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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Activate Virtual Agent

# Activate Virtual Agent for Customer Service Management {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Activate Virtual Agent for CSM to use the predefined Customer Service Virtual Agent
topics (chatbot conversations) designed to help your customers complete common self-service
tasks.

## Before you begin

The Virtual Agent plugin (com.glide.cs.chatbot) must be activated. If the Virtual Agent isn't currently activated, contact ServiceNow to activate it.
Role required: admin

## Procedure

Activate the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent) to access the predefined Customer Service topics.