWL1A4~UKKRtNw) - [Trending topics dashboard](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-trending-topics-dashboard.html?contentId=6YI7fC54Ek3DDZqbZqrUIw) - [Add a filter](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/add-a-new-filter.html?contentId=v7RYNVmrX9yKYgdQ81R3cQ) - [Change graph type](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/change-graph-visualization.html?contentId=~w55mPNrpdnv24ifyJAprA) - [Change insight field](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/change-insight-to-use-a-different-field.html?contentId=YbDP5LwPKqY8aY3EIqlEMw) - [Automated quality assurance](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/quality-assurance-management.html?contentId=cIbm48pNRKqJ12Ehr5ytWg) - [Copy skill](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/copy-quality-assurance-management-skill.html?contentId=RCftu1HKHURmgsupNQdMJw) - [Edit skill](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/edit-quality-assurance-management-skill.html?contentId=X7bk2GrRmzRQeuxHdXGLAw) - [Edit a parameter in the base system](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/edit-a-parameter-in-base-system.html?contentId=wkSA_Z3~LzotQb5tobTTVg) - [Add custom parameter to an existing custom category](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/add-new-custom-parameter-to-an-existing-custom-category.html?contentId=9ciJARJLmtZvQcWypWUACw) - [Add custom parameter to a new category](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/add-new-custom-parameter-to-a-new-category.html?contentId=bWikzNyZ5tlq1O0_9vcAeg) - [Edit a custom parameter](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/edit-a-custom-parameter.html?contentId=yfFQ74MiTWyz~lRasSZ4FQ) - [Add new category](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/add-new-category.html?contentId=voykbM3bWLhuakxmYDoX~g) - [Edit custom category](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/edit-custom-category.html?contentId=a15OEoQsG3P7UqK24FngXg) - [Special handling notes summarization](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-special-handling-notes-summarization-in-now-assist-for-csm.html?contentId=PiVKzYG2PXrseKD_LjenRQ) - [Customer summarization](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-customer-summarization-in-now-assist-for-csm.html?contentId=pAyOI_VXaIaOxQe~ug09jQ) - [Skill inputs and triggers](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/additional-skill-input-and-trigger-information-for-now-assist_0.html?contentId=UeYdJnwCQR_Q5SUqN_NSVg) - [Service recommendations for interactions](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-service-recommendations-int.html?contentId=OiTFL6gJmTnOH1KHyDFudA) - [AI Guardian CSM filters](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/now-assist-guardian-csm-filters.html?contentId=gN7PU9rsjMdheyiKDTGP4Q) - [Banners](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/now-assist-csm-record-banner.html?contentId=6YLKzvl2tSEiwhZdU5DfuA) - [Configure the Propose Solution](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/now-assist-csm-config-propose-solution.html?contentId=TJCpYT~Du0aaZjBC3dqndQ) - [Customize case summarization](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/customize-a-now-assist-for-csm-skill.html?contentId=NtfB7qgQHZCeOyNI36Uv_w) - [Domain separation](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/domain-separation-in-now-assist-for-csm.html?contentId=lDDa8TZXwP4ZwSvuLu0qEw) - [Create a domain by creating an account](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/create-domain-by-creating-an-account-for-csm.html?contentId=vAYnCo3Ft3xdu4shiNbeBQ) - [Configure skills in a domain](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-skills-in-domain-for-now-assist-for-csm.html?contentId=GxckT2WVDckbbyHxFJTaqw) - [Configure AI in Virtual Agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-now-assist-for-customer-service-management-csm-in-virtual-agent.html?contentId=zQCKJ1FoIBRmxOZaDtd1hg) - [Customize access control for conversational flows](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-access-control-for-conversational-flows.html?contentId=~CJeQQgAHguJP1jrQgk~XQ) - [Clone skills](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/clone-the-now-assist-for-csm-skills.html?contentId=8lrL3FxfDwfaBDiXN9BOJw) - [Customizing skill](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/customizing-now-assist-skills.html?contentId=cogB4~frZa96iEY7DBiR6Q) - [Customize ServiceNow Otto context menu for case fields](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/customize-now-assist-context-menu-for-skills.html?contentId=Njr9xbbm1NX8Xc9xO6L3uw) - [Configure AI in portal case form](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/set-up-now-assist-in-the-portal-case-form.html?contentId=kGmqHsF5Tlne912ANEFO2Q) - [Skills performance dashboard](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/skills-performnace-dashboard.html?contentId=TbGkVcufZDZrj0CrtZ_OOw) - [In-product trigger for agentic AI](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/ai-workflow-pattern-in-customer-service-management.html?contentId=jQc95TPmxmQJPFplQTum_Q) - [Customize Case Insights Ask AI button system properties](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/customize-ask-ai-system-properties.html?contentId=fNOmLr~eaBUgoWh7qorKXA) - [Set up the Troubleshooting steps identification AI agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-ai-search-troubleshooting-ai-agent.html?contentId=urBeXRcoElbkUIsLLXcHow) - [Enable search retrieval tool](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/enhance-search-retrieval-tool-troubleshooting-steps-ai-agent.html?contentId=5AKq2PHF5asKOoZE6kLvmw) - [Use generative AI skills](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/now-assist-csm-using.html?contentId=EMeu2Ytsu9vuobayv5rUaQ) - [Summarize a chat conversation](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/now-assist-csm-summarize-chat.html?contentId=DrPPGSQCVD5gtKENdpM9OA) - [Summarize a Sidebar discussion](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/summarize-sidebar-conversations.html?contentId=6UfA8DftZ2vm8qjMBDgNIQ) - [Generate a chat recommendation](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/generate-chat-reply-recommendations.html?contentId=GdZC5pu9FxiuPLflQdplQA) - [Summarize case insights](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/now-assist-csm-summarize-case.html?contentId=XRU4h6rhw9oWBDr9pJRzzA) - [Generate an email response](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/generate-email-reply-recommendations.html?contentId=Oyx4XH4V31YjhCzOGNrvaA) - [Generate resolution notes in case form](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/gen-resolution-notes-in-case-form.html?contentId=5Cx4T~WK~W16lKShJXKLjA) - [Generate resolution notes](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/now-assist-csm-generate-resolution.html?contentId=P7euvGuB~lnleZ8yC5Uu1Q) - [Generate a knowledge article](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/Now-Assist-generate-article-csm-workspace.html?contentId=s8kjL2IbKUCwdPa0e0vaRQ) - [Summarize a call](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/summarize-a-call-by-using-now-assist-for-customer-service-management-csm.html?contentId=tYmgwrgP0r4TPnjW8mJXwg) - [Conversational search in ServiceNow Otto panel](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/using-conversational-search-in-now-assist-panel.html?contentId=fOxrX7DVkEkaHlH0peUAgA) - [Scheduling assistant in Virtual Agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/using-scheduling-assistant-via-genai-in-virtual-agent.html?contentId=3mks1uH6dDqqvDLhoqLQ3w) - [Generate suggested steps](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/suggested-steps-generation-in-now-assist-for-customer-service-management-csm.html?contentId=XoCg0eAjNFAlXb5v2f8oTA) - [Analyze sentiments](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/analyze-sentiments-in-now-assist-for-csm.html?contentId=YEK4QOI8Yqx3SR3nYt2iIA) - [Request generative AI in ServiceNow Otto panel](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/request-gen-ai-capabilities-csm-now-assist-panel.html?contentId=n6TqVSlfduPnmirgKT~3Fg) - [Use sentiment analysis dashboard](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/use-sentiment-analysis-dashboard.html?contentId=~LUlogQQ_BnUjn2CvX6fvg) - [Use trending topics dashboard](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/view-trending-topics-dashboard.html?contentId=IdearM~goA18T7_e_T9lZg) - [Generate activity stream responses](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/generate-a-recommendation-to-respond-to-an-activity.html?contentId=vknP_HmEXrnmQn5b5ZWhUw) - [Use automated quality assurance dashboard as a live agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/use-quality-assurance-dashboard-as-an-agent.html?contentId=3OHBFKWdhWDSCw1id656ew) - [Use automated quality assurance dashboard as a manager](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/use-quality-assurance-dashboard-as-a-manager.html?contentId=l9OQyXl0ym~eSvzJlYTc6g) - [Create a case based on service definition recommendations](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/use-service-definition-rec.html?contentId=7QO2WIToktU_FZQGG~GheA) - [Troubleshooting steps identification AI agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/troubleshooting-steps-identification-ai-agent.html?contentId=~CrngrTLCY5MjGYIRbuYFg) - [Use agentic AI in CSM](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/csm-ai-agents-use-cases.html?contentId=ReimpZvXWCb45BCsMX7wvQ) - [Triage cases agentic workflow](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/case-resolving-use-case.html?contentId=jYjwiVhJHkvl9obF~Rry2Q) - [Provide customer 360 insights agentic workflow](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/customer-service-management-ai-agent-collection-customer-360.html?contentId=opcL6dj3SQgyg_~8wuDHCQ) - [Accelerate complaint case handling collection](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/accelerate-complaint-case-handling.html?contentId=q4eXH0ZWp2hBxrhbFHUa5g) - [Install the Now Assist for Complaint Case (CSM) application](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/acc-complaint-case-handling-collection.html?contentId=UpoadaneChOXCKBLtn9fPw) - [Accelerate complaint case handling agentic workflow](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/acc-complaint-case-handling-agentic-wkfl.html?contentId=t_rzl8epfl1cQlBtFJytLA) - [AI voice agents](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/voice-ai-agent.html?contentId=l7NZRenX4qyL3XW8PcqFnA) - [Configure and customize the AI Voice Agent](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/configure-and-customize-the-ai-voice-agent-for-csm.html?contentId=3Q5ulArdSSMMVjiDkSH18w) - [Components installed with voice](https://www.servicenow.com/docs/r/zurich/customer-service-management/now-assist-for-csm/components-installed-with-voice.html?contentId=Dorxm7hl~nl1MV7tynO5pA) - [Communities](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/servicenow-communities.html?contentId=4SPYTmBSQUiL7lrBXYebFQ) - [Exploring Communities](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/exploring-communities.html?contentId=1lSYJ6c_cJjppg~q0Y9_ow) - [Domain separation and Communities](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/domain-separation-communities.html?contentId=a4jUwHxJL758rgfX_u4w4g) - [Configuring communities](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/configure-communities.html?contentId=GbsufrmnBIZ91cOHribJAw) - [Community content types](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/c_communities-content-types.html?contentId=fwYUFkMAPfnqlbkS~B7WqA) - [Configure blog publish schedule](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/configure-blog-publish-schedule.html?contentId=LVwGZuyTnL0LswCpE9Z5~g) - [Community feedback types](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/feedback-types.html?contentId=~d2oDGQkkhQZAu3SXT1~lw) - [Community access types](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/access-types.html?contentId=wBE9cE3F6wxYRVzv8YJgDA) - [Platform Analytics Solutions for Communities](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/communities-content-pack.html?contentId=74KNqXjAIr8C2N~M4BH4Ig) - [View the Communities performance dashboard](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/view-communities-dashboard.html?contentId=_lMwDgRuTSEVDKZo~OdZfg) - [Communities dashboard](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/communities-dashboard.html?contentId=sold2OsIxiv9ZIS_OizVxw) - [Migrate Social Q&A data to Communities](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/migrate-socialqa.html?contentId=p2k8yufdqZwyZYl~R15iNA) - [View community logs](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/view-community-logs.html?contentId=v5YKc6io_odo~9I0MWRLAQ) - [View community feedback and bookmarks tables](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/view-feedback-bookmark-tables.html?contentId=65dR5pltn3Cp4vRgLDjbkg) - [Create a case from a discussion](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/case-management-integration.html?contentId=jbMopVOHSbj568g8P0ezAg) - [Administer create case from discussion](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/case-mgmt-integration-administer.html?contentId=MDlAdAk9uvpF___CxIDhXA) - [Enable knowledge harvesting](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/communities-km-integration-configure.html?contentId=Tn~j2lMEhh6iOkDhoFN1QQ) - [Activate Communities plugins](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/activate-communities.html?contentId=k1mkdcx6pn21~4o9m8l7gw) - [Community setup guide for admins](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/r_setup-communities-admin.html?contentId=3Ez_fx7XCdUqa4LJyX0xCg) - [Configure community content types](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/enable-content-types-for-community.html?contentId=9RjV2r9Un0oJRvAaVBrfxg) - [Configure video sources for a community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-video-configuration.html?contentId=mtrrADIL_PXG02YzNSjaeg) - [Configure community forums](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/configure-forums-topics.html?contentId=dBvlcfpz3tV2_UXIpzmQbA) - [Create a forum](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-forum.html?contentId=fhiRsl_4sv212nxDTqr0lg) - [Configure content types for a forum](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/add-content-type-to-forum.html?contentId=LmYUBB6T0jSAEo4YoCkD2A) - [Invite users to become members of a forum](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/invite-users-forum.html?contentId=FEtoMdLTkjd~O2bCvcYvmw) - [Approve forum memberships](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/approve-forum-memberships.html?contentId=XzMNnIjMHwnrdDeWsr2TuQ) - [Create a topic](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-topic.html?contentId=4D7PMmfyG3QHktNQHyaROA) - [Add a topic to a forum](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/add-topic-to-forum.html?contentId=6Id0wYCjGPh5JrqovZCnPA) - [Disable topics in a community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/disable-topics.html?contentId=8FpsA8ptJP5CcHX95AQJyQ) - [Create a sub forum](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-sub-forum.html?contentId=HQcrlTbf8hVtNST4S3CCzQ) - [Move forum content](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/move-forum-content.html?contentId=cc5tAZRGxVP5VPclVmSt6Q) - [Forum and user permissions management](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/communities-permissions.html?contentId=r8dvtX_aZdRQ83ruLzldcQ) - [Create a forum user](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/add-user.html?contentId=~MFvI_p5lGm9fIt2ONRx0g) - [Add members to a forum user](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/add-members-to-forum-user.html?contentId=3K91k~iXr4GSxiMQq79Qkw) - [Create a permission](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-permission.html?contentId=ouQFHdHY3d_UT_dho3q6Kw) - [Add access types to a permission](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/define-access-type-permission.html?contentId=a8WjWCerwbqbpxFs35MlOw) - [Add content types to a permission](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/add-content-types-permission.html?contentId=vVYn4Bupff66l3KozJHA5Q) - [Create a permission exception](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/manage-permission-exceptions.html?contentId=KXBWRg2sQB67zVtFklIH~w) - [Clone a permission](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/clone-permission.html?contentId=qP7HTiLKEQeG1W19FbKqhA) - [Create a forum permission](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-forum-permission.html?contentId=19taIUOpMz3hAw6Fcn2E_w) - [Copy permissions from a parent forum](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/copy-permissions-from-parent-forum.html?contentId=Oyau~QKJnT30RjqM0WNUIw) - [Copy permissions from a forum](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/copy-permissions-from-another-forum.html?contentId=pWQKQeFKg9iyFN89NVkt2w) - [Debug user permissions](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/debug-user-permissions.html?contentId=ch_mWb~YQ20cC7G9Lrnk2w) - [Configure the community profile](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/configure-community-profile.html?contentId=aYnRViUdPUdMsSeqiSkpGw) - [Create a persona for the community profile](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-new-persona.html?contentId=Vi6ylxr4C7dpq1ogRbE7qw) - [Create a community profile field](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-profile-field.html?contentId=X0pi7Izsu86qyr8K0cA8mg) - [Configure persona field mapping for the community profile](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/configure-persona-field-mapping.html?contentId=uKQD16SiKeVQIVSFd_e5jg) - [Create community Terms and Conditions](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-terms-conditions.html?contentId=EWPsiZY71PLo4Fah6~y3Kg) - [Enable users to self-register to a community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/configure-registration.html?contentId=mPoCEippZpB3bNz70HU3vA) - [Moderate a community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/moderate-communities.html?contentId=w72FkM9kasJevUSBlZF9~A) - [Configure general moderation settings](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/configure-general-settings-moderation.html?contentId=5j6ArHeb23X41lJrc~ZJFg) - [Configure moderation settings for a new user](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/define-moderation-new-users.html?contentId=ijwTFKnClkjMVbcch3iJFQ) - [Assign a moderation task to your assignment group](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/assign-moderation-task-assignment-group.html?contentId=_gN6tfQbc5ilBYARapjVeQ) - [Configure abuse reporting](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/configure-abuse-reporting.html?contentId=BfvlHiwGTRu91uPf3AsDqw) - [Configure user banning](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/configure-banning.html?contentId=bCCxrtHjC7zaGGs9FL6XvQ) - [Configure moderation filters](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/configure-moderation-filters.html?contentId=VaAjuTQub6PThceX1k~2cw) - [Ban a user](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/ban-a-user.html?contentId=pOPzlfkw24RFut~Xufs_Lg) - [Revoke a user ban](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/ban-user-revoke-ban.html?contentId=yW7sEHsFluKrzWB6kouycg) - [Approve or reject content](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/approve-reject-content.html?contentId=r1FAJ0Cby78jfmfyD5Q_hA) - [Disable comments](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/disable-comments.html?contentId=FlhluwivbHmDX0L920QmxA) - [Remove content](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/remove-content.html?contentId=zKvmnujHWo89Dp2PTxNQng) - [Harvest knowledge from a community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-knowledge-from-communities.html?contentId=bNF~D7z12Qz7BVni5X0n7Q) - [Administer gamification](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/communities-gamification-administer.html?contentId=CHrEpbTahS6qABu2LRQv4g) - [Configure gamification properties](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-configure-properties.html?contentId=9RpnxMqSJWPpzwro6vKT1Q) - [Create a gamification rule](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-create-rule.html?contentId=AxCu_8oQuC7Rl34oqBSixg) - [Create a gamification track](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-create-track.html?contentId=MUat0uxjlRHjIttWbUXHww) - [Create a gamification badge](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-create-badge.html?contentId=qgOA47ep4LvkfwYcrl7qTg) - [Manage gamification levels](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-create-level-def.html?contentId=ImOziZ_zsECHyYFe5EVEGg) - [Manage gamification level ranges](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-create-level-range.html?contentId=f8X3sGQeHzljYhjNMPAEPQ) - [Community Service Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/community-service-portal.html?contentId=MKmJK_HVDObUBZbNwlwUvQ) - [Customize Community Service Portal](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/customize-community-service-portal.html?contentId=oKLtQF2d2DRWGZGxglZjww) - [Configure Community Service Portal header menus](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/configure-unified-theme-portal.html?contentId=rlnpJlyLkm5WOBQ8D0BB3Q) - [Configure announcement for community members](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/manage-announcements.html?contentId=R2~UngkDPbsII~RWtHRxiQ) - [Community pages that support SEO data](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/communities-seo-data.html?contentId=047gE_L5DLUFjFoFQpYIEw) - [Modify SEO in community pages](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/seo-communities-modify.html?contentId=xcT3LXrYkwU7UemyXdPOzw) - [Using communities](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/using-communities.html?contentId=LOvUPxXXvku4_3xEOlsqrw) - [Community homepage features for logged in users](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/c_communities-service-portal.html?contentId=zh~B6hFF~naMgovr5yLMug) - [Navigating the activity feed](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/navigating-activity-feed.html?contentId=vjm9bGnEuG1zAbpFChuuhw) - [Navigating the forum homepage](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/forum-homepage.html?contentId=Z~40gz8OhsgwSnZp1_gPZA) - [Community homepage features for non-logged in users](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/community-homepage-non-logged.html?contentId=QjReDGw8mFJwuoOOxHwsUg) - [Self-register to a community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/register-community.html?contentId=I7rlIFUZT4zLPlx0yW2MFA) - [Search the community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/search.html?contentId=g1HocIWvPsVZ3O7dKfqX_A) - [Refine your search results](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/refine-search-results.html?contentId=45mJoNTfL9fjAChUEcCr3A) - [Sort your search results](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/sort.html?contentId=Wx16Hvt_fWOlXkEKszvj8w) - [Use a community profile](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/community-profile.html?contentId=UqjHB0ExYPnc5qrarlexDw) - [Manage your community profile](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/view-user-profile.html?contentId=kRiwVyrILDQ_nhd3bOl5Bg) - [View another user's community profile](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/view-other-user-community-profile.html?contentId=TJIzEKtQyWJwQvZWVqw~Lg) - [Follow a community user](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/follow-user.html?contentId=fn1wTflQS2XSN583~QFvRg) - [Edit your community profile photo and personal information](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/customize-your-profile.html?contentId=9924q4SGpKkIlBE9R8NJYg) - [Edit your community profile display settings](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/manage-your-display-settings.html?contentId=Yl_cSHI15spD5ve0EAVO3A) - [Report a community profile](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/report-user-profile.html?contentId=IvPDsoCXI_UfWRD_9p8BdA) - [Community subscriptions](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/c_communities-subscriptions.html?contentId=__pAd5fUtdBS~uEqQv8PuQ) - [Subscribe to content](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/subscribe.html?contentId=57DOJVhw0ihtdmMEqBxgTg) - [Set notification preferences](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/manage-subscriptions.html?contentId=mqZRmn0XLOppwuKgSZ9XvA) - [Request membership to a forum](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/request-membership-forum.html?contentId=JznZWOV93k9nxyi_svUigQ) - [Accept an invitation to join a forum](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/accept-invitation-forum.html?contentId=AvfR4yUyDQJyay3bmIx2SQ) - [Post and respond to content in the community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/post-respond-content.html?contentId=umfcrhsLwsKDK3JWlkgGlw) - [Ask a question in the community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-question.html?contentId=Yw~6vhOYLsvkcdYaXvsDFQ) - [Reply to a question in the community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/reply-question.html?contentId=8T_TxByFeV4JNFgKD7FiWw) - [Post a blog in the community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-blog.html?contentId=lqpY08c6frs0xOo9I0~WOw) - [Post a video in the community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-video.html?contentId=PFQfVOn7Al6zhqglpENYVQ) - [Comment on a blog or a video in the community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/comment-blog.html?contentId=eRhP8xkGxBjRlBxqwhaiag) - [Post a document in the community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-document.html?contentId=D3ysoJGXAvf3S_P3cRDVxA) - [Mention a user in the community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/mention-users-community.html?contentId=wheku3E61_F8hqu5jlRMhw) - [Community events](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/community-events.html?contentId=WeKh4SDcAyq28fpkVVzD0Q) - [Post a community event](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/create-event.html?contentId=KDPo5mMj4Fj4wu2p4Qqcvg) - [Edit an event](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/edit-event.html?contentId=WRD6KTH1fH3iMTX9mLRPFQ) - [View and participate in a community event](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/participate-event.html?contentId=qxhZcZkySbrzXFWfrA2SZg) - [View the community events landing page](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/view-events-homepage.html?contentId=5dCOC6tXW_tvEkakxbQ8Gw) - [Manage a community event](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/manage-event.html?contentId=8A0p2Wn3fIm~jTPpLwKLQw) - [Bookmark community content](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/bookmark-content.html?contentId=ICPTFz8IcXc2HZoM1VVnYA) - [Provide feedback on community content](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/provide-feedback.html?contentId=KEsfQK6FlgPsyZ4NhxRKnQ) - [Report inappropriate community content](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/report-content.html?contentId=a5WWGjCz46D4cM8mwfyf5A) - [Add featured content in a community](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/feature-community-content.html?contentId=rKwKCAwQkeOpM7HNsPgHGg) - [Email a community user](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/private-message-community-user.html?contentId=ftzgopm5fP1JhcCfvS2QXg) - [View a list of questions and create a case](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/case-mgmt-integration-view-list.html?contentId=EVYV5sp8J98I6DqFkfOKKA) - [Gamification](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/communities-gamification.html?contentId=Z_GCRaIF4WEj7GVyM3vX_g) - [Gamification components](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-components.html?contentId=COmGJ_1xM4nIdfGnesaJHg) - [Rules](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-components-rules.html?contentId=OHWKZXF9WHWnn_UDFlTxdw) - [Tracks](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-components-tracks.html?contentId=seb_bJ8t1cg0UiXGbxWJmg) - [Levels and level ranges](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-components-levels.html?contentId=YWWPWughvlWnVjw_2KvO3g) - [Badges](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-components-badges.html?contentId=ukpbKvpFKKUXBMfjuG4_6Q) - [Points](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-components-points.html?contentId=W8BlLusaqp~xApekrvbaVw) - [Gamification user interface components](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/communities-gamification-UI.html?contentId=9~mC5WHj7aXy89ImxaanjA) - [Leaderboard page](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-ui-leaderboard.html?contentId=wSAtr~t~uBA8pVVreq93Gw) - [Leaderboard widgets](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-ui-leaderboard-widget.html?contentId=P~zBP5NVrHylXcKCezSrVg) - [User profile page](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-ui-user-profile.html?contentId=1I6C8lVZ5WI96DawMD~g4Q) - [Community content pages](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-ui-content-pages.html?contentId=Uy6cBzjeceDrnFGrkXLSBw) - [Gamification notifications](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-components-notify.html?contentId=hdi00Cwiypoo7apuTg7ltw) - [How to earn points](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-ui-how-to-earn-points.html?contentId=vJiD9crLehGoHooWFXfF6g) - [Moderate gamification](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/communities-gamification-moderate.html?contentId=6u_IDYDGOKUfQeSyW4A42Q) - [Award or remove points for a community user](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-award-user-points.html?contentId=N5qSMfg2lQOxBPLgx1Oong) - [Award a badge to a user](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-assign-user-badge.html?contentId=oGFgP2onxB3f6o~lcfZwOg) - [Remove a badge from a user](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/gamification-remove-user-badge.html?contentId=sXCcM6VY2~VFp2fpwiLfHg) - [Communities references](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/communitie-references.html?contentId=Ddz63mYqALsrZpRheATd6A) - [Quick start tests for Communities](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/quick-start-tests-communities.html?contentId=KEOgZyUBINeQc4H4lyWdGQ) - [Properties installed with Communities](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/communities-properties.html?contentId=C4GuF91Ad8LaMkw3IFS0yg) - [Communities roles](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/communities-roles.html?contentId=8CNBOTnVbo8_VKbtSxzjYA) - [Forum form fields](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/forum-form-fields.html?contentId=A2p0tHurC_RMYVqAedw1GQ) - [Video Configurations form fields](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/video-configurations-form-fields.html?contentId=qdm4~bueDhhYJEXSakjXyg) - [Topic form fields](https://www.servicenow.com/docs/r/zurich/customer-service-management/communities/topic-form-fields.html?contentId=gum75ijutmL6wv3sCQACvA)