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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Integration with Industry products

# Integration with Industry products {#ariaid-title1}

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

Provides an integration between the Industry products and Field Service Management application. This integration allows customers and consumers to manage case-related work orders and tasks across Industry Products portals and
application interfaces, enhancing visibility and operational efficiency.  
Key Features of the Integration

1. Unified case and work order view:
   * Customers and consumers can view case-related work orders and tasks directly from all Industry Products portals and application interfaces.
   * Work orders and tasks include account and contact information, providing comprehensive details related to customer service cases.
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2. Case-initiated work orders:
   * When a work order is created from a customer service case initiated through Industry Products, the work order and task forms include case-related details, such as account and contact information.
   * Customers can view related work orders and tasks from within their Industry Product portals.
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## Supported Industry Products {#industry-products-integration__section_udb_1mg_g5b}

This integration supports all Industry Products, each extending the value of data models, frameworks, and capabilities required for work order management in Field Service Management. For more information, see [CRM and Industry Products](https://www.servicenow.com/docs/access?context=industry-products-landing&version=zurich&pubname=zurich-industry-products&ft:locale=en-US).

## Access to work orders and work order tasks {#industry-products-integration__section_tpz_33q_ydc}

Access to FSM work orders and tasks through Industry Products requires the Customer Service with Field Service Management plugin (com.snc.csm_fsm_integration). For more information, see [Integration with Customer Service Management](https://www.servicenow.com/docs/Ohm_8QKRlcez5VAhW1FuaA "Provides an integration between the Customer Service Management and Field Service Management applications."). This plugin requires:

* Field Service Management
* Customer Service Management
* Customer Service Portal
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## Enhanced security with roles {#industry-products-integration__section_j2n_sm3_ydc}

To ensure data security and control, the following roles can be used to manage access to work orders and tasks:

* `wm_location_agent`: Restricts agents to viewing work orders and work order tasks relevant to their provider service organization.
* `wm_location_assignment.manager`: Allows managers to oversee work orders and work order tasks within their specific provider service organization.

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These roles are available when the Work Management and Service Organization plugins are installed. They help:

* Restrict access to relevant work orders and tasks.
* Secure data within the context of the provider service organization.
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## Product use rights included with Industry products {#industry-products-integration__section_idj_www_bkb}

* If you have a subscription to the FSM application and the Customer Service Agent (`sn_customerservice_agent`) or Customer Service Agent Manager (`sn_customerservice_manager`) roles, you can create and view all work orders and appointments related to your cases.
* External users with the `snc_external` role can create and view case-related work orders and appointments associated with their account or related accounts.
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