Customer Service Management (CSM) FAQs

This article will provide answers to frequently asked questions about CSM and will be updated often.

Getting Started

What is Customer Service Management?

The ServiceNow Customer Service Management application enables customer service organizations and service operations to collaborate on customer problems proactively to resolve issues.

What are the capabilities in the latest release?

Check out this article: What's New in Washington D.C. for Customer Service Management

Are there release notes available?

Yes, see New in the Washington DC release

Do I need to install a plugin or purchase anything to activate CSM?

Yes, CSM requires a license. Contact your account representative to get pricing.

To activate CSM, start here: Getting started with Customer Service Management

Are there any videos that I can watch to learn more about CSM and the included features?

For long-form videos that explain features in detail including best practices, see Live on ServiceNow: CSM, and for quick and simple demos, see Video Shorts: CSM.

I think I have a bug or defect with CSM, what do I do?

If you believe you have encountered a defect with CSM, log a case using the Now Support portal.

Where can I request a new feature or enhancement for CSM?

For functionality that you wish to be added to the roadmap, log an idea or vote for one on the Idea portal.

Implementation

What should I know before implementing CSM?

The CSM Essentials course covers core configuration and administration of ServiceNow CSM and will be soon be added as part of the Certified Implementation Specialist CSM path (CIS-CSM) to replace the CSM Fundamentals and CSM Implementation courses.

Configuration

What should I know before configuring CSM?

Integration

TBD

Development

TBD

Reporting

How do I measure the impact of CSM?

See Measuring customer service business outcomes with ServiceNow CSM.

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