---
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


---

# Integrate Customer Service Management with Microsoft Outlook

# Integrate Customer Service Management with Microsoft Outlook {#ariaid-title1}

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

Customer Service Management provides an integration with Microsoft Outlook. This integration enables you to manage workflows such as creating and updating contacts and cases from within Microsoft Outlook.

## Before you begin

Role required: admin

## About this task

Note:  
You must be an Office 365 administrator to deploy the ServiceNow Add-in for Microsoft Outlook. This add-in is supported only for use with Microsoft Outlook 2016+ for MacOS and for Windows.

## Procedure

1. Navigate to AllSystem DefinitionPlugins.
2. Search for the ServiceNow Add-In for Microsoft Outlook plugin (com.sn_outlook_addin).
3. Click Activate.
4. Search for the CSM Extension for Proxy Contacts plugin (com.snc.csm_proxy_contacts).
5. Click Activate.
{#integrate-outlook-csm__steps_vb4_sfz_pgb}
**Related concepts**   

* [Using Microsoft Outlook with CSM](https://www.servicenow.com/docs/q1alj~dEfcggS5SSOK9ZFQ "Integrate Customer Service Management with Microsoft Outlook to perform tasks such as managing contacts and cases from within Microsoft Outlook.")

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