To install the CSM plugin in ServiceNow, follow these steps:

  1. Log in as an Administrator
  • Ensure you have the admin role to access plugin installations.
  1. Navigate to the Plugin Management Section
  • Go to System Definition > Plugins in the left-hand navigation panel.
  1. Search for ‘Customer Service Management’
  • In the search bar, type Customer Service Management (CSM) to find the related plugin package.
  1. Install the Plugin
  • Click Install or Request Plugin Activation (depending on your ServiceNow instance).
  • Some CSM features may require ServiceNow support approval before activation.
  1. Verify the Installation
  • After installation, navigate to Customer Service > Cases or Self-Service Portal to confirm that CSM functionalities are active.
  1. Configure the CSM Application
  • Set up roles, workflows, and integrations to align with your business processes.